Complaints

If, for any reason, you wish to submit a complaint about the goods you purchased, you can do that by following the steps described below.

Other information concerning the complaint handling procedure is provided in the Terms and Conditions.

If you are a registered user

Complaint

STEP 1.

Sign in to outhorn.com (using your username and password). Then, after hovering your cursor over the man icon, click on "YOUR ACCOUNT".

STEP 2.

In the menu on the left, click on "SUBMISSIONS”, and then click on the "Submit a complaint" button. When you see your order, click "DETAILS" and then "COMPLAINT".

STEP 3.

When you see the complaint form, choose the product(s) you wish to make a customer complaint about and enter the quantity.

STEP 4.

In the field "The complaint description", please enter the reason for the complaint.

STEP 5.

Select the legal rights you wish to exercise from the drop-down list under "Form of compensation":

  • Repair
  • Exchange for goods without defects
  • Cash refund

STEP 6.

Enter your bank account number in the next field.

STEP 7.

Send your application by clicking on the "SUBMIT" button.



Please remember that all complaints (including returns) are submitted and handled in accordance with the Terms and Conditions of the online store, including the rules of personal data protection.

If you are not a registered user


Complaint e-mail

Send an email to [email protected]. In the subject line write "Complaint, order No.:". Enter your name and surname, address, phone number, bank account number, order number and the information about the product(s) you want to complaint about, why and the form of compensation.

Please remember that all complaints (including returns) are submitted and handled in accordance with the Terms and Conditions of the online store, including the rules of personal data protection.




Finalization of the complaint

(the same in both cases)


STEP 1.

Wait for a confirmation email. In the message you will find the necessary complaint notification number and the shipping address.

STEP 2.

Pack the product you are complaining about, include a copy of the invoice and send your parcel to the following address:

 

OTCF S.A.
Dział Reklamacji
Garbarska 45a
32-340 Wolbrom
Poland

NOTE!

Please do not send back the claimed goods "cash on delivery" or via Paczkomaty InPost, as we are not technically able to collect such parcels.

STEP 3.

You will find out how your complaint will be handled by e-mail from the online shop. If you have any questions about your complaint, please contact our customer service.

 

Visit http://ec.europa.eu/consumers/odr to find an EU-level online platform for the resolution of disputes between consumers and entrepreneurs (the ODR platform). The ODR platform is an interactive, multilingual website with a centre of comprehensive services for consumers and entrepreneurs that seek extrajudicial resolution of disputes related to contractual obligations that arise in relation to an online sales contract or service contract.

Returns and Complaints Department | Online Store

Monday to Friday 8:00 am - 4:00 pm GMT+1

tel.:   +48 12 384 80 45

e-mail:   [email protected]