Returns and complaints
We know that returns and complaints can be complicated. We hope that the products you ordered met your expectations. However, if you would like to return, exchange, or file a complaint, we have done our best to make the process easier for you. Select a section below:
- CONVENIENT RETURNS
- NON-RETURNABLE GOODS
- OUR RETURN POLICY
- MAKE A RETURN
- EXCHANGE
- COMPLAINTS
1. Convenient returns
1. REPORT A RETURN IN A FEW SIMPLE STEPS
All you have to do is click the "send return parcel" button, which will take you to the Convenient Returns form - this way you can send a parcel from home, Żabka, or an InPost locker without having to print a label or go through complicated login procedures.
2. PREPARE RETURN SHIPMENT
Pack the products you wish to return. Ensure that the products you have packed are secure.
3. WAIT FOR A REFUND
We will refund your money within 14 days of accepting your return.
Convenient returns provided by AlleKurier
2. GOODS NOT ELIGIBLE FOR RETURN
1. In accordance with consumer law, products such as underwear, bottles, cosmetics and hygiene products are NOT RETURNABLE / EXCHANGEABLE.
2. If a customer wishes to return a product that is part of a promotional set (full-price product + discounted/free product), they must return the entire set.
3. Returns are not available to other businesses that have received a VAT invoice for the purchase of goods.
3. Our returns policy
1. The Customer has the right to withdraw from the sales contract within 14 days from the day of receiving the order. If 14 days have passed since the delivery of the purchases, unfortunately, we cannot offer a refund. In exceptional cases of exceeding the return deadline, please contact us by email – we will try to propose a satisfactory solution.
2. Products purchased in a physical store are not subject to return – there is a possibility to exchange them for another product or a gift voucher in our store.
3. To make a return/exchange, the goods must show no signs of use and must be in the same condition as the customer received them. They must have tags (if attached by the manufacturer), must not be washed. They must also be sent back in their original packaging along with a completed return form.
4. Make a return
1. To make a return, please complete the form and include it with your package. If you are unable to print the form, please kindly write the necessary details on a piece of paper by hand or send the form via email.
2. For logistical reasons, we do not accept returns in our physical store. Sending returns to our warehouse address ensures that the return will not be lost and will be delivered directly to the person responsible for the returns and complaints department, allowing for quick and efficient processing.
3. Returned items should be sent by courier to the warehouse address provided below:
ul. Wał Miedzeszyński 377
03-980 Warsaw
4. If your return is approved by us, we will immediately transfer the funds to the account number you provided or issue a voucher for the given amount to be used in our store (depending on the option selected in the form).
5. We reserve 14 days to process the return.
6. Returns must be sent at your own expense via any courier. We do not collect parcels from parcel lockers, collection points, or post offices.
5. Exchange
1. Product exchanges can only be made at a physical store. If you are unable to visit us in person, product exchange involves returning the products as per the return procedure described above and placing a new order in the online store.
2. We kindly request that you return the products along with the completed return form – this will allow us to efficiently process the refund to your account.
6. Complaints
1. The basis for accepting a complaint is sending a completed complaint form along with proof of purchase via email to sklep@funwind.com.pl. Please attach photos illustrating the defect. Complaints submitted in any other form will not be accepted. We will do our best to process your complaint as quickly as possible.
2. We process your complaint in accordance with the manufacturer's decisions.