Complaints - terms and procedures
We know that a complaint can be an unpleasant and sometimes disappointing experience. Therefore, our goal is to make the entire process as fast, transparent, and stress-free as possible. We promise to handle the entire process with professionalism and a human touch, so everything runs smoothly and comfortably.
Because we want to make every situation easier for you, below you will find clear and easily accessible information on the terms and conditions for making a complaint.
We - as the seller, are responsible for defects that appear on your item within 24 months of its receipt.
You - as the buyer are entitled to:
- free repair of the defect,
- exchange of goods for new ones (if possible),
- a reasonable discount from the price,
- withdrawal from the contract in case of:
- repeated occurrence of the defect after repair,
- multiple defects simultaneously,
- a serious defect that cannot be removed or the goods cannot be exchanged for faultless ones.
You can submit a complaint by email or in writing. If you submit a complaint by email, you are then obliged to send the goods without undue delay, no later than 7 calendar days. Otherwise, we reserve the right to reject the complaint as unsubstantiated.
The complained goods must be clean and complete.
We will handle the complaint without undue delay, no later than 30 days from the delivery of the complained goods. You will be informed about the outcome of the complaint by email or another agreed method.
You are not entitled to make a complaint if the defect:
1) arose due to normal wear and tear of the goods appropriate to their nature, purpose, and duration of use (e.g., rubbing, fading, material loosening),
2) was caused by improper use, maintenance, or storage of the goods contrary to the instructions or usual manner of use,
3) arose from mechanical damage (e.g., tearing, snagging, ripping of fabric, damage to zippers or seams due to improper handling),
4) was caused by intervention of a third party or modification of the goods by the buyer (e.g., shortening, re-sewing, dyeing),
5) arose as a result of exposure of the goods to extreme conditions (e.g., excessive heat, humidity, chemicals).
As the seller, we are also not responsible for defects arising after the warranty period has expired.
The complaint also does not apply to aesthetic changes that do not affect the functionality of the goods (e.g., change in material structure after washing if care was inappropriate).
