Returns and complaints

Returns

You can return products purchased from us within 14 days of receiving the parcel. To do so, you can log in to your account and use the quick returns option.

Choose the products to return
Return all or only selected products from the order list. You have 14 days to make a return.

Provide the shipment details
Check the details pulled from the order and fill in the missing information, including the shipping method, packaging type and dispatch date.

Pack and send the parcel
Pack the return in the same or different packaging. Hand the parcel to a courier, take it to a parcel locker or a drop-off point. The products will come back to the shop.

You can also send the return to the address below:

Returns address
JUST KETO Jusi Kraczkowska
1 Maja 5A/50
10-117 Olsztyn, Poland

Remember to include the invoice/receipt and the withdrawal statement in the parcel. You can download the statement [here: Withdrawal form]. If you use a different form, be sure to provide your bank account number and fill in your first and last name legibly. This will speed up the refund. You can also send the withdrawal statement by e-mail to: info@taleshop.pl. The 14-day return period is deemed to be met based on the date the e-mail with the statement is sent or the date the return parcel is dispatched. The returned goods must be complete and show no signs of use. If you return a product that does not meet these requirements, we will be forced to send it back at your expense.

We transfer the refund for the returned goods no later than 14 days after receiving the parcel. The refund method depends on the payment method chosen when placing the order. If the order was paid by instant transfer, we will refund it the same way. In the case of a partial return of an order, shipping costs will not be refunded.

The cost of returning the goods to the Shop is borne by the Customer. If the order was paid for but not collected, we refund the order value less the cost of the return shipment.

Complaints

If the product you purchased turned out to be faulty, damaged or not as ordered, we will be happy to help you resolve the problem. The complaint procedure is described below:

Contact us
Use one of the available contact methods (contact form, e-mail, helpline).
Helpline (Monday to Friday, 9:00–18:00): 502 266 370
E-mail: info@taleshop.pl

Describe the problem in detail
Describe the problem you have encountered in detail and attach all relevant information and documents, such as the order number, receipt or invoice.

Response and further instructions
We will respond to your request as quickly as possible and provide further instructions regarding the complaint. If the complaint is accepted, we will aim to resolve the problem in the way that is most favourable to you. This may include replacing the product with a new one, repair, a refund or another form of compensation.

Complaints address
JUST KETO Jusi Kraczkowska
1 Maja 5A/50
10-117 Olsztyn, Poland
Tel. 502 266 370

The detailed returns and complaints policy can be found [here]. If you have any questions about returns or complaints, contact our customer service team: info@taleshop.pl. We are here to help you and ensure the best shopping experience.