At A1MATE, we want every customer to receive the right product for their vacuum cleaner. If a dust bag does not fit, you wish to return an item, or you have concerns about its quality, please find our return and complaint procedures below.
1. Returns – 14-Day Right of Withdrawal
If you are a consumer, you have the right to withdraw from an online purchase within 14 days of receiving the goods, without giving any reason.
This right also applies to certain sole traders who are entitled to consumer protection under applicable Polish law.
To exercise your right of withdrawal, please send us a clear statement of your decision to withdraw from the contract, for example by email to: support@a1mate.com
To help us process your request more efficiently, please include your order number and the name of the product you wish to return. Prior approval is not required to exercise your right of withdrawal.
To meet the withdrawal deadline, it is sufficient to send your withdrawal notice before the 14-day period expires.
After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days after sending your notice.
Return address:
Vacgear Sp. z o.o.
ul. Nowosielska 50
15-617 Białystok
Poland
The buyer is responsible for the direct cost of returning the goods unless otherwise agreed or required by applicable law. This also applies to returns from other European Union countries.
2. Condition of Returned Products
You may unpack and inspect the product to the extent necessary to establish its nature, characteristics and functionality.
For reusable vacuum cleaner dust bags, we recommend checking compatibility and fit before using the bag to collect dust.
Using the product beyond what is necessary for inspection may result in a reduction in its value. You may be responsible for such a reduction in accordance with applicable law.
Original packaging is not mandatory for a return. However, please ensure that the product is securely packaged to prevent damage during transport.
3. Refunds
Following a valid withdrawal, we will refund all payments that must be reimbursed under applicable law, including the original delivery costs up to the amount of the least expensive standard delivery option offered for your order.
Refunds will be processed no later than 14 days after we receive your withdrawal notice.
We may withhold reimbursement until we receive the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.
Refunds will be made using the same payment method as the original transaction unless we expressly agree on another method that does not result in additional costs to you.
4. Complaints – Defective or Non-Conforming Products
If you receive an incorrect, damaged or defective product, or if the product does not match the stated compatibility information, please contact us at: support@a1mate.com
Where possible, please include your order number, a brief description of the problem and photographs that may help us assess the issue. Photographs and order numbers are not mandatory for exercising your statutory consumer rights.
The seller is responsible for a lack of conformity of the goods with the contract in accordance with applicable consumer protection laws, generally for a period of two years from delivery.
If a product does not conform to the contract, consumers may request repair or replacement. Under the circumstances provided by law, consumers may also be entitled to a price reduction or termination of the contract.
We respond to consumer complaints within 14 days of receiving them.
If the product needs to be returned for assessment or resolution, we will provide instructions on how to proceed.
The seller bears the costs required by law to bring non-conforming goods into conformity with the contract, including necessary shipping and transport costs.
5. Exchange for a Different Model
If you have accidentally ordered a dust bag that does not fit your vacuum cleaner, we will be happy to help you identify the correct model.
Please provide the exact model number of your vacuum cleaner. A photograph of the manufacturer's identification label may also help us confirm compatibility.
If the product you ordered matches its description but you selected the wrong model, you may return it in accordance with the return policy above and place a new order for the correct product.
The buyer is responsible for return shipping costs when the wrong model was ordered by mistake. Shipping costs for the replacement order depend on the available delivery options.
If the product does not conform to the contract, the statutory complaint procedures described in Section 4 apply, including the right to replacement without costs that the consumer is not legally required to bear.
6. Contact
For questions about returns, complaints or selecting the correct vacuum cleaner dust bag, please contact:
A1MATE – Vacgear Sp. z o.o.
Email: support@a1mate.com
Phone: +48 726 398 525
Return address:
ul. Nowosielska 50
15-617 Białystok
Poland
These return and complaint conditions do not limit consumers' statutory rights under applicable law. Business purchases are subject to the relevant provisions of our Terms and Conditions.