You are buying equipment you have not seen in person, so you have the right to change your mind. Below are the rules on returns, exchanges and complaints. We set them out plainly, without sending you off to three other documents.
14 days to withdraw from the contract
If you are buying as a consumer, you have 14 days to withdraw from the contract without giving a reason. The period runs from the day you took delivery of the goods. It is enough to send the statement within those 14 days, and the goods themselves may come back to us later.
The same right belongs to a sole trader with consumer rights, that is a person running a sole proprietorship who buys goods unconnected with the professional character of their business. A simple test: if you run a welding workshop and buy a welder, you are buying professionally and the right of withdrawal does not apply to you. If you run an accountancy office and buy a welder for your garage, it does.
Companies, cooperatives and other businesses have no right of withdrawal. We may accept a return as a matter of goodwill, but that is our decision, not an obligation. Ask us before you buy.
What you cannot return
- Goods made to order. A machine assembled to your specification, a cable cut to length, a set put together on an individual order. Withdrawal does not apply here, because nobody else will buy those goods.
- Wire from an opened package. A spool without its film and coils with the tape removed lose value, because the wire picks up moisture and rust. The right of withdrawal remains, but you are liable for the reduction in the value of the goods and we deduct that amount from the refund. If you want to test a wire before buying, order a single spool as a trial.
- Electrodes and consumables in a broken hermetic tin. The same rule applies.
You may connect a machine and check it as you would in a shop on the high street. Strike an arc, click through the menu, look it over. If you work with it for a week on a building site, use up the accessories and send it back scratched, we will deduct the loss in value.
Returns step by step
- Step 1. Write to sklep@spawlab.pl or call +48 669 162 833. Give the order number and what you are sending back. You can write the statement of withdrawal in your own words, you do not have to use the statutory template.
- Step 2. You get a confirmation from us by email together with the return address. With a machine on a pallet we arrange transport before you send anything.
- Step 3. Pack the goods so that they arrive intact. The original box with its packing is best. Include everything you received: torch, cables, regulator, manual and documents.
- Step 4. Send it back within 14 days of submitting the statement. Keep the proof of posting.
- Step 5. We refund within 14 days of receiving the statement, by the same route you paid. With instalments and leasing the money goes back to the financing institution. We may hold the payment until the goods reach us or you send proof of posting.
We also refund the cost of delivery to you, at the level of the cheapest option we offered. If you chose more expensive transport, you cover the difference yourself.
Who pays for the return
The cost of sending goods back on withdrawal is borne by the buyer. You post a courier parcel yourself. With a machine on a pallet, ask us for a rate before you order transport on your own. It is usually cheaper to send it on our account with the carrier, and we settle the difference with the refund.
Where a complaint is upheld, we pay for transport both ways. Do not send a shipment cash on delivery, we do not accept those.
Exchange
Formally an exchange is a return plus a new order. In practice we do it in one shipment: you write and tell us what you want instead, we price the difference and send the new goods once the old ones come back or once we have proof of posting. With wire of a different classification or diameter the exchange goes through immediately, provided the packaging is intact.
Complaints, goods not in conformity with the contract
Goods not in conformity with the contract, that is different from the description, incomplete or faulty, are the subject of a complaint to us. A consumer and a sole trader with consumer rights are covered by the provisions on lack of conformity of goods with the contract. You may demand repair or replacement, and where that is impossible or excessively burdensome, a price reduction or withdrawal from the contract.
For used goods the law allows a shorter liability period than the standard two years, provided we inform you of it before the purchase. The period we apply to used machines is 12 months from the day the goods are handed over. For new goods the full two years apply.
A company buying in connection with its professional activity is not a consumer. Towards such buyers we exclude the statutory warranty for defects on the basis of Article 558 paragraph 1 of the Civil Code, as set out in the terms and conditions. Report faults to us anyway, because we repair equipment in our own service centre, and a machine bought from us includes the first year of the basic service package in the price.
We deal with a complaint within 14 days of it being submitted. You get a reply in writing or by email. No reply within that period means the complaint is upheld.
What to prepare for a report
- the order or invoice number,
- a description of the fault: what the machine does, at what settings, since when,
- photographs or a short film, and with an error on the display a photograph of the code,
- the serial number from the rating plate.
With that set of information we diagnose half of all cases remotely and send a part instead of calling the machine in.
Service package for used machines
We give no commercial warranty on used machines. Every unit is checked in our own service centre to current standards, and the price of the machine includes the first year of the basic service package. You buy further years separately: repairs come out cheaper, a periodic inspection is added, along with priority in the service queue and an inspection report for your records. We give the test result and the list of replaced parts in the product listing.
The basic package covers the electronic and mechanical systems of the machine. It does not cover wearing parts, that is contact tips, gas nozzles, tungsten electrodes, feed rollers, liners and cables damaged mechanically. Nor does it cover the effects of running on the wrong voltage, flooding, overheating with a blocked air inlet, or repairs carried out outside our own service centre.
The service package is a service and not a warranty, so it does not take away your rights arising from lack of conformity of the goods with the contract. Those are described above and apply independently of the package.
The manufacturer warranty on new machines runs on the terms in the manufacturer warranty card. You can still make the report to us and we will handle the rest for you.
Reporting to the service centre
Phone +48 669 162 833, email sklep@spawlab.pl, Monday to Friday between 8 and 16. Service address: ul. Akacjowa 15, 63-700 Krotoszyn.
You can bring the machine in yourself after calling ahead, or order collection from us by pallet transport. After the diagnosis you get a repair quotation and decide whether we go ahead. Delivery terms are set out on the Delivery and payment page.