Returns and complaints
Returns
- You can return or exchange within 14 calendar days from the day of receiving the shipment..
Returns made after this period will not be accepted.
The condition is to return the product along with the return form - The product must be returned at your own expense, which is non-refundable. We do not accept returns sent with cash on delivery.
Please send shipments to the parcel locker InPost WAW44H at Mińska 69/U-5, 03-828 (Shipping details: wokajewellery@gmail.com, +48 505 545 212)
You can find the instructions for sending the package on the InPost website
Please carefully secure the jewelry being returned or exchanged to ensure it is not damaged during transport. Remember that according to Article 34 of the Consumer Rights Act of May 30, 2014, you are responsible for any damage to the goods, and we may deduct the value of the damage from the money refunded to you - The product offered as a set must be returned in its entirety
- The returned product should be undamaged and show no signs of wear.
If the returned product shows signs of use, the return will not be accepted - The product must be packed in the original box, along with all leaflets, packaging, instructions, and any free products provided with the order
- It is possible to exchange the product for another one
- The amount for the returned product will be transferred via bank transfer to the specified account or to the account from which the payment was made.
We will process the refund for the product within 14 days from the day we receive the package
complaints
- Complaints are valid for defects of a production nature, including design and technical defects (e.g., clasps)
- The warranty does not cover defects caused by everyday use (e.g., scratches), improper use (e.g., stains from water or chemicals), insufficient care, or damage caused by the owner or third parties (dents, mechanical damage), including damage to decorative elements
Under the complaint, you can:
- Request an exchange of the product for a new one or its repair
- Submit a statement regarding a reduction in the price of the product or withdraw from the sales contract (i.e., return the product) – provided that one of the cases specified in Article 43e of the Consumer Rights Act of May 30, 2014 applies (e.g., failure to repair or replace the product despite a complaint)
Send the complaint containing one of the above requests to us via email wokajewellery@gmail.com
In addition to the complaint request, include the following elements in the email:
- Your full name
- Order number
- Bank account number
- Date of delivery of the product
- Description of the noticed discrepancy (damage, missing parts) of the product
- Attach photos to the email showing the product discrepancy
- We will respond to your complaint within 14 days of receiving it via email. If the complaint is incomplete, we may ask you to provide additional information
- If the complaint requested- an exchange of the product for a new one or its repair, we will collect the complained product from you at a time agreed with you, unless you agree to send it back yourself (at our expense). Subsequently, we will deliver the new or repaired product to you.
- If, under the complaint,- you have decided to withdraw from the sales agreement (i.e., return the product), after receiving our response confirming the acceptance of the complaint, you should send the product back to the following address:
- Please send shipments to the parcel locker InPost WAW44H at Mińska 69/U-5, 03-828 (Shipping details: wokajewellery@gmail.com, +48 505 545 212) You can find the instructions for sending the package on the InPost website. Please carefully secure the jewelry being returned or exchanged to ensure it is not damaged during transport
- If, on the other hand, you have requested a price reduction for the product, we will refund you the difference between the original price and the reduced price within 14 calendar days from the date of receiving the complaint
