Refund policy
Start a return online
You have 14 days from receiving the goods to notify us that you wish to withdraw from the contract. Send the goods back no later than 14 days after notifying us.
The buyer pays the direct cost of returning the goods when withdrawing from the contract. The buyer chooses the carrier, arranges and pays for the return shipment. Free delivery of an order does not include return shipping.
Sign in using the email address used for your order and the code sent to your inbox. Select the order and items, then submit your request. You will receive confirmation by email. View the instructions and return address.
You may also notify us by emailing carlamorenocollection@gmail.com or sending a written statement. The online form is optional. Claims for goods that do not conform to the contract are handled separately in accordance with your statutory rights.
The rules from §8 of the Store Terms and Conditions are set out below. References to other sections refer to those Terms and Conditions.
§8
RIGHT TO WITHDRAW FROM THE CONTRACT
- Subject to clause 10 of this section, a Customer who is also a Consumer or an entity referred to in §10 of the Terms and Conditions and who has concluded a distance contract may withdraw from it without giving a reason by submitting the appropriate statement within 14 days. Sending the withdrawal statement provided by the Store before the deadline is sufficient to meet this deadline.
- In the event of withdrawal, the Sales Contract is deemed not to have been concluded. The Consumer or entity referred to in §10 of the Terms and Conditions must return the Product to the Seller or hand it over to a person authorised by the Seller to receive it without delay, and no later than 14 days after withdrawing from the contract, unless the Seller has offered to collect the Product. Sending the Product back before the deadline is sufficient to meet this deadline.
- When withdrawing from a Sales Contract, the Product must be returned to the following address:
Bursaki 6, 20-150 Lublin. - The Consumer or entity referred to in §10 of the Terms and Conditions is liable for any reduction in the Product's value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning. To establish the nature, characteristics and functioning of Products, the Consumer or entity referred to in §10 should handle and inspect them only in the same manner as would be possible in a physical shop.
- Subject to clauses 6 and 8 of this section, the Seller will refund the value of the Product together with its delivery costs using the same payment method used by the Consumer, unless the Consumer or entity referred to in §10 of the Terms and Conditions has expressly agreed to another refund method that does not involve any charges for them. Subject to clause 7 of this section, the refund will be made without delay and no later than 14 days after the Seller receives the statement of withdrawal from the Sales Contract.
- If the Consumer or entity referred to in §10 of the Terms and Conditions has chosen a delivery method other than the least expensive standard delivery method offered by the Store, the Seller is not required to refund the additional costs incurred.
- Unless the Seller has offered to collect the Product from the Consumer or entity referred to in §10 of the Terms and Conditions, the Seller may withhold the refund of payments received from the Consumer until the Product has been returned or the Consumer or entity referred to in §10 has provided proof of sending it back, whichever occurs first.
- A Consumer or entity referred to in §10 of the Terms and Conditions who withdraws from the Sales Contract in accordance with clause 1 of this section bears only the cost of returning the Product to the Seller.
- The fourteen-day withdrawal period for the Consumer or entity referred to in §10 of the Terms and Conditions begins on the day on which that Consumer or entity takes possession of the Product, or, in the case of a service, on the day the contract is concluded.
- The right to withdraw from a distance contract does not apply to a Consumer or entity referred to in §10 of the Terms and Conditions in the case of a Sales Contract:
- for a non-prefabricated item manufactured according to the Consumer's specifications or intended to meet their individual needs;
- for an item delivered in sealed packaging that cannot be returned for health protection or hygiene reasons once the packaging has been opened, if the packaging was opened after delivery;
- for items that, by their nature, become inseparably mixed with other items after delivery;
- for a service, if the Seller has fully performed the service with the Consumer's express consent and the Consumer was informed before performance began that they would lose the right to withdraw once the Seller had fully performed the service.
- Both the Seller and the Customer have the right to withdraw from the Sales Contract if the other party fails to fulfil its obligation within the strictly specified time limit.
