Warranty and service

Some of the products sold in our store have a manufacturer’s warranty. If a defect is detected in the equipment covered by the warranty, contact the nearest service point indicated in the warranty card or on the manufacturers’ websites. It is a very quick complaint process, which allows you to bring the equipment back to working order in the shortest possible time.

Note: please keep the proof of purchase (receipt or invoice) and the original packaging until the end of the warranty period – they are the basis for submitting complaints.

Complaints

Before picking up the package, always check that it has not been damaged in transit. If the packaging has visible external damage, we recommend that you refuse to accept the shipment and then contact us at the following e-mail address: shop@marxam-project.com.

After paying the required amount and confirming receipt of the package, it is possible to open the package in the presence of the courier – in the event of discrepancies, a discrepancy report is prepared, which is the basis for a later complaint.

If the purchased goods turn out to have manufacturing defects or are not as described, please follow the complaint procedure below:

  1. Send us the product, of which you want to begin the complaint process, attaching a written statement in which you describe in detail the reasons for the product complaint, the form of compensation, as well as the return address and account number to which the refund will be made (depending on the decision made by the store).
  2. Within 14 days of receiving the shipment, we will inform you by e-mail or by phone about the result of the complaint procedure.
  3. If the complaint is considered positively, within 7 working days from the date of making the decision, we will compensate you for the costs incurred by: repairing the product, sending a new product or refunding the cost of the product.
  4. If the complaint is considered unjustified, we will provide you with a detailed justification of the decision made and within 14 working days we will send back the product at your expense. In the case of payment by credit card, the refund will be made to the card.

In case of doubt, please contact us at the following e-mail address: shop@marxam-project.com. We will provide you with tips on how to make a complaint quickly and easily.

Return of products

In accordance with applicable regulations, within 14 calendar days from the date of delivery of the ordered goods, you have the right to return them without giving reasons as part of withdrawing from the contract, according to the general rules resulting from the regulations on concluding distance contracts. This applies only to consumer sales, so it applies only to sales to a person who makes a purchase for purposes unrelated to professional or business activity.

The returned product cannot bear traces of use – each element must be complete and factory packed, the goods must be delivered in the original packaging in an unaltered state. If this condition is not met, the product will not be accepted.

If you want to return a product:

  1. Return the purchased product in undamaged condition and in the original packaging with all its contents.
  2. Attach to the shipment a written statement in which you will include the desire to return the product, as well as the account number to which the refund will be transferred.
  3. Within 3 business days of receiving your shipment, we will check the condition of the delivered product (whether it has no signs of use, whether it has not been damaged or destroyed, whether it is in its original packaging with all its contents).
  4. If we do not note any contraindications, we will send information to your e-mail address about the positive consideration of the return of the product. A refund will be made to the attached account number within 7 days. In the case of payment by credit card, the refund will be made to the card.

In order to make a return, you can use the form provided by us available here.

If your return of the product is rejected (due to damage to the product or signs of use), we will send you, to the provided e-mail address, information about not accepting the return of the product. Within 7 working days, we will send the product back to the indicated return address at your expense.