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EcoParceli vastus

Good evening Wiktor,

Our local partners attempted the collection twice; however, on both occasions the shipper was not present. We can confirm, based on GPS data, that the courier arrived at the correct address in Kraków.

Regarding hidden fees, we must respectfully clarify that none were applied. The flexible cancellation option allows you to request a refund at any time, with the possibility of receiving a full refund.
When a collection fails due to the shipper’s absence and the courier’s time is lost, operational costs are still incurred. For this reason, a €6 fee is applied. When submitting the refund request, you acknowledged and agreed to this fee. As an alternative, you also had the option to rebook the collection, but you chose to proceed with a refund.

After receiving your refund request, we reached out to ask whether you preferred the refund to be issued to your bank account. As we did not receive a response, the amount was added to your account balance as credit.

Two months later, you contacted us requesting the refund to your bank account. We explained that refund requests must be completed within 28 days, in accordance with our Refund Policy, which you agreed to during the order process.

We would also like to note that the new order you created after two months was collected and delivered on time, with the shipper present.