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Returns and Complaints

RETURNS

UP TO 30-DAY TO RETURNS

Up to 30 days to return the product

We trust you will be pleased with your purchases. Nevertheless, should you require time to decide, we provide an extended 30-day return period for your convenience

SIMPLIFIED RETURN PROCEDURE

Simple and quick return

Returning items is straightforward and swift. Our returns policy is uncomplicated and transparent, ensuring a hassle-free experience for all

Our return policy is designed for your convenience. Should you have any questions, we are here to provide answers. Detailed instructions for withdrawing from the sales agreement can be found at the bottom of this page.

To ensure your satisfaction, we allow for the return of products that do not meet your expectations within a 30-day period following the date of delivery.

To initiate a return:

  1. Log in to your account and access the section listing your past orders
  2. Locate and select the order that contains the items you wish to return
  3. Mark the items that you're sending back
  4. Specify the quantity of each product you are returning
  5. Proceed by following the prompts provided by the return form
  6. Send the items back to our address
  7. That's it! We'll take care of the rest once we receive the returned goods

Please ensure to include the filled-out return form, along with any original packaging, tags, and accessories that came with the products.
If you are unable to print the Return Form (available in return details), simply add a note with your order or return number inside the package.

Ensure the products are securely packaged to prevent damage during transit. Proper packaging is crucial, as we reserve the right to refuse a return if the items are damaged due to inadequate packaging.
It's the sender's responsibility to adequately protect the items
For instance, electronic devices and their components should not be shipped in just a foil envelope; always use the original box, cushion items with bubble wrap, and place them inside a sturdy cardboard box for shipping.

You are responsible for covering the return shipping costs.
To avoid these costs, you can opt for the refund to be credited to your Client’s Balance.
If you select this option on the Return Form, the refunded amount will be added to your account and automatically applied to your next purchase.

You can ship your package on your own with any delivery service you choose.
(Available only in Poland) You can also send it with any Parcel Locker Paczkomat® ® InPost using our return code – remember though that if you choose the Cashback return option, the amount will be reduced by the shipping cost.

Keep in mind that we don’t accept pay-on-delivery shipping.

Your refund will be processed within 14 days following the receipt of the returned goods, although the process is often expedited and completed in a shorter timeframe.
If you have been issued an invoice for the products you're returning, we are required by accounting regulations to obtain your acknowledgment of the credit note before proceeding with the refund. Consequently, the return will be initiated after we receive this confirmation.
In instances where the original delivery was paid for on delivery (cash on delivery), and you opt for a bank account refund, please ensure to provide us with the bank account details where the refund should be directed - You will do it while filing your return form.

Correct return address for products is provided after completing the Return Form, which can be found at the bottom of the form once filled out.

To exchange an item, please initiate a return for the unwanted product using the Return Form, and then place a new order for the item you wish to receive instead.

Please note that to be eligible for a return, the product must be in its original, unused condition and must not show any signs of wear or mechanical damage. Additionally, all original labels (stickers) provided at the time of purchase must be intact and unaltered.
Products that do not meet these conditions may be subject to a reduced refund value or may not be accepted for return.
This policy is in accordance with the [applicable law/regulation], as published in the Official Journal of 2014, item 827.

If you decline a pay-on-delivery package, it will be sent back to us. You'll have 3 days to decide if you want us to resend it. Should you opt for resending, please be aware that you will be charged double the shipping cost.

If a pay-on-delivery package is rejected a second time, we'll remove the cash on delivery option for future orders. You will then be required to use advance payment methods. This policy ensures all cash on delivery orders in Poland are processed smoothly and without unnecessary delay. Note that the pay-on-delivery option is only available for orders within the territory of Poland.

COMPLAINTS

COMPLAINT PROCEDURE

Efficient handling of complaints

Swift Resolution of Complaints
We aim to resolve most complaints within 72 hours, ensuring a quick turnaround time for your convenience. On rare occasions, the process may extend to a maximum of 14 days, but we strive to avoid any delays

GUARANTEED SHOPPING SECURITY

Shopping safety

Ensuring Your Satisfaction
We treat every complaint with the highest level of care and consideration, handling each case on its own merits. You can trust in our dedication to your satisfaction 😉

We guarantee the quality of our products, free from defects. If any issues arise with your purchase, kindly convey your concerns through our dedicated Complaint Form.

Most of our products are covered with 24-months producer/seller warranty. However, we also offer products with a different period of producer/seller warranty.
In case of a different than 24 months producer/seller warranty period for a product, the information about the warranty period is provided in the Warranty tab of the product ID card.

    To streamline the process of filing a complaint for your convenience, please follow these steps:
  1. Log into your account and navigate to the section listing all orders that are eligible for complaints
  2. Locate and select the order that contains the item(s) you wish to file a complaint about
  3. Specify the quantity and indicate which products are being complained about
  4. Provide a detailed description of the defect and upload any supportive pictures. A well-detailed account of the issue expedites the resolution process, while a lack of description may result in delays
  5. Proceed by following the instructions provided in the complaint form
  6. Send the product(s) in question to us for the complaint to be processed
  7. Once we have received the item(s), we will promptly begin the complaint assessment and resolution procedure.

Please ensure you enclose the Complaint Report with your package. This report is accessible for download once you've completed the complaint process online.
If printing the report is not possible, alternatively, you can include a written note containing your order and complaint number inside your parcel.
This identification is crucial for us to effectively process your complaint upon receipt of the returned item(s).

Upon receiving your complaint, we will arrange for a courier to collect the parcel directly from you. Please be advised that there will only be one collection attempt. If you are unable to provide the parcel to the courier at the time of the attempt, you will then be responsible for shipping the parcel back to us at your own expense.
It is important to note that we do not accept parcels sent with cash on delivery (pay-on-delivery) — all returns must be pre-paid.

Proper packaging is crucial when returning products, as damage incurred during shipping can worsen the product's condition and potentially lead to the rejection of your complaint.
It is your responsibility to securely package the items.
For instance, do not use only a foil pack for devices or components—always use the original box, protect the items with bubble wrap, and place them inside a sturdy cardboard box for shipment.

In the event of a valid complaint, we will reimburse you for the shipping costs incurred in both directions.
Should you opt to ship the item back to us independently, please provide a receipt or confirmation of the shipping service purchase.
It's important to note that we only refund the cost of standard shipping options; additional services such as specified delivery times, weekend delivery, or expedited shipping are not covered.
Additionally, please be aware that we do not accept returns shipped with pay-on-delivery options.

Upon completion of the Complaint Form, you'll find the return address listed at the end of the Complaint Report. Please refer to this information to send your item back to us.

We aim to resolve all complaints within 14 days following the receipt of the returned items.
Typically, the resolution process is faster, but some situations may necessitate additional time for thorough verification or consultation.
For device repairs, our goal is to complete the service and dispatch the device back to you within 48 hours of its arrival at our facility.

    Prior to dispatching your device for service or return, it's crucial to document its current state. Here's what you need to do:
  • Take detailed photographs of the device from every angle, ensuring you capture all sides comprehensively - aim for up to 20 photos to cover the entire device thoroughly.
    Store these photographs securely as they serve as a record of your device's condition before shipping.
  • Pack the device with extreme care, using ample protective materials such as bubble wrap, foam, or other cushioning to safeguard it during transit. Place it in a sturdy, appropriately-sized shipping box to prevent movement and potential damage.
  • Please be aware that we do not assume responsibility for any damages incurred during the shipping process. Your documented photographs will be your proof of the device's condition prior to shipping, which is important in the unlikely event that it arrives with damages caused in transit.

    If you've purchased a Quantum One machine from a source other than the Quantum shop, such as one of our partners or a secondary market, please take the following steps to reach out to our service department:
  1. Fill out the designated form provided for service inquiries
  2. Scan or take a clear photograph of the completed form
  3. Email the scan or photograph of the form to our service department at service@quantumpmu.com
Make sure to include any additional information that may assist with your service request. Our team will review your submission and get back to you with further instructions or questions to help resolve your issue.

We take great care to ensure that your order is thoroughly and completely fulfilled, going the extra mile from A to Z—and yes, even to "Ż" for our customers in Poland. 😉
Nonetheless, we are only human, and occasionally mistakes can occur.
If you find that your order is not complete, please notify us immediately at staff@quantumpmu.com and we will expedite the delivery of any missing items to you as swiftly as possible.

When your shipment arrives with visible damage, it’s important to take specific steps depending on the courier service to ensure your issue is handled correctly.
Remember, time is crucial here. So don't hesitate and follow the instructions as soon as possible!
Here’s what you need to do:

For DPD:
  1. Take photos of the parcel from each angle, making sure the shipping number is clear
  2. If the contents are damaged, photograph these as well
  3. Email the images to staff@quantumpmu.com for further assistance
For DHL Express (Worldwide):
  1. Alert the courier and request a Damage Report on the spot
    If damage is noticed after delivery, contact your local DHL office to arrange for a courier to return with a Damage Report form
  2. Keep copies of any documentation given to you by the courier
  3. Take detailed photos of the package and its contents if damaged
  4. Send all evidence and documentation to staff@quantumpmu.com
For UPS Standard (United Kingdom)
  1. Inform the delivery person and request a Damage Report.
  2. Take photos of the parcel and any damaged items, ensuring the shipping label is visible
  3. Email these photos along with the Damage Report to staff@quantumpmu.com
For Paczkomat® InPost Parcel Locker (Poland):
  1. Report damages immediately upon collection using the InPost Damage Report or by contacting InPost if you discover the damage later
  2. Take photos of the damage and attach them to the Complaint Form
  3. Include a proof of purchase with your complaint
  4. InPost is required to respond within 14 days

In all cases, if you encounter difficulties, reach out to us for support. We are here to help you through the process and to ensure your concerns are addressed promptly.

Instructions on withdrawal from the sales agreement

The right of withdrawal from agreement

We hereby inform that you have the right to withdraw from this agreement within 30 days without giving any reasons.

The time for withdrawal from agreement expires after 30 days from the day:
  1. when you came into the possession of an item, or of the last of items if the agreement referred to the transfer of ownership of several items delivered separately, or of the last lot or piece of items if the agreement referred to the transfer of ownership of items delivered in different lots or pieces
  2. when a person other than the carrier and indicated by you came into the possession of an item, or of the last of items if the agreement referred to the transfer of ownership of several items delivered separately, or of the last lot or piece of items if the agreement referred to the transfer of ownership of items delivered in different lots or pieces.
In order to exercise the right of withdrawal from the agreement you must notify Quantum, ul. Popularna 20, 02 - 473 Warszawa, email: obsluga@quantumpmu.com, tel.: +48 22 688 78 98, BDO 000563801 about your decision to withdraw by way of a unilateral declaration (for example: interactive return form above, a letter sent by post or electronic mail).

You may use the form of withdrawal from agreement, but this is not obligatory.

In order to meet the deadline for withdrawal from agreement it is enough to send the information regarding exercise of your right to withdraw from agreement before the lapse of the deadline for withdrawal from agreement.


Consequences of withdrawal from agreement

If you withdraw from this agreement, we shall return all the payments we have received from you, including the costs of delivery of the item (apart from additional costs resulting from the form of delivery you have selected other than the cheapest regular form of delivery we offer), immediately, and in any case not later than within 14 days from the day when we are informed about your decision about your exercise of the right to withdraw from this agreement. We will return the payment in the same manner you have selected for the original transaction, unless you have expressly agreed for another solution; in any case you shall not bear any costs in connection with such a return.

We may withhold the return payment until we receive the item or the proof of its return dispatch, whichever comes first, if the agreement referred to sales of an item.

If the agreement referred to a purchase of an item, please send us or hand us over the item to the address ZWROTY Quantum, ul. Popularna 20, 02 - 473 Warszawa, Poland, immediately, but in any case not later than within 14 days from the day when you informed us about withdrawal from this agreement. The deadline is deemed kept if you send us the item back before the lapse of 14 days.

You will have to incur the direct costs of returning the item.

You are liable for any diminished value the item if the deterioration in value is attributable to the items having been handled in a manner other than that necessary for ascertaining their nature, features and how they function.

IdoSell Trusted Reviews
4.88 / 5.00 3053 reviews
IdoSell Trusted Reviews
2023-12-25
très rapide !
2023-12-22
Everything was nice. Thank you
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