Returns and Complaints Policy

1. Right of Withdrawal

A customer who is a consumer has the right to withdraw from a distance contract within 14 days of receiving the order, without giving any reason, subject to the exceptions specified in this Policy and applicable law.

To exercise the right of withdrawal, a clear declaration of withdrawal must be submitted by email to:

biuro@k-artstudio.pl

The goods should be returned to:

K-ART STUDIO
Okólna 142C/5

87-100 Toruń

Poland

The customer bears the direct cost of returning the goods.

2. Products Excluded from the Right of Withdrawal

Pursuant to Article 38 of the Consumer Rights Act, the right of withdrawal does not apply to products manufactured according to the customer's specifications or intended to meet their individual needs.

This applies in particular to clothing and other products with personalized embroidery, including:

• a call sign,
• a name or surname,
• a nickname,
• a company name,
• a number,
• a personalized inscription,
• a logo provided by the Customer,
• other personalization elements made at the Customer's request.

Once a personalized order has been processed, it is not possible to withdraw from the contract solely due to a change of mind by the Customer.

3. Returnable Products

The right to withdraw from the contract applies only to products that were not made to individual order.

The returned product must:

• not show any signs of use beyond what is necessary to establish its nature,
• characteristics, and functioning,
  contain all the received components,
• be properly secured for transport.

The order number, purchase confirmation, invoice, or other proof of purchase is sufficient to identify the order.

4. Refund

After receiving and verifying the returned goods, we will inform the Customer about the acceptance of the return.

Refunds will be made immediately, no later than 14 days from the date of receipt of your withdrawal notice. However, we may withhold the refund until we receive the returned goods or provide proof of shipment, whichever comes first.

Refunds will be made using the same payment method used for the purchase, unless the Customer agrees to a different solution.

In the event of a successful withdrawal, we will also refund the cost of the cheapest standard delivery method offered by our store.

5. Complaints

The inability to withdraw from the contract for personalized products does not limit your right to file a complaint.

If the product you received:

• has a defect,
• was not made as ordered,
• the embroidery differs from the approved design,
• you received the wrong product,

please contact us at:

biuro@k-artstudio.pl

It is recommended to include the order number, describe the problem, and attach photos of the product in your complaint, which will allow us to process your complaint more quickly.

Complaints are processed in accordance with applicable law, in particular those concerning the seller's liability for non-conformity of goods with the contract.

6. Damage to the shipment

Upon receipt of the shipment, please inspect its contents.

If the product was damaged during transport or you received the wrong product, please contact us immediately after noticing the irregularity. This will allow us to efficiently resolve the matter and propose an appropriate solution.

7. Contact

For any questions regarding returns or complaints, please contact:

K-ART STUDIO

e-mail: biuro@k-artstudio.pl