Complaints

1. Reporting a complaint
   If the purchased product has a defect, please report the complaint by e-mail to reklamacje@multiverse.spa. In the notification, please include:
   1. Order number
   2. Description of product defects
   3. Photos documenting the defect
   4. Contact information (name, surname, phone number, email address)
2. Complaint handling process
   Upon receipt of the application, we will conduct a verification of the application. We will inform you of the result of the complaint by email within 14 working days from the date of receipt of the application. If the complaint is accepted, Multiverse will then take appropriate action.
3.  Reimbursement
   If the complaint is accepted, we will refund the full cost of the product including shipping costs. The refund will be credited to the bank account specified by the customer within 14 days from the date the complaint is accepted.

Warranty

1.  Warranty terms and conditions
   The warranty applies to devices and equipment excluding natural wear and tear. Covers a period of 24 months from the date of purchase in our store.
2.  Fulfillment of warranty
   If a product defect is confirmed within the warranty period, the goods will be repaired or replaced with a new one. The basis for processing a claim is an email notification, including proof of purchase, a description of the damage, the circumstances of its occurrence and evidence materials.
3. Transportation costs
   The cost and risk of loss or damage on the way to or from Multiverse shall be borne by the person entitled to the warranty. Complaints should be sent to:
   Multiverse 
   2 Chemików St., Warehouse 1
   62-030 Lubon
4. Warranty exclusions
   The warranty does not cover damage resulting from:
   1. Incompatible use of the product
   2. Improper installation, assembly, disassembly or handling
   3. Overloading, overheating, burnout of the device
   4. Mechanical damage or flooding of electronic parts
   5. Use by unauthorized and untrained persons
   6. The warranty also excludes consumable parts such as power cords, communication cables, electric heaters, thermostats, gaskets, batteries, running parts, batteries, filters, upholstered parts, and any parts subject to natural wear and tear.
5.  Refusal to repair
   If the repair request is unfounded, Multiverse will notify the applicant of the refusal within 7 working days.
6. Deadline for reporting defects
   Warranty rights are extinguished if the defect is not reported within 7 days of its discovery.

Returns

1.  Right of withdrawal
   Customers have the right to withdraw from the purchase contract without stating a reason within 14 days of receiving the product. To exercise your right of withdrawal, please send a statement to shop@multiverse.spa.
2. Product return
   The product should be sent back to the address:
   Multiverse
   Chemikow Street 2, Warehouse 1
   62-030 Lubon

   The product must be intact, in its original packaging, with complete equipment and documentation. The cost of return shall be borne by the customer.

3. Return of funds
   Upon receipt and inspection of the condition of the returned product, the refund will be made within 14 days to the bank account specified by the customer.
4. Return form
   https://multiverse.spa/wp-content/uploads/2024/06/formularz-zwrotu.pdf
   

Contact

If you have any questions about complaints, returns or exchanges, please contact us.

Email: shop@multiverse.spa

Phone: +48 510 949 186

Multiverse makes every effort to make the process of complaints, returns and exchanges smooth and transparent, ensuring that our customers are fully satisfied with their purchases. Thank you for choosing our products!