Refund policy
DIAL-HOUSE RETURN POLICY
§ 1. General provisions
This Return Policy sets out the rules for withdrawal from the agreement, product returns and basic information regarding complaints in the Dial-House online store, available at: https://dial-house.com.
The seller is Karol Góral, conducting sales as part of a non-registered business activity.
Contact regarding returns and complaints is possible by e-mail at: kontakt@dial-house.com.
This Return Policy applies to products purchased through the Dial-House online store, unless the parties have individually agreed otherwise in accordance with applicable law.
§ 2. Right of withdrawal for products from the current offer
A customer who is a consumer or an entrepreneur with consumer rights and who purchased a product from the current offer of the Dial-House store online has the right to withdraw from the contract within 14 days from the date of receiving the product, and in the case of an order consisting of several products - from the date of receiving the last product, without giving any reason.
The current offer means products available in the store at the time of placing the order, ready for direct purchase through the website.
To meet the 14-day deadline, it is sufficient to send a statement of withdrawal from the agreement before the expiry of that period.
The statement of withdrawal from the agreement may be sent to the e-mail address: kontakt@dial-house.com.
The customer may also submit a return or cancellation request through the customer account available at: https://account.dial-house.com.
Submitting a request through the customer account does not exclude the possibility of contacting the shop by e-mail. The seller may contact the customer to confirm the details of the return, order cancellation, product return method or payment refund.
In the statement, it is recommended to provide:
a) the customer's first name and surname,
b) the order number,
c) the name of the returned product,
d) the date of receiving the product,
e) the bank account number, if the refund is to be made by bank transfer.
§ 3. Product return
After submitting a statement of withdrawal from the agreement, the customer should return the product without delay, no later than within 14 days from the date of submitting the statement of withdrawal.
The returned product should be sent to the following address:
Dial-House
Karol Góral
Stary Szlak 46E
70-870 Szczecin
Poland
The cost of returning the product is borne by the customer, unless the seller individually agrees otherwise with the customer or applicable law provides otherwise.
The returned product must be sent back complete, together with all items received at the time of purchase, in particular:
a) the box,
b) documents,
c) warranty card,
d) additional links,
e) strap,
f) accessories,
g) other elements of the set, if they were part of the offer.
Watches are valuable and delicate products. The customer should properly secure the product for the return shipment.
We recommend registered shipping, with a tracking number and appropriate shipment insurance.
The customer is responsible for any decrease in the value of the product resulting from using it in a manner exceeding what is necessary to establish the nature, features and functioning of the product.
§ 4. Refund
The seller will refund the payment received from the customer without delay, no later than within 14 days from the date of receiving the statement of withdrawal from the agreement.
The refund includes the price of the product and the cost of the cheapest standard delivery method available in the store for the given order, if such cost was paid by the customer.
The seller may withhold the refund until the product has been received back or until the customer has provided proof of sending it back, whichever occurs first.
The refund will be made using the same payment method that the customer used for the purchase, unless the customer expressly agrees to another method of refund.
If the customer selected a delivery method other than the least expensive standard delivery method available in the store, the seller is not obliged to refund the additional costs resulting from the choice of a more expensive delivery method.
§ 5. Used, vintage and collectible products
Dial-House offers, in particular, used, vintage, collectible and other watches selected by the seller.
Used, vintage or collectible products may have natural signs of use, age, storage, servicing or previous use.
Information about the condition of the product, the scope of the set, visible signs of use, service history or other important features of the product is indicated in the product description, if known to the seller.
A product return may not be based solely on features about which the customer was clearly informed before purchase and which the customer accepted, in particular described signs of use, age, patina, scratches, discoloration, abrasions, service marks or other features indicated in the offer.
The above provisions do not limit the customer's rights arising from the provisions on lack of conformity of goods with the agreement.
§ 6. "Find a watch" and "Source a watch" forms
The "Find a watch" and "Source a watch" forms are used to submit an enquiry regarding the search, matching, verification or sourcing of a watch.
Submitting a form does not constitute the conclusion of a sales agreement, placing an order or an obligation to purchase a product.
After receiving the form, Dial-House may contact the customer and present watch proposals, possibilities of sourcing a watch or an individual offer.
A sales agreement or an individual service agreement is concluded only after the customer accepts the individual offer presented by Dial-House.
An individual offer may specify in particular:
a) the brand, model, reference number and description of the watch,
b) technical and visual condition,
c) the scope of the set,
d) price,
e) completion time,
f) payment method,
g) the amount of an advance payment, deposit, reservation fee or service fee, if applicable,
h) delivery method,
i) rules for withdrawal from the agreement,
j) information about the possible absence of the right of withdrawal in cases provided for by law.
§ 7. Individual orders and products sourced to order
Orders fulfilled after contact with the customer through the "Find a watch" or "Source a watch" forms may be individual orders.
An individual order may in particular concern a watch:
a) sourced specially at the customer's request,
b) not available in the store's standard current offer,
c) found according to the customer's individual criteria,
d) reserved or purchased by the seller on the basis of the customer's individual acceptance,
e) selected according to parameters indicated by the customer, such as brand, model, reference number, budget, condition, set completeness, year, case size, dial colour or other individual arrangements.
The seller does not begin fulfilling an individual order, in particular does not purchase, reserve or source the watch, until the customer has accepted the individual offer and fulfilled the agreed payment conditions.
If the subject of the order is a non-prefabricated item, sourced or prepared according to the customer's specifications or intended to satisfy the customer's individual needs, the right of withdrawal from the agreement may not apply in cases provided for by applicable law.
Information about the possible absence of the right of withdrawal from the agreement will be provided to the customer before the conclusion of the agreement or before final confirmation of the individual offer.
By accepting an individual offer, the customer may be asked to confirm that:
a) the watch is being sourced, reserved or purchased specially for the customer's individual order,
b) the watch is not included in the store's standard current offer,
c) the parameters of the watch have been accepted by the customer,
d) the customer has been informed about the possible absence of the right of withdrawal from the agreement in cases provided for by law,
e) the customer understands that after the fulfilment of an individual order has begun, withdrawal from the agreement may not be possible if the statutory conditions for excluding the right of withdrawal are met.
The mere submission of the "Find a watch" or "Source a watch" form does not exclude the right of withdrawal from the agreement. Any limitation or exclusion of the right of withdrawal may apply only to an individual agreement concluded after the customer accepts a specific offer.
The provisions concerning individual orders do not limit the customer's rights arising from the provisions on lack of conformity of goods with the agreement.
§ 8. Individual services
Dial-House may provide individual services, in particular:
a) searching for a watch,
b) verifying offers,
c) checking the authenticity and condition of a watch,
d) purchase advisory services,
e) reserving a watch,
f) arranging the sourcing of a watch,
g) arranging cleaning, servicing, repair or selection of accessories.
An individual service may be free of charge or paid, depending on the arrangements with the customer.
If an individual service is paid, its scope, price, deadline and settlement rules will be presented to the customer before the service begins.
If the customer expressly requests that the performance of a paid individual service begin before the expiry of 14 days from the conclusion of the agreement, the seller may begin its performance after obtaining the customer's express consent.
If a paid individual service is fully performed with the customer's express consent, and the customer was informed before the service began that after full performance of the service they would lose the right of withdrawal from the agreement in relation to that service and acknowledged this, the customer may not have the right to withdraw from the agreement in relation to that service.
If the customer withdraws from an agreement for a paid individual service after its performance has begun, but before it has been fully performed, the customer may be obliged to pay for the services provided up to the moment of withdrawal, proportionally to the scope of the service performed, in accordance with applicable law.
§ 9. Complaints and lack of conformity of goods with the agreement
The right of withdrawal from the agreement, meaning a return without giving any reason, is different from a complaint based on lack of conformity of goods with the agreement.
The exclusion or limitation of the right of withdrawal from the agreement in cases provided for by law does not limit the customer's right to submit a complaint if the product is not in conformity with the agreement.
A complaint may be submitted to the e-mail address: kontakt@dial-house.com.
The complaint should include:
a) the customer's first name and surname,
b) the order number,
c) a description of the reported non-conformity,
d) the customer's request,
e) photographs of the product or packaging, if they may help in examining the complaint.
The seller will examine the complaint within 14 days from the date of receiving it.
In the case of used, vintage or collectible watches, the assessment of the product's conformity with the agreement takes into account the offer description, photographs, indicated product condition, its age, completeness and information provided to the customer before purchase.
A complaint does not cover product features about which the customer was clearly informed before the conclusion of the agreement and which the customer accepted, in particular natural signs of use, age, patina, scratches, abrasions, discoloration, service marks or other elements described in the offer.
The provisions of this Return Policy do not limit the customer's statutory rights arising from the provisions on lack of conformity of goods with the agreement.
§ 10. Final provisions
In matters not regulated by this Return Policy, the Terms and Conditions of the Dial-House online store and applicable provisions of Polish law shall apply.
No provision of this Return Policy is intended to exclude or limit consumer rights arising from mandatory provisions of law.
In case of questions concerning returns, individual orders or complaints, the customer may contact the store at: kontakt@dial-house.com.