Returns and Complaints
We want to answer all your questions and advise you on the best way to use our products. That’s why we are here to help!
Check if the answer is not already in the FAQ section – we’ve gathered your most frequently asked questions there.
If not, please contact us by email or phone reklamacje@senoa.pl / +48 696 897 712
In your email, please provide your phone number if you want to receive a response even faster! We will call you back with feedback.
*Our Customer Service Office is available from Monday to Friday, 08:00 AM – 04:00 PM.
COMPLAINTS
If goods purchased on our website turn out to be faulty or not in accordance with your order, you can, of course, file a complaint. Detailed rules regarding complaints can be found in our STORE REGULATIONS.
How to file a complaint?
Fill out the product complaint form, which you can find by clicking “Download Complaint Form“. Indicate the reason for the complaint and describe your problem as accurately as possible – this will help us shorten the processing time for your request.
Please attach the complaint form to the parcel along with the complained goods!
Pack the complained product and send it back to us!
Remember to properly secure the products so that the package is not damaged or destroyed during transport. Attach proof of purchase to the shipment: preferably a receipt / invoice, or a transfer confirmation.
Send the complaint package to our headquarters at: V&K Cosmetic ul. Rolnicza 38E, 34-300, Żywiec.
Await the complaint resolution!
Now the ball is in our court! We make every effort to process complaints as quickly as possible (usually within 14 days), but please note that in special cases, when the product requires it, we reserve the right to extend the response period to 30 days. We will inform you by email or SMS when your complained order has been received at our branch. Thank you for your patience and understanding!
RETURNS WITHOUT REASON
From the day you receive the shipment ordered from our online store, you have 14 days to withdraw from the sales contract concluded with us and return the purchased goods. Without explanation or giving a reason! Detailed rules regarding returns can be found in our STORE REGULATIONS.
The right to withdraw from a sales contract cannot be exercised in the case of goods delivered in sealed packaging, which, after opening the packaging, cannot be returned due to health protection or hygiene reasons. If the packaging has been opened after delivery, it is not returnable!
We also point out that the consumer is responsible for any decrease in the value of the returned goods resulting from their use in a manner exceeding what is necessary to ascertain the nature, characteristics, and functioning of the goods.
Send the products back to us!
Remember to properly secure the products so that the package is not damaged or destroyed during transport.
Send the package to our headquarters at: V&K Cosmetic ul. Rolnicza 38E, 34-300, Żywiec.
*The online dispute resolution system platform between consumers and businesses at the EU level (ODR platform) is available at http://ec.europa.eu/odr. The ODR platform is an interactive and multilingual website with a one-stop shop for consumers and businesses seeking out-of-court resolution of disputes concerning contractual obligations arising from online sales contracts or service contracts (more information on the platform itself or at the website of the Office of Competition and Consumer Protection: https://polubowne.uokik.gov.pl/platforma-odr,161,pl.html).