Returns and Refund Policy
1. Returns for Damaged or Defective Products
If the ordered product arrives damaged, defective, or incorrect, the customer has the right to report the issue within 14 days of receiving the shipment.
For damages caused during transport:
The customer should report the damage as soon as possible, preferably within 24 hours of receiving the shipment.
It is recommended to open the package in the presence of the courier so that the damage can be noted in the delivery report.
Photographic documentation required for reporting damages:
Photo of the external packaging,
Photo of the shipping label,
Photo of the product damage.
What is considered a defect:
Manufacturing defects, e.g., damage occurring during production or transport.
What is NOT considered a defect:
Color differences resulting from the customer’s monitor settings.
Oil paintings are characterized by unique features of the creative process, such as diverse textures, visible brushstrokes, or irregularities in the paint structure. These features are not considered defects and cannot be grounds for a complaint or return.
Problem Resolution:
If replacement is not possible, the customer will receive:
Store credit, or a voucher equal to the value of the order.
In some cases, the return of the product may not be required to organize a replacement or refund.
The cost of return shipping is covered by the store if a return is required for product inspection.
Intentional Damage and Improper Use:
Damage resulting from improper use or intentional destruction is not covered by the return policy.
A complaint may be rejected if it is proven that the damage was caused by the customer.
2. Returns for Withdrawal from the Contract
Under the Consumer Rights Act, the customer has the right to withdraw from the contract within 14 calendar days of receiving the product, without providing a reason.
Products must be returned in their original condition and packaging.
Return shipping costs are borne by the customer unless the product was defective.
Exceptions:
Products made to order (e.g., personalized prints) are not eligible for return, in accordance with Article 38 of the Consumer Rights Act.
3. Complaints and Warranty
The customer has the right to file a complaint within 2 years of purchase if the defect stems from the product itself.
Complaints must be submitted via email with attached photographic documentation and a description of the issue.
Complaint Resolution Options:
Repair of the product,
Replacement with a new item,
Price reduction,
Full refund.
4. International Orders
International orders are subject to the same rules as domestic ones, but the processing time for returns or complaints may be extended due to international shipping.
Returns must be sent to the store’s address in Poland, and the cost of international return shipping is borne by the customer.
5. Order Cancellation
Orders can be canceled within 1 hour of being placed. To do so, contact customer service.
Orders for custom-made products (e.g., prints) cannot be canceled after this time, as the production process may already have begun.
6. Returns Due to Change of Mind
Returns due to a “change of mind” are accepted only for products that are:
Non-personalized,
Unopened,
In their original packaging.
Custom-made and digital products are not eligible for returns in such cases.
7. Contact
For any questions about returns, complaints, or order cancellations, please contact us:
Email: contact@magdalenagalecka.com
Address: Warsaw, Poland.
8. Policy Validity
This policy is effective as of 01.02.2025