Returns & Complaints

📋 Right of return

Under the Consumer Rights Act, you have the right to return goods without giving a reason within 14 days of receiving your parcel.

The right of return applies only to consumers (natural persons) making purchases outside of their business activity.

✅ Return conditions

For a return to be accepted, the goods must meet the following conditions:

• Unused, in undamaged condition
• Original packaging complete and undamaged
• No signs of use or installation
• Hygiene items must have intact packaging (for health protection reasons)

📦 How to make a return?

The return procedure is simple:

1. Complete the return form (available to download on the website or included in your parcel)
2. Pack the item securely in its original packaging
3. Send the parcel to: Słowikowa 1a, 87-301 Kominy
4. Notify us of the dispatch by email: biuro@higienashop.pl

💰 Refund

After receiving and verifying the returned item, we will refund the amount due within 14 business days.

• Refund to the bank account provided at the time of ordering
• Or to the credit card (if payment was made by card)
• The refund covers the price of the goods and the cost of the cheapest delivery option
• We do not refund additional costs (e.g. express shipping)

🛡️ Statutory warranty

Under the Civil Code, we are liable for physical and legal defects in goods sold for a period of 2 years from the date of purchase.

Under the statutory warranty you may request:

• Repair of the item
• Replacement of the item with a new one
• Price reduction
• Withdrawal from the contract (refund)

🚛 Damage in transit

If your parcel arrived damaged, please follow the procedure below:

1. Refuse the parcel or accept it with a note of visible damage
2. Complete a damage report with the courier in the presence of the delivery driver
3. Photograph the damaged packaging and item
4. Contact us within 24 hours of receipt

📝 How to submit a complaint?

You can submit a complaint:

• By email: biuro@higienashop.pl
• By phone: +48 537 866 522 (Mon–Fri 8:30–16:00)
• Via the contact form on the website

In your complaint, please include:

• Order number
• Description of the defect/issue
• Photos of the damage (if applicable)
• Preferred outcome of the complaint

📞 Contact for returns

Our customer service team is at your disposal:

Complaints are processed within 14 business days of submission. We will notify you of the outcome by email or phone.