Refund Policy

1. Right of Withdrawal (14-Day Return)

Under Polish law (and the store's regulations), you have the right to withdraw from a purchase agreement within 14 calendar days without giving any reason.

  • Timeline: The 14 days start from the day you (or a person designated by you) receive the package.
  • Notification: You must inform the store of your decision via an explicit statement (e.g., an email or a written form sent with the package).

2. Hygiene and Safety Restrictions (Important)

Because DermaWłosy sells cosmetic and hair care products, there is a critical exception to the standard return policy:

  • Opened Products: For health protection and hygiene reasons, returns are not accepted if the product's original packaging/seal has been opened after delivery.
  • Condition: Items must be returned in their original, intact packaging to be eligible for a full refund.

3. Refund Process

  • Method: The refund is typically issued using the same payment method you used for the original transaction (e.g., BLIK, card, or bank transfer).
  • Timeline: The store is required to refund the payment within 14 days of receiving your statement of withdrawal, though they may withhold the refund until they have actually received the goods back or proof of return.
  • Included Costs: The refund includes the price of the product and the cheapest standard delivery cost offered by the store at the time of purchase.

4. Complaints and Damaged Goods (Reklamacje)

If the product is defective or damaged upon arrival:

  • You have the right to file a complaint under warranty (rękojmia).
  • In this case, you can request a repair, a replacement, a price reduction, or—if the defect is significant—a full refund.
  • Evidence: It is highly recommended to take photos of the damaged package or product immediately upon discovery.

5. Return Shipping Costs

  • Consumer Responsibility: Unless the product is being returned due to a fault of the store (wrong item, damaged item), the cost of shipping the return back to the store is covered by the customer.

How to Initiate a Return:

  1. Contact: Send an email to the official contact address (usually found on their website under "Kontakt" or "Regulamin").
  2. Form: Use the "Oświadczenie o odstąpieniu od umowy" (Withdrawal Form) template often provided on their site.
  3. Shipment: Package the item securely and send it to the address provided by their customer service.

Note: Always check the specific "Regulamin" (Terms & Conditions) link at the bottom of the dermawlosy.pl website for the most current mailing address for returns, as warehouse locations can change.