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Home > Delivery, Complaints and Returns

Delivery, Complaints and Returns

Sales contract fulfilment


1.           The conclusion of the Sales Agreement between the Customer and the Seller takes place after the Customer has placed the Order using the Order Form in the Online Store in accordance with § 7 of the Regulations.

2.             After placing the Order, the Seller immediately confirms its receipt and simultaneously accepts the Order for completion. Confirmation of receipt of the Order and its acceptance for implementation occurs by sending the Customer an appropriate e-mail to the Customer's e-mail address provided during the submission of the Order, which contains at least the Seller's statement of receipt of the Order and its acceptance for implementation and confirmation of the conclusion of the Sales Agreement. Upon the receipt of the above e-mail by the Customer, a Sales Agreement is concluded between the Customer and the Seller.

3.            If selected by the Customer:

a. Payments by bank transfer, electronic payments or payment by credit card, the Customer is obliged to make the payment within 14 calendar days from the date of the Sale Agreement - otherwise the Order will be cancelled.

b. Payment on delivery , the customer is required to make the payment on delivery (COD).

4.            The product will be sent by the Seller within the time limit indicated when purchasing the items and in the delivery option chosen by the Customer when placing the Order.

5.             In the case of ordering Products with different delivery times, the Customer may request delivery of the Products partially or provide all Products after completing the entire order.

6.            The beginning of the delivery period of the Product to the Customer counts as follows:

a. If the Customer chooses the method of payment by bank transfer, electronic payment or payment card - from the date of crediting the Seller's bank account.

b. If the Customer chooses the method of payment on delivery - from the date of the Sales Agreement,

7.            Delivery of the Product to the Customer is chargeable, unless the Sales Agreement states otherwise. Product delivery costs (including transport fees, delivery and postal services) are indicated to the Customer on the Online Store's website in the "Delivery costs" tab and when placing the Order, and also when the Customer wishes to be bound by the Sales Agreement.



Right of withdrawal from the agreement, return of goods

1.                 The Consumer may withdraw from the Sales Agreement within 14 days without giving any reason by submitting a declaration of withdrawal from the Agreement to the Seller. To meet the deadline for withdrawing from the Contract, it is sufficient for the Consumer to send a statement before this deadline.

2.                 The time limit specified in section 1 begins with the delivery of the Product to the Consumer.

3.                 The statement may be sent by fax or electronically by sending the statement to the e-mail address of the Seller.

4.                 We will gladly exchange the item or refund the purchased item, provided that the following conditions are met:

                    a. Products will be returned within the deadlines from the date of purchase to the following address:

Kristof Kiebala

Wielandstr. 1

02826 Görlitz



Return address for customers from Poland:


Krzysztof Kiebała

ul. Wincentego Pola 35A,

58-500 Jelenia Góra



                    b. Items must be returned in the original packaging in which they were purchased, with all tags, labels, instructions, spare parts attached without any signs of use (scratches, dirt, damage, greasy stains, dandruff, hair, animal hair, etc.). Clothing cannot be worn.


5.                 If you return products that do not meet the above requirements, we will return them to you at your expense.

6.                 The right to withdraw from a distant contract is not entitled to the Consumer in relation to the Contract:

                    a. in which the subject of the service is a non-prefabricated item, manufactured according to the Consumer's specifications or serving to satisfy their individual needs (items made to order).

                    b. in which the subject of the service are sound or visual recordings delivered in a sealed package, if the package was opened after delivery.

7.                 The customer is responsible for reducing the value of the product (s) as a result of using the product, for which they may be charged.

8.                 Return shipping costs when exchanging goods (eg resizing if necessary) must be paid by the buyer.

9.                 Effects of withdrawal from the Agreement:

                    a. In the event of withdrawal from a Distant Contract, the Contract is considered null and void.

                    b. In the event of withdrawal from the Agreement, the Seller shall immediately refund the Consumer, not later than within 14 days from the date of receipt of the Consumer's statement on withdrawal from the Agreement. Seller may withhold reimbursement until receipt of the Product back.

                    c. The Seller will refund the payment using the same payment methods that were used by the Consumer in the original transaction.



Complaint and warranty


1.                 Only new products are subject to complaints and warranty.

2.                 The Seller is obliged to provide the Customer with a product free from faults.

3.                 In the event of faulty goods purchased from the Seller, the Customer has the right to make a complaint based on the provisions regarding warranty in the Civil Code.

4.                 Complaints should be submitted in writing or by e-mail to the addresses of the Seller provided in these Regulations.

5.                 It is recommended that the complaint among others include brief description of a defect, circumstances (including date) of its occurrence, data of the Customer submitting the complaint, and the Customer's request in relation to the faulty goods.

6.                 The Seller shall respond to the complaint request immediately, no later than within 14 days.

7.                 Goods returned under the complaint procedure should be sent to the following address:


Kristof Kiebala

Wielandstr. 1

02826 Görlitz



Return address for customers from Poland:


Krzysztof Kiebała

ul. Wincentego Pola 35A,

58-500 Jelenia Góra



8.                 The User may submit complaints regarding the functionality of the Platform.

The complaint should include:

                    • user data,

                    • subject of the complaint,

                    • circumstances justifying the complaint,

                    • user’s claims in regards of the complaint.

Complaints may be submitted by e-mail to the Administrator's e-mail address, i.e.