Returns and complaints

This is an English translation provided for information only. The Polish version is legally binding.

This page explains in simple terms how to return Goods and how to make a complaint in the shop https://sklep.opakuj.com. The binding rules are set out in the Shop Terms and Conditions (§ 9–11). In the event of any discrepancy, the Terms and Conditions prevail.

Who has which rights

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Business Customers with consumer rights is a sole trader who buys Goods in connection with their business, where the purchase is not of a professional nature for them. This is determined primarily by the business activity entered in the business register (CEIDG). Such a person has the same return and complaint rights in the Shop as a Consumer.

Return within 14 days (withdrawal from the contract)

Applies to Consumers and Business Customers with consumer rights.

Step 1. Inform the Seller

Within 14 days of receiving the Goods, send a statement of withdrawal from the contract:

• by e-mail to biuro@opakuj.com, or
• by letter to MOVIPAK Sp. z o.o., ul. Jutrzenki 9, 05-500 Józefosław.

You may use the model form (Appendix No. 1 to the Terms and Conditions), but an ordinary message is also sufficient. It helps to give the Order number and, if the money is to be refunded to an account other than the one used for payment, the number of that account. It is enough to send the statement before the 14 days expire. The Seller will confirm receipt of the statement by e-mail.

If one Order arrived in several shipments, the 14 days run from receipt of the last of them.

Step 2. Send the Goods back

Send the Goods back within 14 days of sending the statement to: MOVIPAK Sp. z o.o., ul. Jutrzenki 9, 05-500 Józefosław. Pack them so that they are not damaged in transit.

The cost of return shipping is borne by the Customer. The Customer returns the Goods at their own expense, using a carrier of their choice. Rolls of film cannot be sent back by ordinary post. The estimated cost of returning a roll of film sent as a courier shipment is approximately PLN 200, and for a pallet shipment most often approximately PLN 320, usually in the range of PLN 260 to 390 (amounts given by the Seller based on carrier prices from September 2026). The actual cost depends on the price list of the chosen carrier, the weight and dimensions of the shipment and the place it is sent from.

Step 3. Refund

The Seller refunds the price of the Goods and the cost of delivery to the Customer (up to the cost of the cheapest standard delivery method) within 14 days of receiving the statement, using the same method the Customer used to pay (for a traditional bank transfer: to the account from which payment was made), unless the Customer agrees to a different refund method. The Seller may withhold the refund until it receives the Goods or proof that they have been sent back.

Condition of returned Goods

The Goods may be inspected and checked as they would be in a physical shop. However, if the Goods have been used to a greater extent, for example part of the roll has been cut off or the film has been heat shrunk, the Customer is liable for the reduction in their value, which may reduce the amount refunded.

When the right to return does not apply

• Goods prepared to an individual order, i.e. made to the Customer's specifications, in particular film cut to a size specified by the Customer (cutting costs an extra 10% of the price of the Goods).
• Goods which, after delivery, have become inseparably combined with other items, e.g. film heat shrunk onto the item being protected.

Complaint: Goods not in conformity with the contract

Applies to Consumers and Business Customers with consumer rights.

Goods do not conform to the contract if, for example, they have a different thickness or different dimensions than described, are damaged, incomplete or do not work. The Seller is liable for any lack of conformity that becomes apparent within 2 years of delivery of the Goods.

How to make a complaint

Write to biuro@opakuj.com or send a letter to the address given in step 2 above. It helps to include:

• your name (company name) and contact details,
• the Order number,
• what the problem is and when it was noticed,
• what the Customer requests (repair, replacement, price reduction or withdrawal from the contract),
• photos, if possible.

This information speeds things up, but it is not a condition for the complaint to be accepted for consideration.

What you can request

1. First, repair or replacement of the Goods. The Seller may choose the other of these options if the one chosen by the Customer is impossible or would involve excessive costs.
2. A price reduction or withdrawal from the contract if the Seller has refused to repair and replace the Goods or has not done so, if the problem recurs despite repair or replacement, if the lack of conformity is so serious that there is no point waiting for a repair, or if it is clear that the Seller will not resolve the problem within a reasonable time. You cannot withdraw from the contract if the lack of conformity is insignificant.

Deadlines and costs

• The Seller responds to a complaint within 14 days. No response within this period means the complaint is accepted.
• The costs of repair, replacement, return shipping and collection of the Goods are borne by the Seller.
• The Seller refunds any money due after a price reduction or withdrawal from the contract within 14 days of receiving the Customer's statement.

Complaint: business purchases

Applies to Business Customers who are not Business Customers with consumer rights.

• The Goods must be checked promptly after receipt.
• Damage caused in transit must be reported to the carrier on receipt (damage report) and to the Seller.
• Visible defects and missing items must be reported to the Seller within 7 days of receipt of the Goods.
• The statutory warranty lasts 12 months from the release of the Goods. If the complaint is accepted, the Seller, at its discretion, replaces the Goods, removes the defect, reduces the price or refunds the price after the Goods are returned.
• The Seller responds to the complaint within 14 days.

Damage in transit

Please check the shipment in the presence of the carrier. If the packaging or the Goods are damaged:

1. draw up a damage report with the carrier,
2. take photos of the shipment and the Goods,
3. write to biuro@opakuj.com.

For Consumers and Business Customers with consumer rights, this is only a request: the absence of a report does not take away the right to make a complaint. For companies, the report is a condition for a complaint about transport damage to be accepted (§ 11 of the Terms and Conditions).

Guarantee

Gas heat guns are covered by a manufacturer's guarantee and a Seller's guarantee, both for 12 months from the release of the Goods. You submit claims under the Seller's guarantee to us, at biuro@opakuj.com or by phone; claims under the manufacturer's guarantee are submitted as described in the guarantee document supplied with the Goods. If you prefer, instead of the guarantee you can use the rights described above: lack of conformity of the Goods with the contract (Consumer and Business Customer with consumer rights) or the statutory warranty (companies). Other Goods are not covered by a separate guarantee unless the description of the Goods states otherwise.

Contact regarding returns and complaints

• e-mail: biuro@opakuj.com
• phone: +48 605 525 882, available Monday to Friday from 8:00 to 16:00 and on Saturdays from 10:00 to 14:00
• address for returns and complaints: MOVIPAK Sp. z o.o., ul. Jutrzenki 9, 05-500 Józefosław