Returns and Complaints

Returns and Complaints

This page sets out the rules for returns and complaints in the MARACHIC online store, available at www.marachic.pl.

Right of Withdrawal

In accordance with the Polish Consumer Rights Act of 30 May 2014, a consumer has the right to withdraw from a distance contract within 14 days from the day of taking possession of the product, without giving any reason.

To exercise the right of withdrawal, the Customer must send a clear statement of withdrawal by e-mail to: marachic@marachic.pl.

The product must be returned no later than 14 days from the date of submitting the withdrawal statement.

Return Conditions

  • the product must not show signs of use beyond what is necessary to establish its nature, characteristics and functioning,
  • it should be properly secured for transport,
  • the original packaging is recommended,
  • the cost of return shipping is borne by the Customer.

The Seller will refund all payments within 14 days from the date of receiving the withdrawal statement, with the right to withhold the refund until the returned product is received or proof of its return is provided (whichever occurs first). The refund will be made using the same payment method as used in the original transaction, unless the Customer expressly agrees otherwise.

Exclusion of the Right of Withdrawal

The right of withdrawal does not apply in cases specified in Article 38 of the Polish Consumer Rights Act, in particular for products made to the Customer’s specifications or clearly personalised.

  • personalised objects (e.g. engraving, dedication),
  • works created in a non-standard size, format or colour scheme,
  • projects created according to individual arrangements with the Customer,
  • artworks and objects made to special order.

Each such work is created upon the explicit request of a specific person and is therefore non-returnable.

Complaints

The Seller is responsible for the conformity of the goods with the contract in accordance with applicable law.

In the event of a defect or non-conformity with the contract, the Customer should submit a complaint by e-mail to: marachic@marachic.pl.

  • order number,
  • description of the defect or non-conformity,
  • photographic documentation (if possible),
  • contact details.

The complaint will be processed within 14 days from the date of its receipt. In the case of a justified complaint, the Customer may request repair, replacement (if possible), a price reduction or withdrawal from the contract in situations provided for by law. The Seller covers the cost of transport in the case of a justified complaint.

Nature of the Works

MARACHIC objects are handmade. Minor variations in structure, texture, shade or detail are a natural characteristic of artistic work and do not constitute a defect or non-conformity with the contract.

Seller Details

MARACHIC Studio
Marta Bartkowska
Księżno 17
14-405 Księżno
E-mail: marachic@marachic.pl