Returns and Exchanges

RETURN ADDRESS: ul. Bajeczna 4 m. 61, 31-566 Kraków, Poland


Returns
1. Pursuant to the Consumer Rights Act of 30 May 2014 (Journal of Laws of 2014, item 827, as amended), a Customer who is a Consumer who has concluded a distance contract may withdraw from it within 14 calendar days without giving any reason and without incurring any costs, except for the costs indicated below. Compliance with this deadline is sufficient if the declaration is sent before its expiry.
2. The customer may submit the declaration himself by sending an email to the following address: info@caratqueen.pl, providing:
• your name and surname
• purchased products and their price
• reason for return
• order number
• date of receipt of the order
• bank account to which the customer wishes to receive the refund
3. The 14-day period is counted from the date of delivery of the Goods or, in the case of the provision of Services, from the conclusion of the Agreement. Returned goods must be accompanied by a receipt as proof of sale.
4. Pursuant to Article 34, paragraph 4 of the Act on Consumer Rights , the Consumer is liable for any reduction in the value of the item resulting from its use in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of the item.
5. The Consumer shall not have the right to withdraw from the Contract in the event of:
• if the goods show significant traces of use that go beyond the necessary verification of the nature, characteristics and functioning of the goods;
• provision of services if the Seller has fully performed them with the express consent of the Consumer, who was informed before their performance that he would lose the right to withdraw from the Agreement;
• A contract whose price or remuneration depends on fluctuations in the financial market over which the Seller has no control and which may occur before the deadline for withdrawal from the contract expires;
• A contract the subject of which is a Good that spoils quickly or has a short shelf life;
• A contract for Goods delivered in a sealed package, the opening of which after delivery prevents their return for health protection or hygiene reasons, if the package was opened after delivery;
• A contract in which the Goods after delivery, due to their nature, become inseparably connected with other things;
• a Contract in which the Consumer has expressly requested the Seller to carry out urgent repairs or maintenance; if the Seller provides additional services that were not requested by the Consumer or supplies Goods other than spare parts necessary for repair or maintenance, the Consumer shall only have the right to withdraw from the Contract in respect of these additional services or Goods;
6. In the event of withdrawal from the Agreement, the Agreement is considered null and void. All services provided by the parties must be returned unchanged, unless the change was necessary to assess the nature, characteristics, and function of the Goods. The return must be made immediately, no later than 14 days from the date of withdrawal. The Goods should be returned to the Seller's address: ul. Bajeczna 4/61, 31-566 Kraków . Parcels from parcel lockers will not be accepted.
7. The Seller shall refund all payments made by the Consumer, including the costs of delivery of the Goods, immediately, but no later than 14 days from receipt of the Consumer's notice of withdrawal from the Agreement. The refund will be made using the same payment method used by the Consumer, unless the Consumer has agreed to a different refund method. The Seller may withhold the refund until the Seller receives the Goods back or the Consumer provides proof of sending them back, whichever comes first, unless the Seller has offered to collect the Goods from the Consumer.
8. If the Consumer has chosen a method of delivery of the Goods other than the cheapest standard delivery method offered by the Seller, the Seller is not obliged to refund the additional costs incurred by the Consumer.
9. The customer is responsible for the correct return.
10. The Customer shall bear only the direct costs of returning the Goods, unless the Seller has agreed to bear them.

Exchange of Goods
1. The Seller provides the Customer with the option to exchange the Goods within 14 days of their delivery. A request for an exchange can be submitted to the Seller's email address: info@caratqueen.pl.
2. The exchange of Goods is only possible for Goods currently available on the Seller's website.
3. To exchange Goods, the Customer should provide the reason for the exchange in an email and indicate which Product they wish to receive in exchange. The shipment must be properly secured and accompanied by proof of purchase. The Goods should be returned to the Seller via registered mail. The Goods should be returned to the Seller's address: ul. Bajeczna 4/61, 31-566 Kraków . Parcels from parcel lockers will not be accepted. The costs of returning the Goods to the Store and shipping the new Goods to the Customer are borne by the Customer, unless the Store proposes otherwise.
4. If the Goods requested for exchange are unavailable, the Seller will contact the Customer. The Customer will have the option to select another Good or decline the exchange. In the event of a decline, the Goods will be returned to the Customer at their expense.
5. In the event of an exchange for a Product at a lower price, the refund will be made within 14 days using the same payment method that was used by the Customer when purchasing the Product.
6. In the event of an exchange for a higher-priced item, the Seller will exchange the item after receiving payment of the price difference. To expedite the exchange process, the Customer may include a transfer confirmation with the shipment.
7. Goods subject to exchange must be intact and unused. The Seller reserves the right to refuse exchange if the Goods are damaged or show signs of use.