Returns and complaints
Returns
- You can return or exchange within 14 dni kalendarzowych liczonych od dnia otrzymania przesyłki.
Returns made after this period will not be accepted - A return can be requested via:
– InPost terminals szybkiezwroty.pl
– InPost Mobile App (Select the option NEW SHIPMENT → RETURN → SEARCH STORE → from the dropdown list choose the store WOKA-STORE.PL → after filling in all required information, generate the return using the RETURN SHIPMENT button) - Return shipping cost via InPost for the Customer: 12.99 PLN
- 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 return of jewelry is only possible if the product has an intact security seal.
The removal, cutting, or damage of the seal indicates that the jewelry has been used, which makes it ineligible for return or exchange.
Please carefully inspect the product before removing the seal - 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 refund amount will be transferred via bank transfer 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 - Refunds apply only to the value of the product itself. Shipping costs are non-refundable
- If the customer does not collect the parcel from the parcel locker or courier, and the parcel is returned to the sender, and the customer confirms it should be treated as a return — the cost of returning the parcel to the seller will be deducted from the refund amount.
The return cost is equal to the cost of the original shipment - In cases where the order value exceeded 350 PLN and the customer used free shipping, but then makes a partial return that reduces the final order value below 350 PLN, the cost of the original shipment will be added to the settlement. The refund amount for the returned product will be reduced by the shipping cost according to the current price list
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 7 days of receiving it via email. If the complaint is incomplete, we may ask you to provide the missing information
- If the complaint requested- a replacement of the product with a new one or its repair, we will collect the returned product from you at a mutually agreed time, unless you agree to send it yourself (at our expense). Then, we will deliver a new or repaired product to you
- If, under the complaint,- you decide to withdraw from the sales agreement (i.e., return the product), after receiving our response approving the complaint, you should send the product back
- For a return or repair of the product, we will send a code allowing you to drop off the package at an InPost Parcel Locker.
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
