Complaints & Returns

We want using our equipment to be trouble-free. If a product has not met your expectations or is not working properly, there are two routes available to you. Choose the one that fits your situation.

1. Returning goods — withdrawal from the contract within 14 days

If you buy as a consumer (or as a sole trader, where the purchase is not of a professional nature for you), you can withdraw from the contract within 14 days without giving any reason.

How the deadline is calculated

The period runs from the day on which you – or a person you have indicated, other than the carrier – received the goods. If your order arrived in several parcels, it runs from receipt of the last one. To meet the deadline, it is enough to send us your withdrawal statement before the period expires; the goods themselves can be sent back later.

Step by step

1. Let us know
   Send your withdrawal statement to info@lorgar.pl or by post to our registered office. You can use the form below or write in your own words — what matters is the content, not the form. We will confirm receipt of your statement by email.
2. Send the goods back
   You have 14 days from sending your statement to do so. Please include the completed form and proof of purchase (receipt, invoice or order number) in the parcel — this is not a condition for accepting the return, but it makes settlement much faster.

   ASBC POLAND SP. Z O.O. — RETURNS
   ul. Słowikowskiego 81C, Building H4
   05-090 Raszyn
   Poland
   mark the parcel: ZWROT (RETURN) + order number

3. Get your money back
   We refund the full order amount, including the delivery cost up to the price of the cheapest standard delivery option available in our shop. If you chose a more expensive delivery option, you cover the difference.

When you will receive your refund

We refund your payment without undue delay and no later than 14 days from receiving your withdrawal statement. However, we may withhold the refund until we have received the goods back or until you have sent us proof that you have sent them back, whichever is earlier. Sending us your proof of postage quickly will therefore speed up your refund.

We refund the money using the same payment method you used. We will use a different method only with your express consent and only if it involves no costs for you.

Cost of sending the goods back

The Buyer bears the direct cost of returning the goods.

Condition of returned goods

You can check the product just as you would in a physical shop — look at it, check that everything is included, try on the headset, switch on the keyboard. However, you are liable for any diminished value of the goods resulting from handling them beyond such checking: visible signs of use, dirty ear cushions, scratches on the casing or missing items from the set. In that case, we may reduce the refund by the amount of the diminished value — we will inform you of this, with our reasons and supporting documentation.

Please return the goods complete, with accessories and documentation, and in the original packaging where possible. The absence of the original packaging does not in itself take away your right to return the goods.

When the right of withdrawal does not apply

Under Article 38 of the Polish Consumer Rights Act, the right of withdrawal does not apply to, among other things:

• goods supplied in sealed packaging which cannot be returned once opened for health protection or hygiene reasons, if the packaging was opened after delivery;
• goods made to your specifications or intended to meet your individual needs;
• sound or video recordings and computer software supplied in sealed packaging, if the packaging was opened after delivery;
• digital content not supplied on a tangible medium, if performance began with your express prior consent and after you acknowledged that you would lose your right of withdrawal;
• goods which, after delivery, are by their nature inseparably mixed with other items.

2. Complaints — lack of conformity of the goods with the contract

We are liable for the conformity of the goods with the contract for 2 years from delivery. You do not have to prove that the defect existed from the start — throughout this period, any lack of conformity found is presumed to have existed at the time the goods were delivered.

Goods are not in conformity with the contract where, among other things, they do not match the description on the product page, do not have the characteristics typical of this type of equipment, are not fit for a purpose you told us about, are incomplete or do not work properly.

Step by step

1. Submit a complaint
   Email info@lorgar.pl and include: your order number or proof of purchase, the product name and serial number, a description of the problem (what happens, since when and in what circumstances), photos or a short video, what you are requesting — repair or replacement — and your contact details. You can also use the complaint form below.
2. We arrange how to get the equipment to us
   We will reply with shipping instructions and an RMA number. We cover the cost of delivering the goods to us as part of a complaint. We do not accept cash-on-delivery parcels — please wait for our instructions or a return label before sending the parcel.
3. We review your complaint
   We respond to complaints within 14 days of receiving them. If we do not respond within that time, the complaint is deemed to have been accepted.
4. Repair or replacement
   We bring the goods into conformity with the contract within a reasonable time and without significant inconvenience to you. We cover all costs — removal, delivery, labour, materials and reinstallation.

What you can request, and in what order

First: repair or replacement. The choice is yours. We may offer the other option if the one you request is impossible or would involve excessive costs.

You can choose a price reduction or withdrawal from the contract where:

• we have refused to repair and replace the goods, or have not brought them into conformity with the contract;
• the lack of conformity persists despite an attempted repair or replacement;
• the lack of conformity is serious enough to justify an immediate price reduction or withdrawal from the contract;
• it is clear from our statement or the circumstances that we will not bring the goods into conformity within a reasonable time or without significant inconvenience to you.

You cannot withdraw from the contract if the lack of conformity is minor. The burden of proving that the lack of conformity is minor lies with us.

If you withdraw, you return the goods to us at our expense, and we refund the price without undue delay, no later than 14 days from receiving the goods or proof that they have been sent back. We refund a price reduction within the same period, counted from receipt of your statement. Until we have fulfilled our obligations arising from the complaint, you may also withhold payment of the price.

Damage in transit

If your parcel arrives visibly damaged, check the contents in the courier’s presence and, if possible, have a damage report drawn up. This is not a condition for accepting a complaint, but it makes handling it easier and faster. Let us know as soon as possible and include photos of the packaging and contents.

3. Manufacturer’s guarantee

Separately from a complaint to the seller, LORGAR products may be covered by a manufacturer’s guarantee. The guarantee is an additional right — it does not limit, exclude or suspend your rights arising from a lack of conformity of the goods with the contract. The choice of route is yours: you can contact us as the seller or use the guarantee.

4. Business purchases

• Sole traders buying for non-professional purposes — where the product is not related to the business activity registered in CEIDG (the Polish Central Register and Information on Economic Activity), you have the same rights as a consumer: 14-day withdrawal and complaints for lack of conformity of the goods with the contract.
• Other businesses — the 14-day right of withdrawal does not apply; the statutory warranty for defects (rękojmia) applies under the Polish Civil Code.

5. Disputes and consumer assistance

We always encourage you to contact us first — most issues can be resolved without a formal procedure. If we do not accept your complaint and you disagree with our position, you can use out-of-court dispute resolution:

• a municipal or district consumer ombudsman (miejski lub powiatowy rzecznik konsumentów) — free legal assistance;
• the Voivodeship Inspectorate of Trade Inspection (Wojewódzki Inspektorat Inspekcji Handlowej, WIIH) — mediation and the permanent consumer arbitration court at the WIIH;
• non-governmental organisations supporting consumers, including the Consumer Federation (Federacja Konsumentów);
• the European Consumer Centre — for cross-border matters within the European Union;
• information and a search tool for ADR bodies: polubowne.uokik.gov.pl.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. Using it is not obligatory — an unequivocal statement is sufficient.

Model complaint form

Frequently asked questions

How long do I have to return a product?
14 days from receiving the parcel. It is enough to send us your withdrawal statement within that time — you can send the goods back within a further 14 days.

Do I have to give a reason for the return?
No. We would be glad to hear your feedback, but it has no effect on how your return is handled.

When will I get my money back?
Within 14 days of our receiving your statement. We may withhold the refund until we receive the goods or you send us proof of postage.

Can I return a product after opening the packaging?
Yes — opening the packaging does not in itself take away your right to return the product. The exception is goods supplied in sealed packaging which cannot be returned once opened for health protection or hygiene reasons. If the product is defective, we handle it as a complaint.

Does the refund include the delivery cost?
Yes. We refund the price of the products and the delivery cost up to the price of the cheapest delivery option available in our shop.

What is the difference between a complaint and a guarantee?
You submit a complaint to us, as the seller, within 2 years of delivery of the goods. A guarantee is an additional right from the manufacturer, on the terms set out in the warranty card. The choice of route is yours.

I bought for my business — can I return the goods?
If you are a sole trader and the purchase is not of a professional nature for you — yes, on consumer terms. Other businesses do not have the 14-day right of withdrawal.

I have lost my receipt. Is that a problem?
No. A payment confirmation, an order confirmation email or the order history in your account also serve as proof of purchase.

Contact

Returns and complaints: info@lorgar.pl
ASBC POLAND SP. Z O.O., ul. Słowikowskiego 81C, Building H4, 05-090 Raszyn, Poland

This document is effective from 1 September 2026. Version 1.0. Legal basis: the Polish Act of 30 May 2014 on consumer rights and the Polish Civil Code.