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Shipping from our warehouse in Poland across the EU · VAT invoice · prices excl. VAT for businesses

Returns and complaints

Version 1.0 of 14.11.2026. For consumers. Businesses buying under the B2B Terms have no right of withdrawal.

Part A. Information on the right of withdrawal

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered multiple goods in one order and they are delivered separately, the period expires 14 days after the day on which you acquire physical possession of the last good.

To exercise the right of withdrawal, you must inform us – Callance Sp. z o.o., ul. Niedźwiedzia 16, 86-031 Osielsko, Poland, e-mail: info@callance.eu, telephone: +48 530 928 553 – of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail).

You may use the attached model withdrawal form (Part B), but it is not obligatory.

You can also withdraw online using the function “Withdraw from contract here” in the footer of every page of our shop at https://callance.eu/withdraw-from-contract/. If you use this option, we will send you without delay an acknowledgement of receipt by e-mail, stating the content of your withdrawal and the date and time of receipt.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us at Callance Sp. z o.o., ul. Niedźwiedzia 16, 86-031 Osielsko, Poland, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods. Goods shipped as parcels can be returned by normal parcel service. Goods which, by their nature, cannot normally be returned by post (pallet goods, goods over 31.5 kg or oversized goods) will be collected at your expense; the cost is estimated at a maximum of approximately PLN 300 (about EUR 70) for returns from Poland and EUR 150 for returns from other EU countries.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Practical information (not part of the statutory information)

  • Lithium batteries are dangerous goods in transport. Please contact us before returning a battery – we will explain how to pack it safely and provide a label for an approved carrier. Damaged, swollen or overheating batteries must not be sent as a normal parcel.
  • Installation, connection to an installation, commissioning in a PV system or registration in the manufacturer’s app usually go beyond checking the goods and may diminish their value. Please check the goods as you would in a shop.
  • There is no right of withdrawal for goods made to your specifications or clearly personalised, or in the other cases provided by law.

Part B. Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To: Callance Sp. z o.o., ul. Niedźwiedzia 16, 86-031 Osielsko, Poland, e-mail: info@callance.eu

I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ():

[………………………………………… product name, order number]

Ordered on () / received on (): ……………………

Name of consumer(s): ……………………

Address of consumer(s): ……………………

Signature of consumer(s) (only if this form is notified on paper): ……………………

Date: ……………………

(*) Delete as appropriate.

Optional, to speed up the refund for bank transfer payments: bank account (IBAN): ……………………

Part C. Online withdrawal function

  1. The link “Withdraw from contract here” is in the footer of every page of the shop and is available throughout the withdrawal period without logging in.
  2. The online form asks only for your name, the order number, the e-mail address for the acknowledgement and – if you are withdrawing only for some of the goods – which goods. We do not ask for the reason.
  3. Your statement is submitted when you click “Confirm withdrawal”.
  4. We send you without delay an acknowledgement of receipt by e-mail with the content of your statement and the date and time of receipt.

Part D. Complaint procedure (lack of conformity)

  1. We are liable for any lack of conformity of the goods for 2 years from delivery, also for used and returned goods (clause 10 of the Terms and Conditions). If the law of your country provides you with higher protection, it applies.
  2. For used, returned, damaged or non-working goods we are not liable for characteristics whose absence or defect we clearly described on the product page and which you separately accepted when ordering. For all other characteristics we are liable under the general rules.
  3. You can submit a complaint by e-mail to info@callance.eu, in your Account (“Orders”) or by post to Callance Sp. z o.o., ul. Niedźwiedzia 16, 86-031 Osielsko, Poland.
  4. Please state: your name, order number, product name and serial number, description of the problem and date it was discovered, your request (repair, replacement, price reduction, termination) and, if possible, photos or a video. Missing information will not lead to rejection of the complaint.
  5. Please do not send the goods back before contacting us. If we need the goods for assessment, we will arrange collection at our expense.
  6. We will respond within 14 days of receipt.
  7. Repair or replacement will be carried out within a reasonable time and without significant inconvenience to you, at our expense.
  8. Refunds are made within 14 days of receipt of your price reduction or termination statement, using the same payment method.

Part E. Model complaint form (optional)

To: Callance Sp. z o.o., ul. Niedźwiedzia 16, 86-031 Osielsko, Poland, info@callance.eu

Name: ……………………

E-mail / telephone: ……………………

Order number and date of purchase: ……………………

Product name and serial number: ……………………

Description of the lack of conformity and date discovered: ……………………

Request: repair / replacement / price reduction by …… / termination of the contract (*)

Date and signature (paper form only): ……………………

(*) Delete as appropriate.