Complaints and returns

Product Return Policy

Definitions:

1. Business Days – days from Monday through Friday, excluding statutory holidays
2. Seller – Raiseberry Magdalena Jurek-Karasek, with its registered office at 44-340 Godów, ul. Polna 5, NIP 865-250-62-96
3. Customer – a natural person, a legal entity, or an organizational unit without legal personality but with legal capacity, using the Online Store, to whom, in accordance with the Terms and Conditions and applicable law, services may be provided electronically or with whom a Sales Agreement may be concluded
4. Consumer—a natural person who enters into a legal transaction with a business entity that is not directly related to their business or professional activity
5. Delivery Provider: means the entity with which the Seller cooperates regarding the delivery of Goods:
   the courier
   company Poczta Polska SA
6. Products – goods presented in the Store, the description of which is available next to each product and which may be the subject of a sales contract
7. Order—a declaration of intent by the Customer aimed directly at concluding a sales contract, specifying, in particular, the type of goods and their quantity

Return and Cancellation Policy

Right to Withdraw from the Contract

1. A Customer who is a Consumer may withdraw from the sales contract for a Product purchased in the Online Store without giving a reason within 14 (fourteen) calendar days, except when the item ordered was custom-made according to the Customer’s individual needs and specifications. The period for withdrawing from the contract begins on the day the Consumer or a third party designated by the Consumer (other than the carrier) took possession of the Product. To meet the deadline, it is sufficient to send the withdrawal form to the Seller’s address or email address kontakt@mkmaryla.pl—a sample form can be downloaded here.
   
   
2. The Consumer is required to use the withdrawal form available on the Online Store’s website. The Consumer may also use the statutory model withdrawal form, which constitutes Annex 2 to the Act of May 30, 2014, on Consumer Rights.
3. Upon receipt of the Consumer’s notice of withdrawal, the Seller will send a confirmation of receipt of the notice of withdrawal to the Consumer’s email address.
4. The Product must be returned immediately, no later than 14 days from the date the Seller receives the Consumer’s notice of withdrawal. The return must be made along with all accompanying documents, including the VAT invoice if it was issued to the Customer, and, if possible, in the original packaging. The Consumer may return the ordered item by mailing the Product to the address:
   
   ul. Powstańców Śląskich 2, 44-341 Gołkowice,
   
   or free of charge via a package locker using the link: https://szybkiezwroty.pl/pl/mkmaryla
   
   
5. The direct cost of returning the Product as a result of withdrawal is borne by the Consumer. Furthermore, if the Consumer selected a delivery method other than the cheapest standard delivery method offered by the Seller, the Seller is not obligated to reimburse the Consumer for any additional delivery costs incurred.
6. The Consumer is liable for any reduction in the value of the Product resulting from its use in a manner exceeding what is necessary to ascertain the nature, characteristics, and functioning of the Product.
7. If the right to withdraw from the contract is exercised in accordance with the terms set forth in this section, the contract is deemed not to have been concluded, and the Consumer is released from all obligations. In such a case, the price paid for the Product will be refunded to the Consumer immediately upon their withdrawal from the contract, but no later than 14 days from the date the Seller receives the returned Product.
8. The Seller will issue a refund using the same payment method the Customer used, unless the Customer has expressly agreed to a different method of refund that does not entail any costs for the Customer.
9. If the return of the Products (withdrawal from the contract) takes place at the Seller’s place of business, and the order:
   was paid for upon delivery—the refund will be issued at the Seller’s place of business;
   was paid for in advance—the refund will be issued via bank transfer to the Customer’s account.
10. If the Customer paid for the order from a bank account that does not belong to them, the refund will be issued directly to the holder of the bank account used to make the payment to the Seller.
11. Any questions regarding the exercise of the right to withdraw from the contract should be directed to the following email address: biuro@mkmaryla.pl or by phone at: +48 32 307 22 21
12. The Seller does not accept cash-on-delivery shipments. 

Warranty

1. All custom-made Products are covered by a warranty. The warranty does not cover accessories. The warranty period is 12 months. The warranty period begins on the date the Product is delivered to the Customer. The territorial scope of the warranty coverage is the territory of the Republic of Poland.
2. The warranty does not cover mechanical damage to the Product (tears, abrasions), as well as any deterioration in the Product’s properties resulting from improper use, storage, or maintenance; failure to follow the instructions; unauthorized repairs, alterations, or other structural changes (performed by the user or other unauthorized persons); or discoloration of the fabric caused by exposure to sunlight.
3. Differences in the appearance of the Products delivered compared to those ordered and viewed on the Online Store’s website do not constitute grounds for a warranty claim; such differences may result from different settings (parameters) on the Customer’s monitor.

Complaints 

1. Any Product purchased from the Online Store may be subject to a complaint, provided that the applicable deadlines and conditions for filing a complaint are met, if it has defects that render it non-compliant with the contract.
2. The delivered Product should be inspected by the Customer immediately to detect any defects subject to a complaint. A complaint regarding Product defects may be filed within one month from the date of their discovery or from the date when the Customer, exercising due diligence, could have discovered them; however, the complaint must be filed no later than within the warranty period, calculated from the date of purchase of the Product.
3. The complaint should include the details of the person or entity filing the complaint (first and last name or full name, contact information), as well as a statement of the reason for the complaint and the nature of the request. Customers may submit any complaints using the “Complaints” tab, specifically:
   directly at the Seller’s place of business, upon presentation of the Product’s defect and proof of purchase (a complaint report will be drawn up based on the submission and presented to the Customer for signature) or by
   returning the Product via prepaid mail or courier to the following address: ul. Polna 5, 44-340 Godów
4. The costs associated with returning the Product subject to a complaint will be reimbursed if the complaint is upheld.
5. Customers may direct any additional questions regarding their rights and obligations related to complaints by calling +48 32 307 22 21 Monday through Friday from 8:00 a.m.to 3:00 p.m. (from a landline, the charge is the same as for a local call; from a cell phone, the charge is according to the applicable carrier’s rates).
6. In all cases, to file a complaint, the Customer must return the Product in question to the Seller, along with all documentation—in particular, the VAT invoice included with the delivered Product and a printed and completed Complaint Form. Before returning the Product, it must be restored to the condition in which it was delivered and, if possible, placed in its original packaging.
7. The Seller will respond to the Customer’s complaint within 14 (fourteen) days of receiving the Complaint Form along with the Product in question and will notify the Customer of the next steps.
8. If the complaint is upheld, the defective Product will—at the Customer’s discretion—be repaired free of charge or replaced with a new one, unless repair or replacement is impossible or would entail excessive costs. The repair or replacement should be completed within 21 (twenty-one) business days from the date the complaint is processed. This period may be extended in justified cases, in which case the Customer will be notified.
9. Differences in the appearance of the Products delivered compared to those ordered or viewed on the Online Store’s website do not constitute grounds for a complaint; such differences may result from different settings (parameters) on the Customer’s monitor.
10. If the complaint is not upheld, the Product will be returned to the Customer at the Customer’s expense, along with a notice stating that the complaint is unfounded.
11. Submitting a repeat complaint for the same reason regarding a Product that was deemed non-defective as a result of a previous complaint entitles the Seller to charge the complainant additional costs for expert evaluation, as well as the costs of shipping the Products.
12. A Customer purchasing a Product for a purpose directly related to their professional or business activity (a Customer who is not a Consumer) has the right to file a complaint, however, the Seller’s liability under the warranty for physical defects is limited to the Customer’s right to demand that the defect be remedied. In such a case, the Seller, at its discretion, shall immediately replace the defective Product with a non-defective one or remedy the defect. The Seller may also rescind the contract by refunding to the Customer who is not a Consumer the price paid for the Product affected by a physical defect. In all other respects, the Seller’s liability under the warranty for Product defects with respect to Customers who are not Consumers is excluded. Subject to mandatory provisions of law, the Seller’s liability for damages caused to Customers who are not Consumers is limited to the amount they paid for the Product.