Complaints

If a product arrived damaged or does not match your order – write to us. We will reply within 14 days, and usually much sooner.

Your rights

We are liable for the product's conformity with the contract for 2 years from delivery (or until the end of its shelf life, if that is longer). If the product does not conform to the contract, you can:

1. request a replacement with a new product or its repair – for cosmetics, we usually offer a replacement;
2. declare a price reduction or withdrawal from the contract – if we refuse or fail to replace or repair the product, if the non-conformity persists, if it is serious enough to justify this straight away, or if it is clear that we will not remedy it within a reasonable time. You cannot withdraw from the contract if the non-conformity is minor.

We refund the money within 14 days of receiving your declaration of price reduction or withdrawal from the contract, using the same payment method.

Response time

We respond to complaints within 14 days of receiving them. If you are a consumer and we do not respond within this time, your complaint is deemed accepted.

Damage in transit

If the parcel is damaged, write up a damage report with the courier or report the damage in the carrier's app and send us photos. This is not a condition for filing a complaint, but it speeds up resolving the matter.

Adverse reaction after using a cosmetic

If irritation or any other adverse reaction occurs after using the product, stop using it, consult a doctor if necessary and write to us. We will pass the report on to the person responsible for the cosmetic product, in accordance with the cosmetics regulations.

Business purchases

For businesses (other than entrepreneurs with consumer rights), the statutory warranty (rękojmia) rules described in the Terms and Conditions (§ 12) apply: notify us immediately after discovering the defect, within 12 months of the product being handed over.

Out-of-court dispute resolution

Consumers can seek help from a municipal or district consumer ombudsman and consumer organisations, and use mediation or the permanent consumer arbitration court at the provincial Trade Inspection inspectorate. More information: polubowne.uokik.gov.pl.

Model complaint form

Using the model is not mandatory – you can copy it into an email.