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Returns and Complaints

Returns and Complaints

30 days for return

Simple online process

Fast refund

Claims up to 2 years

How to return products?

You have 30 days from the date of receiving the shipment to return your goods without giving any reason. The entire process takes place online - no need to send emails or wait for a response.

Log into your account at the Quantum store. From your order history, go to the details of the chosen order and use the "Return Product" button.

Fill out the form

Select the products to return and complete the short online form. No need to write emails.

Send the package

Pack the products and send them to the address provided in the return confirmation. If you wish, we can also arrange for a courier to collect your package. In both cases, the cost of return shipping is covered by the buyer.

Refund

After receiving and verifying your package, we will refund your payment using the same payment method that was used for the purchase.

Return Conditions

We will accept a return if:

The product is unused
The product has its original packaging
The product shows no signs of use
The return has been reported within 30 days from receipt
The item was not purchased as a made-to-order (personalized product)

We will not accept a return if:

The product shows signs of use
The original packaging has been destroyed or removed
More than 30 days have passed since receipt
The product is in a statutory exception category (e.g. opened pigments)
The product was made to order

Submit a return request

Claims

As a seller, we are responsible for physical and legal defects of sold products for a period of 2 years from the date of purchase. You can submit a claim online through the customer panel.

Log in to your account and go to the list of orders eligible for claim. Find the order with the product you want to claim.

Select product

From the list of items, select the product and specify the quantity being claimed.

Describe the defect

Describe in detail what the problem is and attach photos. A detailed description will significantly speed up the process — lack of description most often causes delays.

Wait for a response

Once we receive your claim, we will get back to you with further instructions. Not every claim requires the product to be returned.

Claim grounds

Ground	Description
Physical defect	The product does not have the properties it should have according to its purpose – e.g. mechanical damage, inconsistency with the description, missing parts or accessories.
Legal defect	The product is the property of a third party or is encumbered with the rights of a third party
Notification period	The defect should be reported immediately upon its discovery. Liability under warranty expires 2 years from the date the goods are handed over.
Buyer's demands	You may request: repair of the product, replacement with a new one, price reduction, or — in the case of a significant defect — withdrawal from the contract and a full refund.
Processing time	We will respond to your claim within 14 calendar days from the date of receipt.
Shipping costs	If your claim is accepted, we will reimburse the cost of returning the faulty product to us (basic cost) and cover the shipping of the repaired or replaced product.

Submit a claim

Notice on withdrawal from the contract

Below you will find the full content of the notice of the right to withdraw from the sales contract, in accordance with applicable legal regulations.

Notice on the right to withdraw from the sales contract

Right of withdrawal from the contract

We inform you that you have the right to withdraw from this contract within 30 days without providing any reason.

The deadline for withdrawal from the contract expires after 30 days from the day:

on which you came into possession of the goods, or the last item in the case of a contract for several items delivered separately, or the last batch or part in the case of a contract for goods delivered in batches or in parts
on which a third party other than the carrier and indicated by you came into possession of the item, or the last item in the case of a contract for several items delivered separately, or the last batch or part in the case of a contract for goods delivered in batches or in parts

To exercise the right of withdrawal from the contract, you must inform Quantum, ul. Popularna 20, 02-473 Warszawa, e-mail: obsluga@quantumpmu.com, tel.: +48 22 688 78 98, BDO 000563801 about your decision to withdraw by means of an unequivocal statement (for example: interactive return form available above, letter sent by post, fax or e-mail).

You may use the model withdrawal form, but this is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send information concerning the exercise of your right to withdraw from the contract before the withdrawal period expires.

Effects of withdrawal from the contract

If you withdraw from this contract, we will reimburse you for all payments received from you, including the cost of delivery of the goods (except for additional costs resulting from the delivery method chosen by you other than the least expensive standard delivery method offered by us), immediately and in any case no later than 14 days from the day on which we were informed of your decision to withdraw from this contract. We will refund your payment using the same methods of payment as you used in the original transaction, unless you have expressly agreed otherwise; in any case, you will not incur any fees as a result of this refund.

We may withhold reimbursement until we have received the item back or you have supplied evidence of having sent back the item, whichever occurs first, if the contract was for the sale of goods.

If the contract involved purchase of goods, please send or hand over the item to us at ZWROTY Quantum, ul. Popularna 20, 02-473 Warszawa immediately, and in any event not later than 14 days from the day you informed us of your withdrawal from this contract. The deadline is met if you send the item back before the period of 14 days has expired.

You will be required to bear the direct costs of returning the goods.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Frequently Asked Questions

How long do I have to report a return? +

You have 30 days from the date of receiving the parcel to report a return. After this period, a return will not be possible. Remember, after reporting the return, you still have 14 days to physically send the product back.

How long do I have to report a claim? +

You have 2 years from purchase to report a claim. Some products may have an extended warranty from the manufacturer—in such case, you will find this information in the product card under the "Warranty" tab. After this period, a claim will not be possible. Remember, after reporting you still have 14 days to physically send the product.

Who covers the return shipping cost? +

Return shipping costs for returns are covered by the buyer.
In the case of an accepted claim, we cover the standard shipping costs both ways.

When will I get my refund? +

We refund your payment within 14 days from the date we receive and verify the products, using the same method originally used for payment. For deferred and installment payments—if the obligation has not yet been paid, the operator cancels the receivable. If the payment was already made, the refund will be credited to your bank account within a few business days after our confirmation of the return.

Can I return an opened product? +

Unfortunately not. For hygiene and health protection reasons we do not accept returns of products whose packaging has been opened—this applies especially to pigments, needles, and disposable products. The exception is if the product has a defect—in such a case, you should submit a claim.

How should I pack the product for shipping? +

Pack the product in its original packaging or otherwise secure it to avoid damage during transportation. Attach the return application number (from the confirmation email) or order number to the package.

How long does it take to process a request? +

We process requests within 14 calendar days from the date of receipt of the products.

What should I do if I received a damaged or incomplete product? +

Submit a claim via the client panel, describing the problem in detail and attaching photos of any damage or missing parts. If the damage occurred during transport, it is worth creating a damage report with the courier at collection—this significantly speeds up resolution.

I want to exchange a product +

To exchange a product, return the wrong item using the returns form and place a new order for the correct item.

To what address should I send the parcel? +

If using your own shipping method, you will get the address after completing the request – you’ll find it at the bottom of the Claims Submission page.
If you wish, we can also arrange for a courier to collect your package.
For returns, this service is chargeable. In the case of a justified claim, we cover the shipping costs.

What if I don’t pick up the COD (cash on delivery) parcel? +

Such a parcel will return to us, and we will wait for your decision on whether to resend it for 3 days. For the next shipment, we will charge you twice for shipping.
If you fail to collect a COD parcel twice, we will impose a restriction on your details which will block the possibility of paying on delivery – from then on, payment for orders will only be possible in advance.

What can I do if I disagree with the outcome of my claim? +

If you are unable to resolve the dispute directly with us, you may make use of free, out-of-court consumer dispute resolution methods (ADR):

Trade Inspection Office — you may apply to initiate mediation or proceedings before a permanent arbitration court at the relevant Provincial Inspectorate of Trade Inspection.

The platform polubowne.uokik.gov.pl — a UOKiK service with information about all ADR bodies in Poland and assistance in choosing the right institution.

Participation in proceedings is voluntary for both sides and usually free. Before submitting a request it is required to first file a claim and receive a response from the seller.

I'm sending a device in for service. What do I need to do? +

Before shipping, take photos of the device from every side—this will protect you as the owner in case the device is damaged during transport.
Be sure to secure the device properly for shipping—we do not cover the costs of repairing devices damaged due to improper packaging.

The device was purchased from a Distributor +

If your device was bought from sources other than the manufacturer (e.g., from our Partners or another user)—please complete the form found here and contact our service department.
Attach a scan of the completed form to your message.

The parcel was damaged during transport +

If the parcel was damaged during transport, follow the steps below depending on the carrier. If you experience issues—contact us and we will do our best to help.

DPD (European Union)

Immediately after receiving the parcel, take photos from each side—try to ensure the shipment number is visible in the photos—as well as photos of the product if it has also been damaged
Send the materials to: obsluga@quantumpmu.com

DHL Express (Worldwide)

Inform the courier about the damaged parcel and ask them to fill in the Damage Report. If you realize after the courier has left—immediately contact the local DHL office and ask for the courier to return with the report
Keep a copy of the report—it is the basis for your claim
Take photos of the parcel from all sides and of the product if it has also been damaged
Send the materials to: obsluga@quantumpmu.com

UPS Standard (United Kingdom)

Inform the courier of the damaged parcel and ask them to fill in the Damage Report
Keep a copy of the report—it is the basis for your claim
Take photos of the parcel from all sides and of the product if it has also been damaged
Send the materials to: obsluga@quantumpmu.com

DPD (Poland) — rules and details of claims

Complete the Damage Protocol online—DPD does not require it to be filled out in the presence of the courier
Fill in the Claim Form
Once completed, generate the form using the button at the bottom
Print, sign, and scan the form; attach it along with the proof of purchase—this will be the basis for your refund for damaged products
Wait for a reply from DPD—the company has 14 days to respond

Paczkomat® InPost (Poland) — rules and details of claims

Complete the InPost Damage Report (or report issues during pickup at the parcel locker) and attach photos of the damaged parcel
Fill in the Claim Form and attach proof of purchase
Wait for a reply from InPost—the company has 14 days to respond

Need help?

Do you have a question about returns or claims?
Contact us - we will respond as soon as possible.