Polityka zwrotu kosztów
- RETURN & REFUND POLICY
Right of Withdrawal (Returns)
We operate a strict 14-day return policy. You have exactly 14 days from the date of receiving your order to request a return without providing any reason, in accordance with the statutory right of withdrawal applicable in the European Union.
To be eligible for a return, the item must be in the exact same condition that you received it: unused, unworn, with all original tags attached, and in its fully intact original packaging. A receipt or verifiable proof of purchase is strictly required.
To initiate a return, you must contact us at: aeterna.chemicals@gmail.com. Once your return request is acknowledged, we will provide the address to which the goods must be sent. We do not generate, provide, or cover the cost of return shipping labels. Items sent back to us without first requesting and receiving authorization for a return will be rejected and will not be refunded.
Return Shipping Costs
The Buyer bears sole and full responsibility for all direct costs associated with packaging and shipping the returned goods back to our facility.
Uncollected Parcels (Parcel Lockers, Pick-up Points, Couriers)
In the event of a contract withdrawal resulting from the Buyer’s failure to collect a properly dispatched parcel (e.g., failure to collect a package from a DPD/InPost locker, a pick-up point, or a courier delivery attempt), the parcel is automatically returned to the Store.
In such cases, the Store incurs financial loss due to return shipping fees imposed by the carrier. In accordance with consumer protection laws (including Article 34 sec. 2 of the Polish Consumer Rights Act), the Store reserves the right to deduct the exact equivalent of these direct return shipping costs from the Buyer’s total refund. Consequently, the refunded amount for the order will be reduced by the cost of the carrier's return fee.
Exchanges
The fastest and most efficient way to ensure you get the item you want is to return the item you currently have in accordance with our return procedure. Once the return is accepted and processed, you may make a separate, independent purchase for the new item.
Refunds
We will notify you once we have received and rigorously inspected your returned item. We will then inform you whether the refund was approved or rejected based on the condition of the goods. If approved, the funds (strictly minus any applicable uncollected parcel return fees) will be automatically refunded to your original payment method within 14 days. Please be aware that it may take additional time for your bank or credit card operator to process and post the refund to your account. If more than 15 business days have passed since we approved your return, please contact us.
Damages, Defects, and Order Errors (Complaints)
Please inspect your order immediately upon reception. If the item is defective, damaged, or if you received the wrong product, you must contact us immediately at aeterna.chemicals@gmail.com so that we can evaluate the issue and resolve it. In the event of a legally justified complaint (a manufacturing defect or a dispatch error on the Store's part), the Store will cover the costs of replacing or returning the defective item.