Returns and Complaints

Returns

Right to Cancel the Contract

In accordance with the Act on Consumer Rights, you have the right to withdraw from a distance contract within 14 days without giving any reason. The deadline for withdrawing from the contract expires after 14 days from the day on which you or a third party other than the carrier and indicated by you took possession of the goods.

To exercise the right to withdraw from the contract, you must inform us of your decision by means of an unequivocal statement (for example, a letter sent by post or by email).

IMPORTANT: Products made to individual customer order are not subject to return. In accordance with Art. 38 point 3 of the Act on Consumer Rights, the right to withdraw from a distance contract does not apply to the consumer in relation to contracts where the subject of the service is a non-prefabricated item, produced according to the consumer's specifications or serving to satisfy their individualized needs.

Return Conditions

  • The goods must be returned in an undamaged, complete condition, without signs of use.
  • The product should be packed in its original packaging along with all accessories and documentation.
  • The cost of the return shipment is borne by the Buyer.
  • The refund will be issued no later than 14 days from the day we receive your statement of withdrawal from the contract.

 

Complaints

Complaints Procedure

If a defect is found in the product, the Buyer has the right to file a complaint.

How to File a Complaint:

  1. Contact the distributor via email or phone to report the complaint.
  2. Prepare proof of purchase (invoice/receipt) and the warranty card.
  3. Describe in detail the detected defect in the product and the circumstances of its occurrence.
  4. After receiving an RMA number, place it in a visible location on the shipping packaging.
  5. Send the product to the specified address in its original factory packaging.

The complaint should include:

  • The Buyer's name and contact details.
  • Order number or invoice/receipt number.
  • Date of purchase.
  • Description of the defect and the circumstances of its discovery.
  • The Buyer's request (repair, replacement, refund).

Complaint Processing Times:

  • The complaint will be processed within 14 days from the date of its receipt.
  • A warranty repair is carried out within 14 business days from the date the equipment is accepted for service.
  • If it is necessary to source parts from abroad, this period may be extended to 21 business days.

Contact Details for Submitting Complaints

Nire Sp. z o.o.

Address: ul. Rejonowa 29, 05-552 Kolonia Mrokowska, Poland

Phone: +48 512 740 146

E-mail: biuro@nire.eu