Complaints – FAQ

Frequently asked questions

1. RETURNS (RIGHT OF WITHDRAWAL)

• How much time do I have to return an item without giving a reason?

  In accordance with applicable law, as a consumer, you have 14 calendar days from the date of delivery to withdraw from the contract and return the item without giving any reason.
  
  

  (Note: The right of return applies exclusively to consumer sales – natural persons making a purchase unrelated to their business activity).

• In what condition must the returned product be?

  The returned item must not show any signs of use. All components must be complete, factory-packed, and the product itself must be delivered in its original, undamaged packaging in an unaltered condition. Returns that do not meet these conditions will not be accepted.

• How do I return an item, step by step?

  1. Secure the item: Pack the complete, unused product in its original packaging.
     
     
  2. Attach a statement: Include a written declaration of withdrawal from the contract. If you would like the refund by bank transfer, give your bank account number in it.
     
     
  3. Send the package: Ship the product to our company address: HService.

• What does verification involve and how long does a refund take?

  • Verification (up to 3 business days): Within 3 business days of receiving the parcel, we inspect the condition of the product (completeness, absence of signs of use and damage).
    
    
  • Decision: Upon successful verification, we will send a confirmation to your email address.
    
    
  • Refund (up to 7 days): Within 7 days of approval, we will refund the money using the same payment method you used for the purchase (PayPal or Revolut) or, at your request, by bank transfer to the account you specify.

• What happens if my return is rejected?

  If the product shows signs of use or is damaged, we will notify you of the rejection via email. Within 7 business days, we will ship the item back to your specified address at our expense.

2. CLAIMS UNDER DEFECTS / NON-COMPLIANCE WITH DESCRIPTION

• What should I do if the purchased product has a manufacturing defect or does not match the description?

  1. Prepare details and documents: Prepare a written statement with a detailed description of the defect, your preferred form of compensation (repair, replacement, or refund), your return address and, if you would like a refund by bank transfer, your bank account number.
     
     
  2. Send the product back: Ship the claimed item along with the statement to HService.
     
     
  3. Await the decision: Within 14 days of receiving the package, we will inform you of the outcome via email or phone.

• What are the possible outcomes of a claim?

  If the claim is accepted, within 7 business days of the decision, we will compensate your costs by:
  
  

  • Free repair of the product,
    
    
  • Replacing the item with a new unit,
    
    
  • A full refund (using the same payment method as the purchase or by bank transfer).

• What if the claim is deemed unjustified?

  We will provide you with a detailed written explanation of the decision, and the claimed equipment will be shipped back to you at our expense within 14 business days.

3. PARCEL RECEIPT AND TRANSPORT DAMAGE

• What should I do if I notice the package is damaged upon delivery?

  • Refuse delivery: If the packaging shows visible external damage, we recommend refusing the delivery and contacting us immediately at +48 501 448 630.
    
    
  • Discrepancy report: After signing for delivery, you have the right to open the parcel in the courier's presence. If damage or missing items are found, the courier will draft a discrepancy report, which serves as the basis for a future claim.

4. WARRANTY AND SERVICE

• How do I use the manufacturer's warranty?

  Some products in our store carry a manufacturer's warranty. In the event of a failure covered by such warranty, the fastest repair route is to contact the nearest service point listed on the warranty card or on the manufacturer's website.

• Do I need to keep the receipt/invoice and packaging?

  Yes. Please retain your proof of purchase (receipt or invoice) and the original packaging throughout the entire warranty period. They serve as the legal basis for submitting warranty and complaint claims.