Refund Policy

Delivery responsibility

When the delivery method is selected from the options offered in our store, we remain responsible for the order until it is delivered to the customer or to another person indicated by the customer.

If a parcel is lost or damaged before delivery, please contact us. We will investigate the shipment directly with the carrier.

The customer is not required to pursue a claim directly against a postal operator or courier selected by our store.

Lost parcels

A parcel is not automatically considered lost merely because tracking has not been updated for several days. International shipments may remain temporarily without a new scan during transport, customs processing or transfer between carriers.

If the carrier confirms that the parcel has been lost, or if the parcel has not been delivered within a reasonable period and the available evidence indicates that it has been lost, we will offer an appropriate solution.

Depending on the circumstances and product availability, we may:

• manufacture and send the order again at no additional charge; or
• refund the price of the undelivered products and the delivery charge paid for the order.

We may need to complete the carrier's investigation before issuing a replacement or refund. This does not limit any mandatory consumer rights or statutory delivery deadlines.

Any claim against the postal operator or courier will be handled by us where the shipping method was selected from the options offered by our store.

Delivery problems caused by our error

If an order cannot be delivered because of an error attributable to us, such as an incorrect product being sent or incorrect shipping information entered by us, we will correct the problem at our expense.

Depending on the circumstances, we may:

• send the correct order again without an additional delivery charge;
• replace the affected products; or
• refund the affected products together with the applicable original delivery charge.

The appropriate solution will depend on the nature of the problem, product availability and the customer's mandatory legal rights.

Unclaimed parcels

Customers are responsible for monitoring the tracking information, accepting delivery and collecting the parcel within the period specified by the local postal operator, courier, parcel shop or collection point.

Failure to accept or collect a parcel does not by itself constitute a clear statement of withdrawal from the purchase contract.

If an unclaimed parcel is returned to us, we will contact the customer after the parcel has been received and identified.

The customer may request:

• re-dispatch of the order after payment of the new delivery cost; or
• cancellation or withdrawal where permitted by applicable mandatory law.

If the carrier charges us for returning an unclaimed parcel, the documented direct return-to-sender cost may be charged to the customer or deducted from an amount otherwise refundable, to the extent permitted by mandatory law.

Where no separate return charge is imposed by the carrier, no artificial return fee will be added.

Any new delivery attempt must be paid for by the customer unless the failed delivery was caused by our error or by a confirmed failure for which we are legally responsible.

If the customer wishes to exercise a statutory right of withdrawal, the customer should send us a clear withdrawal statement. Simply leaving the parcel unclaimed is not sufficient.

Delivery costs when a customer changes their mind

When a customer exercises a mandatory statutory right of withdrawal, we will refund the price of the returned products and, where required by law, the original delivery charge up to the cost of the least expensive standard delivery method offered for the order.

If the customer selected express delivery, premium delivery or another more expensive option, the additional cost above the least expensive standard delivery method will not be refunded.

The customer remains responsible for the full direct cost of returning an unwanted product to Poland.

The return shipping cost is not reimbursed even when:

• the return shipping cost is higher than the price of the product;
• the order was delivered outside the European Union;
• the customer chooses an express or premium return service;
• the customer purchases tracking, insurance or additional carrier services.

Before returning an unwanted product, the customer should check the return shipping cost and decide whether returning the product is economically reasonable.

When return or replacement delivery may be covered by us

We may cover necessary return or replacement delivery costs when:

• the product is confirmed to be defective or not in conformity with the contract;
• we sent an incorrect product;
• the delivery problem was caused by an error attributable to us;
• a parcel shipped using a delivery method offered by our store was lost before delivery;
• mandatory consumer law requires us to cover the relevant cost.

Customers must contact us before purchasing expensive international return shipping for a defective, incorrect or damaged product.

Depending on the value of the product and the cost of international return shipping, we may resolve a justified complaint by sending a replacement, issuing an appropriate refund or providing another lawful solution without requiring the product to be physically returned.

A customer who independently purchases return shipping without following our reasonable return instructions may not be entitled to reimbursement of unnecessary or disproportionate costs, except where mandatory law provides otherwise.