Returns and Complaints

 

Last update date: January 23, 2026

Table of Contents

  1. Right to withdraw from the contract (return)
  2. Return procedure step by step
  3. Exchange of goods
  4. Complaints – nonconformity of goods with the contract
  5. Shipping costs and method of refund
  6. Out-of-court dispute resolution methods
  7. Contact

1. Right to withdraw from the contract (return)

According to the Act of May 30, 2014, on consumer rights, the Consumer and the privileged Entrepreneur have the right to withdraw from a distance contract within 14 days without giving any reason. For customers outside Poland (including the EU and outside the EU), we offer the same withdrawal conditions, provided this complies with local laws.

The 14-day period is counted from the day you or a third party indicated by you take possession of the goods.

Exceptions to the right of withdrawal (Article 38 of the Act) include, among others, personalized products or those liable to rapid spoilage.

2. Return procedure step by step

  1. Inform us of your decision – send an email to kontakt@shootershape.pl with a clear statement of withdrawal.*
    You may use the withdrawal form (PDF) – however, this is not obligatory. You can also use the "Request return" option at account.shootershape.pl 
  2. Pack the goods – the returned product must not show signs of use beyond what is necessary to establish its nature, features, and functioning.
  3. Send the parcel back within 14 days of notification to the address:
Shootershape logistics warehouse
Henryka Sienkiewicza Street 39
05-092 Dziekanów Leśny
Poland
+48 509 174 475
sklep@shootershape.pl

We recommend sending the package via InPost Courier (for Poland) or a courier service such as DHL or another available in your region (for international shipments) with tracking option.

Refund (step 4) – promptly, no later than 14 days from receiving your statement, we will refund all payments, including the lowest available delivery cost. We may withhold the refund until we receive the goods or proof of their return.

* If you prefer a paper version, you may also send the completed form in the package.

3. Exchange of goods

If you want to exchange a product (e.g., for a different size), follow the above return procedure and place a new order for the correct product. This way, you will receive the new goods as soon as possible. For international orders, the procedure is the same.

4. Complaints – nonconformity of goods with the contract

If the purchased goods prove faulty or not in accordance with the contract:

  1. Report the complaint to kontakt@shootershape.pl or by traditional mail (address as above).
    In the report, provide: full name, order number, description of the defect, date of noticing it, and the desired way of handling (repair, exchange, price reduction, withdrawal from the contract).
  2. Return or deliver the goods – if necessary, we will ask you to send back the faulty goods for verification.
  3. Complaint handling – we will respond within 14 calendar days from receiving the report. Lack of response within this period means the complaint is accepted.

We handle complaints based on the Consumer Rights Act (goods purchased from January 1, 2023) or the Civil Code (warranty – earlier purchases). For international customers, we apply similar procedures adapted to local regulations.

5. Shipping costs and method of refund

  • Returns: the cost of returning the goods is borne by the Customer. For international orders, costs may be higher depending on location and carrier.
  • Accepted complaints: we refund justified shipping costs (the cheapest standard delivery method).
  • Funds are refunded using the same method as used for payment, unless expressly agreed otherwise. For international payments, the refund currency will match the original transaction.

6. Out-of-court dispute resolution methods

The consumer may use out-of-court methods – including permanent consumer arbitration courts at the Trade Inspection or the ODR platform (https://consumer-redress.ec.europa.eu). Using these procedures is voluntary. For customers outside the EU, we recommend contacting us to discuss alternative solutions.

7. Contact

CodeFormers Ltd.
Online store: shootershape.pl
Email: kontakt@shootershape.pl
Phone: +48 509 174 475

Have questions? Write to us – we will reply no later than within 14 calendar days.