Returns and Complaints

Returns

You can return products purchased from us within 14 days of receiving the package. To do so, log in to your account and use the quick returns option.

Select products to return
Return all or only selected products from your order list. You have 14 days to make a return.

Provide shipment details
Check the data pulled from your order and complete any missing information, including the shipping method, type of packaging, and the shipping date.

Pack and send the parcel
Pack the return in the same or different packaging. Hand the parcel to a courier, take it to a parcel locker, or a drop-off point. The products will be returned to the store.

You can also send the return to the address below:

Return address:
Poltorque Robert Wiewiórski
Rupniów 430

34-652 Rupniów
+48 514 864 688

Please remember to include proof of payment and a withdrawal form in the package. You can download the withdrawal form here: Withdrawal Form. If you're using a different form, be sure to include your bank account number and clearly fill out your name and surname. This will speed up the refund process. The withdrawal form can also be sent via email to: biuro@poltorque.com.
The 14-day return deadline is considered met based on the date of sending the email with the withdrawal form or the date the return package was shipped. Returned goods must be complete (with tags) and must not show signs of use. If you return a product that does not meet these requirements, we will be forced to send it back at your expense.

We will refund your money no later than 14 days after receiving the return package. The form of refund depends on the payment method used when placing the order. If the order was paid via instant transfer, the refund will be made the same way. In the case of a partial return, shipping costs will not be refunded.

Return shipping costs are covered by the customer. If the order was paid for but not picked up, we will refund the order value minus the cost of return shipping.

Complaints

If the product you purchased turned out to be defective, damaged, or incorrect, we are happy to help resolve the issue. Below is our complaint procedure:

1. Contact us using one of the available contact methods (contact form, email, helpline).
   Helpline (Monday to Friday, 8:00 AM – 4:00 PM): +48 514 864 688
   Email: biuro@poltorque.com

2. Describe the issue in detail and include all relevant information and documents, such as the order number, receipt, or invoice.

3. We will respond to your inquiry as soon as possible and provide further instructions regarding the complaint.

4. If the complaint is accepted, we will aim to resolve the issue in the most convenient way for you. This may include replacing the product with a new one, repair, refund, or another form of compensation.

Complaint address:
Poltorque Robert Wiewiórski
Rupniów 430

34-652 Rupniów
+48 514 864 688

You can find the detailed return and complaint policy [here]. If you have any questions regarding returns or complaints, please contact our customer service team at biuro@poltorque.com. We’re here to help and ensure you have the best shopping experience.