Refund policy

Withdrawal from an online purchase

If you buy as a consumer, you may withdraw from a contract concluded online without giving a reason. You have 14 calendar days from the day you, or a person designated by you other than the carrier, receive the goods. If we deliver goods from a single order separately, this period begins when the last of those goods is received. You may also withdraw before receiving your parcel.

To exercise this right, send us an unequivocal statement of withdrawal using Frangipani’s contact details. It is sufficient to send it before the withdrawal period expires. You may use the withdrawal form, but this is not obligatory. You do not need to wait for our consent or approval of the return.

Providing the order number and the buyer’s details will help us identify the purchase. We do not require the original receipt.

Returning the product

After withdrawing, send the product back without undue delay and no later than within the following 14 days. To meet the deadline, it is sufficient to dispatch the parcel before that period expires. This rule does not apply if we agree to collect the product ourselves.

Returns address:

Frangipani — warehouse
ul. Olszowa 33
05-074 Halinów

Protect the product carefully for transport. You may use the original packaging if you still have it, but keeping it or retaining all tags is not a condition for exercising your right of withdrawal.

You bear the direct cost of returning the product unless we have agreed to cover it or did not inform you before purchase that you would have to bear that cost.

Condition of the returned product

You may unpack the product and inspect its characteristics and functioning to the extent necessary to decide whether to buy it. If you use it beyond that extent and its value is reduced as a result, you may be liable for that reduction in value. This does not deprive you of your right of withdrawal. You are not liable for this reduction if you did not receive the information on withdrawal required by law.

Refunds

We will reimburse the payments due without undue delay and no later than within 14 calendar days of receiving your statement of withdrawal. The refund also includes the cost of delivery to you, up to the price of the least expensive standard delivery option offered for that order.

If we have not offered to collect the product ourselves, we may withhold reimbursement until we receive the product or evidence that it has been sent back, whichever occurs first. The refund period does not begin with our approval of the return.

We will refund the money using the same payment method used for the order unless you expressly agree to another method that incurs no additional costs for you.

Custom-made products

The statutory right of withdrawal does not apply to non-prefabricated goods made to your individual specifications or tailored to your personalised needs. Merely ordering a product from a catalogue, waiting for delivery or buying on pre-order does not constitute grounds for this exclusion.

Complaints

The rules above concern withdrawal from an online purchase. They do not limit your rights to make a complaint about a product that does not conform to the contract, including where the product was personalised. You can find the complaints procedure in the store’s terms and conditions.

The right of withdrawal described above also applies to a natural person conducting business activity where the purchase is directly related to that activity but is not of a professional nature for that person, in accordance with the Consumer Rights Act.

Model withdrawal form

You may use the model below, but this is not obligatory. An unequivocal statement of your decision is sufficient to withdraw. Send it by email to office@frangipani.pl or by post to the company address shown below.

To:
Frangipani Group spółka z ograniczoną odpowiedzialnością
ul. Fizylierów 20A, 04-497 Warszawa, Poland
office@frangipani.pl

I/We (*) hereby give notice that I/we (*) withdraw from the contract of sale of the following goods:

................................................................................

Date the contract was concluded / goods were received (*): ........................................

Order number (if available): .........................................

Name of consumer(s): .........................................

Address of consumer(s): ...................................................

Date: .........................................................................

Signature of consumer(s) (only if this form is sent on paper):

................................................................................

(*) Delete as appropriate.

Address for returning products:
Frangipani Group sp. z o.o.
ul. Olszowa 33, 05-074 Halinów, Poland

The statement of withdrawal and the parcel containing the returned product are two separate actions. You can find the detailed deadlines and conditions in the other sections of this refund policy.