Refund policy

Returns and Complaints

Withdrawal from the Contract and Product Returns

A Consumer or an Entrepreneur with Consumer Rights may withdraw from a contract concluded through the Store without giving any reason within 14 days of receiving the order.

If an order includes Products delivered separately, in batches or in parts, the 14-day period starts on the day the final Product, batch or part of the order is received.

To exercise the right of withdrawal, an unequivocal statement of withdrawal must be submitted before the end of this period.

The statement may be sent:

The deadline is met if the statement is sent before the withdrawal period expires.

The withdrawal form available in the Store may be used, but its use is not mandatory.

Returning Products

Returned Products must be sent back no later than 14 days after the statement of withdrawal is submitted to the following address: Maximus Solaria Sp. z o.o., ul. Kwiatowa 3, 84-207 Bojano, Poland

The deadline is met if the parcel is dispatched before the 14-day period expires.

The Customer bears the direct cost of returning the Products. The Store does not provide a free return label.

Products should not be returned cash on delivery. A parcel requiring payment upon delivery may not be accepted.

Returns of Cosmetic Products

The right of withdrawal does not apply to a Product supplied in sealed packaging which cannot be returned after opening for health protection or hygiene reasons, if the packaging was opened after delivery.

This applies in particular to cosmetics, samples and sachets where the factory seal protecting direct access to the Product has been removed or damaged and the Product cannot be returned for health protection or hygiene reasons.

Opening the outer shipping box does not result in the loss of the right of withdrawal. What matters is whether the packaging or seal of the individual Product has been opened or damaged.

The Customer is liable for any reduction in the value of a Product resulting from handling it beyond what is necessary to establish its nature, characteristics and functioning.

Refunds

If the Customer withdraws from the entire order, the Store refunds the price of the Products and the cost of the least expensive standard delivery method offered for that order.

If the Customer selected a delivery method that was more expensive than the least expensive standard delivery method offered by the Store, the additional delivery cost is not refunded.

The refund will be made no later than 14 days after the Store receives the statement of withdrawal.

The Store may withhold the refund until it receives the returned Products or evidence that they have been sent back, whichever occurs first.

The refund will be made using the same payment method that was used for the order, unless the Customer expressly agrees to another refund method that does not involve any additional cost.

Partial Return of an Order

If the Customer returns only part of an order, the Store refunds the price of the returned Products.

The original delivery charge is not refunded if the Customer keeps at least one correctly delivered Product from the same order.

The rules concerning free gifts, promotional sets and other benefits are specified separately in the terms and conditions of each promotion.

Complaints

The following rules apply to Consumers and Entrepreneurs with Consumer Rights.

If a Product is damaged, incomplete, does not have the expected characteristics or is different from the Product ordered, a complaint may be submitted.

The Store is liable for a lack of conformity that existed at the time of delivery and becomes apparent within two years of delivery. If the Product has a longer stated shelf life, the Store's liability continues until the end of that period.

A complaint may be sent:

No complaint form is required.

Information to Include in a Complaint

To help us process the complaint efficiently, the following information should be provided where possible:

  1. The order number.
  2. The Customer's name and contact details.
  3. The name of the Product.
  4. A description of the problem.
  5. The date on which the problem was noticed.
  6. The preferred way of resolving the matter.

The Store may also request photographs of the Product, its packaging or the parcel if they are needed to assess the complaint.

Failure to provide some of the above information or photographs does not automatically result in the rejection of the complaint.

How Complaints Are Resolved

The law provides for the possibility of requesting the repair or replacement of a Product.

Due to the nature of cosmetics, repair will normally not be possible. Replacing the Product with a conforming Product will therefore usually be the appropriate way to bring it into conformity with the contract.

If replacement is impossible, the Store has refused to provide it, it has not been completed within a reasonable period, the problem continues or the lack of conformity is significant, the Customer may, in the circumstances provided by law, request a price reduction or withdraw from the contract.

The Customer may not withdraw from the contract if the lack of conformity is minor.

These rules do not limit the Customer's statutory rights.

Complaint Costs

If assessment of a complaint requires the Product to be provided to the Store, the method of collection or return must first be agreed with us.

The Store bears the reasonable costs of collecting, returning and replacing the Product and delivering a conforming Product.

A Product submitted under a complaint should not be returned cash on delivery without prior agreement.

Complaint Response Time

A response to a complaint submitted by a Consumer or an Entrepreneur with Consumer Rights will be sent to the email address provided in the complaint or associated with the order within 14 days of receipt of the complaint.

If the Store does not respond within 14 days of receiving the complaint, the complaint is considered accepted.

Missing or Incorrect Product

If a Product is missing from a parcel or a Product different from the one ordered has been delivered, the Customer should contact us at shop@inkycosmetics.com.

The missing or correct Product will be sent at the Store's cost.

If sending the Product is not possible or the Customer is entitled to a refund, the appropriate amount will be refunded.

Damage During Transport

A complaint concerning damage to a Product or parcel during transport should be submitted directly to the Store at shop@inkycosmetics.com.

The Customer is not required to pursue a claim against the carrier independently. The Store is responsible for handling the transport damage claim with the carrier.

Where possible, the Customer is asked to take photographs of the damaged packaging and Products.

The absence of a damage report prepared with the courier or the absence of photographs does not prevent a Consumer from submitting a complaint.

Complaints submitted by businesses that do not have consumer rights are handled in accordance with the Store Terms and Conditions and applicable law.

Contact

Questions concerning returns and complaints may be sent to: shop@inkycosmetics.com

Return and complaint address: Maximus Solaria Sp. z o.o., ul. Kwiatowa 3, 84-207 Bojano, Poland