Returns and complaints policy
Returns and Complaints Policy
Thank you for shopping in our online store. Below we present our Returns and Complaints Policy so that you know what rights and rules apply if you decide to return a product or file a complaint.
- Product Returns
1.1. The customer has the right to withdraw from the contract without giving a reason within 14 days from the date of receipt of the goods. To exercise the right of withdrawal, the Customer must inform us of his decision by an unambiguous statement (e.g. by post, e-mail).
1.2. In the event of withdrawal from the contract, the Customer is obliged to return the product intact, complete, in the original packaging, no later than 14 days from the date of informing us about the decision to withdraw.
1.3. The costs of returning the product are borne by the customer. We make the refund using the same payment method that the Customer used to finance the purchase, unless the Customer has expressly agreed to a different refund method.
- Product Complaints
2.1. If you receive goods that are damaged, inconsistent with the order or have defects, the customer has the right to file a complaint.
2.2. Complaints may be submitted in writing via traditional mail or e-mail, providing data enabling the Customer's identification, a description of the product defect and the expected solution.
2.3. We guarantee that the complaint will be considered within 14 days from the date of its receipt. If necessary, we will contact the customer to obtain additional information.
2.4. If the complaint is accepted, we will replace the product with a new one or refund the full purchase price along with delivery costs. If we cannot exchange it for a new product, we will offer a refund.
2.5. If the complaint is rejected, we will explain the reasons for this decision and provide the Customer with appropriate information on next steps.
- Exclusion of the Right to Return and Complaint
3.1. The right to return and complaint does not apply to hygiene products that have been opened after delivery (e.g. cosmetics, underwear).
3.2. The right to return and complaint does not apply to products that have been manufactured or adapted specifically to the Customer (e.g. products made to order).
- Refund
4.1. In the event of a return, we will issue a refund within 14 days of receiving the return. This deadline may be extended if we have not yet received the returned goods or the customer has provided us with proof of its return.
4.2. We will make the refund using the same payment method that the Customer used to finance the purchase, unless the Customer has expressly agreed to a different refund method.
- Contact regarding returns and complaints
In matters related to returns and complaints, please contact us via the contact details provided on the Store's website.
