Complaints and returns

How to make a claim?

If the product you purchased does not meet your expectations or is damaged, you have the right to file a complaint. To do so:

  1. Contact us via e-mail at kontakt@whiteoak.com.pl or by phone at +48 666 708 166, describing the problem in detail. In your request, provide your order number and photos showing the defect (if applicable).
  2. Send the product to the address of our warehouse, which we will provide after the claim. Remember to include the proof of purchase and the claim form you will receive from us via email.
  3. It takes up to 14 working days to process a complaint from the time of receipt of the shipment. After the complaint is accepted, we will offer to replace the product with a new one, repair or refund.

Returns

If you wish to return a product, you have 14 days from the date of receipt to do so. To return a product:

  1. Inform us of your intention to return by emailing kontakt@whiteoak.com.pl or calling +48 666 708 166.
  2. Pack the product in a way that protects it from damage in transit and send it back to the address we will provide in response to your request. Include with your shipment the proof of purchase and the return form available below
  3. The refund will be made within 7 days after we receive the shipment. The refund will be made to the same account from which the payment was made, unless we agree otherwise.
Return FormDownload

Return address:

WhiteOak Sport Equipment Jakub Kozłowski
ul. Kowalska 144
51-424 Wroclaw
Poland

Contact:

Phone: +48 666 708 166
E-mail: kontakt@whiteoak.com.pl
Alternate E-mail: whiteoakclimbing@gmail.com

Important information

  • Returned products must be intact, with complete tags and in original packaging.
  • Return shipping costs are paid by the customer, unless the product was damaged or does not conform to the order.

If you have any questions or concerns, please feel free to contact our team. We are at your service and will be happy to help solve any problems.