Returns & Refund Policy – Drawelia.pl

1. Right to Withdraw from the Contract

1.1. The Customer has the right to withdraw from the sales contract within 14 calendar days from the date of receiving the ordered goods, without providing any reason, in accordance with Article 27 of the Polish Consumer Rights Act.

1.2. To exercise the right of withdrawal, the Customer must inform us of their decision by sending a withdrawal statement to the following email address: draweliashop@gmail.com

The statement must be sent before the expiry of the 14-day period from the date of receiving the goods. The Customer may use a withdrawal form, but this is not mandatory.

2. Return Conditions

For a product return to be accepted, the following conditions must be met:

2.1. The product has not been used, damaged, or altered in a way that reduces its value.

2.2. The product is in its original, undamaged packaging, if such packaging was provided.

2.3. The product does not belong to a category excluded from the right of withdrawal under Article 38 of the Polish Consumer Rights Act, including:

• personalized products (e.g. products made to individual specifications),

• perishable products (e.g. food),

• products which, after opening, cannot be returned for health or hygiene reasons (e.g. cosmetics or cleaning products),

• products delivered in sealed packaging that has been opened after delivery (e.g. CDs, DVDs, or games).

3. Return Shipping Costs

3.1. The Customer is responsible for the costs associated with returning the product. The Store does not cover return shipping costs unless the return is due to a product defect or an error made by the Store.

3.2. In the event of withdrawal from the contract, the Store will refund the purchase price of the product. Delivery costs are not refundable.

4. Return Procedure

4.1. To initiate a return, the Customer should contact customer service at draweliashop@gmail.com, providing the order number and contact details.

4.2. After receiving the return request, the Store will provide further instructions, including the return address.

4.3. The returned product must be shipped to the address provided by the Store in response to the return request.

5. Refunds

5.1. The Store will refund the full amount paid for the product within 14 business days of receiving the returned product, provided that all return conditions have been met.

5.2. Refunds will be made using the same payment method used for the original purchase (e.g. bank transfer, credit card, or PayPal), unless the Customer expressly agrees to another method of refund.

5.3. The Store reserves the right to refuse a return if the conditions specified in this Returns & Refund Policy have not been met.

6. Complaints

6.1. If the Customer receives a defective product, they have the right to submit a complaint in accordance with applicable consumer protection laws.

6.2. A complaint should be submitted promptly after the defect is discovered and, where applicable, within 2 years from the date of delivery of the product.

6.3. To submit a complaint, the Customer should contact customer service at draweliashop@gmail.com, providing the order number, a description of the defect, and contact details.

6.4. Complaints will be reviewed within 14 business days. If it is necessary to contact the supplier or manufacturer, the processing time may be extended up to 30 business days.

7. Additional Information

7.1. The Store reserves the right to make changes to this Returns & Refund Policy. Customers will be informed of any changes through an updated version published on the website.

7.2. Any disputes arising from the performance of sales contracts shall be resolved by the court having jurisdiction over the Store's registered office, unless applicable law provides otherwise.

8. Product Recall

8.1. If it is determined that a product poses a safety risk, the Store will withdraw the product from the market in accordance with applicable product safety regulations, including the General Product Safety Regulation (GPSR), where applicable.

8.2. Customers will be notified by email about the product recall and the return procedure. The product should be returned to the address provided in the email. The refund will be issued within 14 days of receiving the returned product.

8.3. Product safety-related reports should be sent to draweliashop@gmail.com. The Store will respond within 24 hours.