Returns, Withdrawal and Complaints
Contact us first
We are sorry if an item has to be returned or complained about. Contact [email protected] and include the order number, product code, a short description and, where useful, photographs. Photographs are helpful but are not a condition for exercising statutory rights.
Return and complaint address:
Kamenikova Masiarova Monika
Magurska 8, 34-480 Jablonka, Poland
Do not send cash on delivery unless we have expressly agreed to it.
14-day withdrawal from an online purchase
A consumer may withdraw without giving a reason within 14 days after receiving the goods. If one order is delivered in several parts, the period normally starts when the last item, lot or part is received.
Use the online function labelled Withdraw from contract here, or send an unambiguous statement by email or post. It is enough to send the statement before the deadline. We acknowledge an online withdrawal without undue delay by email or another durable medium.
- Your name and contact email
- Order number and the goods concerned
- Date the goods were received
- A clear statement that you withdraw from the contract
- Date and signature only if the form is sent on paper
Returning goods after withdrawal
Send the goods back without undue delay and no later than 14 days after notifying us of the withdrawal. Pack the item securely and include the order number. Unless we agreed otherwise or failed to inform you, you bear the direct return cost for a withdrawal based only on a change of mind.
You may handle the goods only as necessary to establish their nature, characteristics and functioning, as you could in a shop. You may be responsible for diminished value caused by handling beyond that. Fitting or using a spare part does not automatically remove the right of withdrawal, but may reduce its value; a statutory exception can apply where the goods have become inseparably mixed with another item.
Refund after withdrawal
We refund payments received, including the cost of the least expensive standard delivery offered for the order, without undue delay and no later than 14 days after being informed of the withdrawal. We may withhold the refund until the goods are returned or the consumer supplies evidence of having sent them, whichever occurs first.
The refund is made using the original payment method unless another method is expressly agreed and causes no fee to the consumer. Extra delivery cost resulting from a more expensive delivery method selected by the customer is not refundable.
Main statutory exceptions
The right of withdrawal may not apply in cases defined by law, including goods made to the consumer's specifications or clearly personalised, sealed goods unsuitable for return for health-protection or hygiene reasons after unsealing, and goods that after delivery become inseparably mixed with other items. An exception is applied only where its legal conditions are met.
Complaint about a defective, damaged, incomplete or wrong item
If the item is damaged, incomplete, wrong or not in conformity with the contract, stop installation or use where continuing could cause damage or a safety risk and contact us promptly. Keep the packaging where reasonably possible, but the absence of original packaging or a receipt does not by itself remove statutory complaint rights.
Describe the lack of conformity and your requested remedy. The consumer may initially request repair or replacement, subject to the statutory rules. A price reduction or termination may be available where the legal conditions are met. The seller bears the necessary cost of a justified complaint, including collection, transport, labour and materials.
The seller's liability for lack of conformity lasts at least two years from delivery. We respond to a consumer complaint within 14 days of receipt where Polish law requires this. Commercial or manufacturer warranties, if any, are additional and do not replace the seller's statutory obligations.
Out-of-court assistance
After first contacting us, a consumer may seek assistance from a consumer ombudsman, the Polish Trade Inspection system, an authorised ADR body or, for cross-border cases, the European Consumer Centres Network. The former EU ODR platform was discontinued in 2025.
