Refund policy
1. Right of withdrawal
A consumer who has entered into a distance contract has the right to withdraw from it within 14 days without giving any reason.
The withdrawal period begins:
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when purchasing a single product, on the day the consumer or a third party designated by the consumer, other than the carrier, receives the product;
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for an order containing several products delivered separately, on the day the last product is received;
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for a service contract, on the day the contract is concluded.
The right of withdrawal also applies to a natural person entering into a contract directly related to their business activity where the content of the contract shows that it is not of a professional nature for that person.
2. Giving notice of withdrawal
To exercise the right of withdrawal, an unequivocal statement must be sent before the 14-day period expires:
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by email to: kontakt@vimtech.pl, or
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by post to:
VIMTech
ul. Adama Mickiewicza 3/4
59-800 Lubań
Poland
The consumer may use the model withdrawal form at the end of this policy, but this is not mandatory.
To help us identify the order, please provide your first and last name, order number and the name of the product being returned.
If the statement is sent by email, we will acknowledge receipt at the consumer’s email address.
3. Returning the product
The product must be returned without undue delay and no later than 14 days from the day on which you inform us of your withdrawal, to:
VIMTech
ul. Adama Mickiewicza 3/4
59-800 Lubań
Poland
The deadline is met if the product is sent before the period expires.
The consumer bears the direct cost of returning the product. We do not accept parcels sent cash on delivery.
The product should be adequately protected against damage during transport.
The original packaging is not required, but it may be used if it still provides adequate protection for the product.
The consumer is responsible for any reduction in the product’s value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.
4. Refunds
Following a valid withdrawal, we will refund all payments received from the consumer, including the cost of the least expensive standard delivery method available in our store.
If the consumer selected a delivery method more expensive than the least expensive standard delivery offered by VIMTech, we will not refund the additional delivery cost.
The refund will be made without undue delay and no later than 14 days after we receive the notice of withdrawal.
We may withhold the refund until we receive the returned product or evidence that it has been sent back, whichever occurs first.
The refund will be made using the same payment method used for the purchase, unless the consumer expressly agrees to another refund method that does not incur any additional costs for them.
5. Custom-made products
The right of withdrawal does not apply to non-prefabricated products made to the consumer’s individual specifications or intended to meet their personalised needs.
This applies in particular to products manufactured according to the following information supplied by the consumer:
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individual dimensions;
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the consumer’s own design or documentation;
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inscriptions, markings, symbols or graphics;
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an individual technical configuration;
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other specific instructions distinguishing the product from VIMTech’s standard offering.
The fact that a product is manufactured only after an order is placed does not, by itself, exclude the right of withdrawal if it is a standard product from VIMTech’s range and has not been made to the consumer’s individual specifications.
The absence of a right of withdrawal does not restrict the right to make a complaint if the product is faulty, damaged, not in conformity with the contract or manufactured contrary to the agreed specification.
6. Digital products and content
For paid digital content not supplied on a tangible medium, in particular:
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STL, DXF, STEP and other CAD files;
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3D models;
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technical drawings;
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manufacturing and process documentation;
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bills of materials;
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instructions;
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digital project packages,
the right of withdrawal is lost once the supply of the digital content begins, provided that:
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before supply began, the consumer expressly consented to receiving the digital content before the 14-day withdrawal period expired;
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the consumer acknowledged that they would lose their right of withdrawal once the supply of the digital content began;
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VIMTech provided the consumer with confirmation of the contract and the consent given.
If the supply of the digital content has not begun or the conditions above have not been met, the consumer retains their right of withdrawal.
Losing the right of withdrawal does not restrict the consumer’s rights where the digital content is not in conformity with the contract.
7. Design and engineering services
If the consumer expressly requests that a service begin before the 14-day withdrawal period expires and subsequently withdraws from the contract before the service has been fully performed, they must pay for the part of the service performed up to the time of withdrawal.
The right of withdrawal is lost once a paid service has been fully performed, provided that:
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performance of the service began with the consumer’s prior express consent;
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the consumer was informed beforehand that they would lose their right of withdrawal once the service had been fully performed;
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the consumer acknowledged this information.
8. Complaints — damaged, faulty or non-conforming products
Please check your order upon receipt.
If a product is damaged, faulty, does not match the order or the wrong product has been delivered, please contact:
To help us handle the complaint efficiently, please provide, where possible:
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your first and last name and order number;
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a description of the problem;
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the remedy requested by the consumer;
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photographs of the product, damage and packaging.
The absence of photographs, a receipt or the original packaging does not deprive the consumer of the right to make a complaint. The purchase may also be proved in other ways.
A complaint may be submitted in any form. For evidential purposes, we recommend sending it by email or post.
We will respond to a consumer’s complaint within 14 days of receiving it.
If the complaint concerns a product that is not in conformity with the contract, VIMTech will bear the reasonable costs of collecting, transporting, repairing or replacing it.
Rights relating to complaints about products that are not in conformity with the contract are independent of the right to withdraw without giving a reason.
9. Product exchanges
If the consumer wishes to exchange a standard product in satisfactory condition for another variant, they may withdraw from the contract under the rules above and place a new order.
For a product that is not in conformity with the contract, the consumer may exercise their complaint-related rights and, where provided for by law, request repair or replacement of the product.
10. Contact
For matters concerning withdrawal, returns and complaints, you can contact us at:
VIMTech
ul. Adama Mickiewicza 3/4
59-800 Lubań
Poland
Email: kontakt@vimtech.pl
Model withdrawal form
Complete and send this form only if you wish to withdraw from the contract.
To:
VIMTech
ul. Adama Mickiewicza 3/4
59-800 Lubań
Poland
Email: kontakt@vimtech.pl
I/We hereby give notice that I/we withdraw from the contract of sale of the following products or from the contract for the provision of the following service:
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Order number:
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Date of conclusion of the contract or receipt of the product:
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Consumer’s first and last name:
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Consumer’s address:
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Date:
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Consumer’s signature — required only if this form is submitted on paper:
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