Returns
In accordance with the Act of 30 May 2014 on consumer rights (Journal of Laws of 2014, item 827), the Consumer has the right to withdraw from a distance sales contract without giving any reason within 14 days from the date of receipt of the product.
Conditions for withdrawal from the contract
The consumer may submit a statement of withdrawal from the contract within 14 days from the date on which they received the order. To do this, the Consumer may use the withdrawal form available on our website or send a clear statement to the address: Joanna Hawrot ul. Kopernika 8/18 00-367 Warsaw, Poland or to the e-mail address: store@hawrot.com.
The product must not show signs of use beyond what is necessary to establish the nature, characteristics, and functioning of the product.
The product should be returned in its original, undamaged packaging, and the Consumer is liable for any reduction in the value of the item resulting from its use beyond what is necessary to establish its nature, characteristics, and functioning.
The return of the goods should be sent to the address: Joanna Hawrot ul. Kopernika 8/18 00-367 Warsaw, Poland.
The consumer bears the direct costs of returning the goods, unless the Seller has agreed to cover them.
Exclusions from the right of withdrawal
In accordance with Article 38 of the Consumer Rights Act, the Consumer is not entitled to withdraw from the contract, among other things, in the case of:
Products made to the Consumer's specifications or serving to satisfy their individual needs.
Products that deteriorate quickly or have a short shelf life.
Products delivered in sealed packaging which cannot be returned after opening due to health protection or hygiene reasons (e.g., cosmetics).
Products which, after delivery, due to their nature, are inseparably mixed with other items.
Payment refund
In the event of an effective withdrawal from the contract, the Seller shall reimburse the Consumer for all payments received, including the costs of delivering the product (with the exception of additional costs resulting from the delivery method chosen by the Consumer other than the cheapest standard delivery method offered by the Seller).
The refund of payments will be made within 14 days from the date the Seller receives the Consumer's statement of withdrawal from the contract and the returned product. The refund will be made using the same payment method used by the Consumer, unless the Consumer has expressly agreed to a different method.
Complaints
In accordance with the Civil Code, the Seller is liable for physical and legal defects of the sold products (warranty). In the event of a defect, the Consumer has the right to lodge a complaint within 2 years from the date of receipt of the product.
How to file a complaint?
Complaints can be submitted in writing to the address:
Joanna Hawrot
ul. Kopernika 8/18
00-367 Warsaw, Poland
or by email to: store@hawrot.com
The complaint notification should include
First and last name
Email address
Order number
Description of the defect and the expected resolution (e.g., repair, replacement, price reduction).
The Seller will consider the complaint within 14 days from the date of its receipt and will inform the Consumer about the outcome of the complaint procedure.
Handling complaints
If the complaint is accepted, we will decide whether to repair the product, replace it with a new one, or refund the full purchase price, taking into account the Consumer's preferences and the nature of the defect. However, the final decision on this matter rests with the Seller.
The refund of funds, if granted, will be made within 14 days from the date the complaint is accepted, using the same payment method that was used for the purchase, unless the Consumer agrees to a different form of refund.