The seller is obliged to respond to the customer's complaint in writing or electronically without delay, and no later than within 8 days from the date of receipt of the complaint, that is, to communicate the number under which his complaint was filed in the records of received complaints. The Seller's response to the complaint must contain a decision on whether to accept the complaint, a statement on the Customer's request and a specific proposal and deadline for resolving the complaint.

The deadline cannot be longer than 15 days, or 30 days for technical goods, from the day the complaint is submitted.

According to the Law on Consumer Protection, technical goods are considered to be "... technical goods are complex things, i.e. devices of industrial production for permanent use (office devices, printers, computers, telephones, photocopiers, etc.) whose operation requires electrical energy, other means of supply (e.g. battery or accumulator)"

The seller is obliged to act in accordance with the decision, proposal and deadline for resolving the complaint, if he received the prior consent of the buyer. With that, the Buyer will give his consent as soon as possible from the moment of receiving the Seller's response to the complaint, so that the Seller can resolve the complaint within the above-mentioned legal deadline. Untimely giving of the Buyer's consent will be considered one of the objective reasons why the Seller is unable to satisfy the Buyer's request within the legal term.

If, for objective reasons, the seller is unable to satisfy the Buyer's request within the agreed deadline, he is obliged to inform the Buyer of the extension of the deadline for resolving the complaint and specify the deadline by which he will resolve it, as well as to obtain his consent, which the Buyer will give in as soon as possible. Extension of the deadline for resolving complaints is possible only once.

The seller undertakes to replace any product that has been submitted for service, and whose complaint has not been resolved within the agreed time period, with a new, identical or suitable item. If the Buyer does not accept the exchange of the article for another suitable one, the amount of the purchase price will be returned to the Buyer.

The customer is obliged to collect the repaired product within 30 days at the latest from the moment he received the notification that he can collect the product from the service. After the expiration of this period, the Seller no longer assumes any responsibility for the given product and the product can be handed over for recycling.

If the products are purchased remotely (e.g. via the Seller's website) and delivered to the customer's address, the customer has the right to withdraw from the contract concluded at a distance within 14 days, without giving reasons and additional costs, except for the cost of returning the goods. which in this case is borne by the Buyer. In the case of a contract for the sale of goods, the period of 14 days is calculated from the moment when the goods arrive in the country of the Buyer, that is, a third party designated by the Buyer, who is not the carrier. When the Buyer orders several types of goods that are delivered separately with one purchase order, the 14-day period begins when the last type of ordered goods arrives in the country of the Buyer, i.e. a third party designated by the Buyer, who is not the carrier. The deadline from this paragraph expires at the end of the last hour of the last day of the deadline.

The customer exercises the right to withdraw from the contract with a statement that he can give on a special form for withdrawal from a contract concluded remotely, that is, outside the business premises or in another unambiguous way (hereinafter: withdrawal form). The declaration of withdrawal from the contract in the case of distance contracts and contracts concluded outside the business premises is considered timely if it is sent to the Seller within the period referred to in paragraph 1 of this article. The declaration of withdrawal from the contract takes legal effect from the day it is sent to the Seller. If the Seller enables the Buyer to fill out and send the withdrawal form electronically, he is obliged to notify him of the receipt of the form without delay in writing or on another permanent record carrier.

At the moment of concluding the contract, and at the latest upon delivery of the goods, the Seller will hand over to the Buyer in written form or on a permanent record carrier a cancellation form and a copy of the signed contract. Notice to the Buyer and the Law on Consumer Protection (Seller's business address, address and e-mail address of the Seller to which the Buyer can file a complaint and the price of the goods) is included in the text of this contract.

After the deadline referred to in paragraph 1 of this article, the Buyer's right to withdraw from the contract ends.

In case of legal withdrawal from the contract, the Seller is obliged to return to the Buyer the amount paid by the Buyer under the contract without delay, and no later than within 14 days from the day he received the withdrawal form. The Seller may delay the refund until it receives the goods to be returned, or until the Buyer provides proof that it has sent the goods to the Seller, whichever comes first. The buyer is obliged to return the goods to the seller or to a person authorized by the seller, without delay, and no later than within 14 days from the day he sent the withdrawal form. The customer bears exclusively the direct costs of returning the goods. The buyer is solely responsible for the reduced value of the goods that occurs as a result of handling the goods in a way that is not adequate, that is, exceeds what is necessary to establish the nature, characteristics and functionality of the goods. The customer will return the product in its undamaged original packaging, with all associated documentation in the original packaging and in the same condition as it was delivered, without any mechanical or any other damage.

In the case of returning goods and refunding funds to a customer who paid via account, the refund is made by payment to the account from which the payment was made.

In the case of returning goods and refunding funds to the customer who paid upon receipt of the goods, the refund is made by payment to the account specified in the Form for withdrawal from the distance contract filled out by the customer.

The contract termination form can be requested from the Seller by email: info@orbitex-trading.com

The completed contract form together with the properly packed goods and the associated packaging and documentation as described above, should be sent by the buyer to the address:

ORBITEX TRADING LTD

29 Scarlet house

17 Thimble Crescent SM6 7FR Wallington, UK

+447399321703

The customer has no right to withdraw from the contract in case of:

• delivery of goods or provision of services, the price of which depends on changes in the financial market that cannot be influenced by the Seller and may occur during the withdrawal period;
• delivery of goods manufactured according to the special requirements of the Customer or clearly personalized;
• deliveries of sealed goods, sealed audio, video or computer software, which are unsealed after delivery;
• delivery of goods that, after delivery, due to their nature are inseparably mixed with other goods, as well as consumables that have been used (toner);
• the delivery of digital content that was not delivered on a permanent record carrier if the performance began after the prior express consent of the Customer and his confirmation that he knows that in this way he loses the right to withdraw from the contract.

With this Agreement, the Customer expressly consents to the delivery of digital content that is not delivered on a permanent record carrier and confirms that he knows that in this way he loses the right to withdraw from the contract.