On this page we have gathered the most important information about delivery, payments, returns and complaints in the Ratowacze Shop. The detailed rules are set out in the Shop Terms and Conditions.
Orders in our shop are handled by Ania – she will answer your questions about delivery, returns or complaints.
Shipping
- Within Poland we ship orders via InPost – to an InPost Parcel Locker 24/7 or by InPost courier. The delivery cost depends on the delivery method you choose and you will see it in the basket before placing your order.
- We also ship orders to other European Union countries. We choose the carrier based on the destination country, so the delivery cost and time are agreed individually.
- We keep the availability of our products up to date. If you can add a product to the basket, we will ship it within 3 working days. Delivery within Poland usually takes 1–3 days after dispatch.
- If a product is available to order, we first need to check its availability with the wholesaler – send us an enquiry using the form on the product page and we will reply by e-mail with the delivery time.
When you receive a parcel from a courier, you can check its contents in their presence. If you notice any damage to the parcel or the product, ask the courier to prepare a damage report.
Would you like to order products for delivery outside Poland?
Before placing your order, write to us and ask about the delivery time and cost – we will choose a carrier for the destination country and reply by e-mail. If you place an order with a delivery address outside Poland, choose “Payment after delivery quote” at checkout – we will work out the delivery cost and send you an e-mail with the cost and a payment link.
Payments
You can pay for your order by bank transfer, payment card, Przelewy24 (including instalments) or InPost Pay. Orders paid online are shipped once the payment has been received. For delivery outside Poland, you pay once the delivery cost has been agreed – we will send you a payment link by e-mail.
If you buy as an individual Client, your order confirmation is the e-mail with the order summary that you receive after placing the order. On request we will issue you a VAT invoice in your name – tick “Invoice details” in the order or write to us. If you buy as a company, tick “Invoice details” and enter your company details – we will issue a VAT invoice.
Returns – withdrawal from the contract within 30 days
If you buy as a Consumer (or as a sole trader with consumer rights), you can withdraw from the contract without giving a reason within 30 days from the day you received the product. To meet the deadline, it is enough to send your statement before it expires.
- Fill in the return form and send it using the form below – you can attach a PDF file, a scan or a photo. You can also send your statement by post to our registered address.
- Send the product back within 14 days of withdrawing from the contract to: Skilled at Safety Tomasz Jaguś, Podłęże 785/6, 32-003 Podłęże, Poland. The cost of returning the product is borne by the Client.
- You will receive your refund within 14 days, using the same payment method you used – after we receive the product or proof that it has been sent back.
The right of withdrawal does not apply, among others, to products delivered in sealed packaging that cannot be returned once opened for health protection or hygiene reasons – this applies, for example, to sterile dressings – or to products made to the Client's specifications. The full list of exceptions is set out in the Terms and Conditions.
Complaints
We are responsible for the product's conformity with the contract for 2 years from delivery. Submit your complaint using the form below – attach the completed complaint form or photos of the product, and describe what the non-conformity is and when you noticed it. You can also send your complaint by post to our registered address. We reply within 14 days. Products also carry a manufacturer's, importer's or Seller's warranty – usually 24 months, unless the guarantor has specified otherwise.
Frequently asked questions (FAQ)
How much does shipping cost?
In Poland the cost depends on the delivery method you choose – InPost Parcel Locker 24/7 or InPost courier – and you will see it in the basket before placing your order. The cost of delivery outside Poland is agreed individually.
Do you ship abroad?
Yes – to European Union countries. We choose the carrier based on the destination country, and the delivery cost and time are agreed individually – before placing your order, ask us using the form in the “Shipping” section.
How long do I have to return a product?
30 days from receiving the product – longer than the 14 days required by law.
Can I return an opened dressing?
No, if it was delivered in sealed packaging and the packaging has been opened – such products cannot be returned for health protection and hygiene reasons.
How long does it take to deal with a complaint?
We reply within 14 days of receiving the complaint.
Will I get an invoice?
We issue VAT invoices to companies – tick “Invoice details” in the order. We send individual Clients an e-mail with the order summary and, on request, issue a VAT invoice in their name.
Have another question about your order? Call us: +48 608 315 601 or write to us using the form on the page Contact.
