Refund policy

1. Rules Regarding Returns and Complaints

1.1. Our goal is to ensure complete satisfaction with purchases made through our Website and Store. However, if for any reason Customers are not satisfied with the received product, they have the right to return it within 14 days from the date of delivery, subject to the conditions set out below.

If a refund is required for a transaction made by the Customer, the refunds are made using the same payment method used for the original transaction.

The Customer has the right to submit a complaint regarding the operation of the Website or Store, as well as the conformity of the purchased product with the Sales Agreement. All complaint claims should be submitted to the Seller by email at elktrim@elktrim.com.


2. Return Conditions

2.1. Products must be returned complete, unused except to the extent necessary to establish their nature, characteristics and functioning, and in a condition allowing their resale, subject to the Customer's statutory rights.

2.2. For EŁKTRIM Sp. z o.o. cable products supplied in factory heat-shrink packaging, the heat-shrink packaging must not be opened, cut, removed, tampered with or otherwise damaged. Where the factory heat-shrink packaging has been opened or damaged, EŁKTRIM Sp. z o.o. reserves the right to reduce the refund or refuse the return where permitted by applicable law.

For products not supplied in factory heat-shrink packaging, including AKVATON products, the product must be returned in its original product packaging (where applicable), complete and undamaged, together with all accessories, documentation and components originally supplied.

To qualify for a full refund, the returned goods must not be incomplete (the same quantity of goods must be returned) or damaged (the same quality of product must be returned).

If part of the order is missing or if the product has been damaged through use inconsistent with its intended purpose, affecting its further usability, the amount refunded to the Customer shall be reduced proportionally to the extent of the damage.


3. Return Procedure

3.1. Notification of Return

To exercise the right of withdrawal from the Sales Agreement, the Customer should notify the Seller by email at elktrim@elktrim.com within 14 days of receiving the product. The notification should include, where possible:

  • the Customer's full name;

  • the order number;

  • the product(s) to be returned;

  • the reason for the return (optional).

Upon receipt of the notification, the Seller will confirm the return instructions by email.

3.2. Return Shipment

The returned goods must be securely packaged to prevent damage during transport and sent to the following return address:

EŁKTRIM Sp. z o.o.
ul. Dojazdowa 4
19-300 Ełk
Poland

The Customer should clearly indicate the order number on or inside the return shipment to facilitate identification and processing of the return.

3.3. Inspection of Returned Goods

Upon receipt, the returned goods will be inspected to verify compliance with the conditions set out in this Return Policy. Where applicable, any reduction in the refund amount resulting from diminished value of the returned goods will be determined in accordance with applicable law.


4. Return Costs

4.1. In the event of withdrawal from the agreement or a justified complaint, the return shipping costs shall be reimbursed to the Customer.

When returning an order, the Customer is required to choose the lowest-cost reasonable return shipping method. If a more expensive shipping option is selected, the Seller will reimburse only the amount corresponding to the cheapest available return shipping option.


5. Refunds

Upon receipt of the returned goods and verification that the return conditions have been met, we will issue a refund to the bank account indicated by the Customer. The refund will be processed as quickly as possible, and no later than 14 days from the date of receipt of the returned product.


6. Final Information

In accordance with the Polish Consumer Rights Act of 30 May 2014, the following products are not eligible for return:

  • Products supplied in sealed packaging if the packaging has been opened and the product is no longer suitable for return.

  • Non-prefabricated goods manufactured according to the consumer's specifications, including but not limited to cut-to-length cables, customised products, products made to individual order.

  • Digital content supplied other than on a tangible medium, where performance has begun with the consumer's prior consent before the expiry of the withdrawal period.