Returns and Complaints



1. The right of withdrawal from the sales agreement

The right of withdrawal from the sales agreement between the Client and Ekolekcja Natalia Kachnowicz, ul. Mazurska 21/42, 70-444 Szczecin, Poland, e-mail: shop@clothesmatter.com, hereinafter referred to as the Seller.

The Client shall have the right to withdraw from the sales agreement concluded with the Seller within 14 days of delivery of the goods without stating a reason.

The period of withdrawal expires after 14 days of the day on which the Client received items or a third party, other than the courier (driver) and indicated by the Client, received items.

To exercise the right of withdrawal, the Client must notify the Seller of its decision by sending an unequivocal statement: submit a completed Sales Agreement Withdrawal Form by post (date of posting is decisive).

If the Client withdraws from the agreement, the Seller shall immediately return all received payments to the Client and no later than 14 days of the day on which the Seller was informed of the Client's decision to exercise the right of withdrawal from the sales agreement.

Payments shall be returned over the same payment methods that has been used by the Client in the original transaction, unless other methods are agreed upon with the Client. In any case, the Client shall not incur any payments in connection with the return of payments. The Seller shall have the right to withhold the return of payments until the Seller receives the items or proof of sending them, depending on which situation occurs first.

The product(s) must be sent to: Ekolekcja Natalia Kachnowicz, ul. Mazurska 21/42, 70-444 Szczecin, Poland, immediately and no later than 14 days of the day on which the Seller was informed of the Client's decision to exercise the right of withdrawal from the sales agreement. The deadline shall be considered met if the product(s) are returned before 14 days have passed. The Client shall bear the direct costs of returning the items.

The Client shall only be responsible for a reduction in the value of the products as a result of using them over a different method than necessary to determine the nature, characteristics and functioning of the products.



SALES AGREEMENT WITHDRAWAL FORM



2. Exchange of products

If the Client wishes to exchange the product for a different one (e.g. different size or colour), it may do so within 14 days of receipt of the product.

In order to exchange the product, the Client must complete the Product Exchange Form, which is shown below.

The Seller shall confirm the receipt of the form and immediately make a reservation of products indicated in the form. If the selected products are out of stock, the Client shall be notified immediately. The Client shall be informed of possible differences in the value of the orders.

The Client has 14 days to notify the Seller of its decision to replace the product, which is understood as sending the Product Exchange Form (date of posting the package). The Client shall be obliged to immediately return the goods received, but no later than within 14 days of sending the Product Exchange Form.

The products must be in an unchanged condition and should be carefully packed in a safe package so that they are not damaged during transport. The package should be sent to: Ekolekcja Natalia Kachnowicz, ul. Mazurska 21/42, 70-444 Szczecin, Poland.

The Seller shall bear the cost of shipping a new product to the Client. The delivery method shall be the same as the one indicated by the Client in the initial agreement.

The Client shall bear the cost of returning the products.

The Seller shall not accept any packages that must be paid for upon delivery.



PRODUCT EXCHANGE FORM



3. Complaints

To file a complaint, the Client must send information in writing stating the reason for the complaint and the filled in Complaint Form (download link below) to shop@clothesmatter.com. It is obligatory to attach proof of purchase of the product when submitting the complaint.

The product being the subject of the complaint must be sent to: Ekolekcja Natalia Kachnowicz, ul. Mazurska 21/42, 70-444 Szczecin, Poland.

The Client shall bear the cost of shipping the returned product.

Complaints are investigated within 14 days.

If the complaint is considered positive, the Client shall receive a new copy of the product instead of the returned one. If the complaint is considered negative, the Store shall return the product being the subject of the complaint at the Store's expense.



COMPLAINT FORM


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