Refund policy
Return and Refund Policy
1. Right of Withdrawal
The consumer customer has the right to withdraw from the contract within 14 days without needing to provide any reason.
The withdrawal period will expire 14 days after the day on which the customer, or a third party indicated by the customer other than the carrier, has physically received the last product of the order.
If the last day of the period falls on a Saturday, Sunday, or public holiday, the period will be extended to the next business day.
To exercise the right of withdrawal, the customer must inform us of their decision to withdraw from the contract through a clear statement sent in writing, for example by email.
Contact details:
AjedrezDeMadera.com
SUNRISE Michał Rywacki
ul. Szarugi 61
21-002 Marysin
Poland
Email: tienda@ajedrezdemadera.com
The customer may use the withdrawal form, although its use is not mandatory.
2. Return of Products
The customer must return the products without undue delay and, in any case, within a maximum of 14 days from the day they informed us of their decision to withdraw from the contract.
Products should be sent to the following address:
AjedrezDeMadera.com
SUNRISE Michał Rywacki
ul. Szarugi 61
21-002 Marysin
Poland
The customer will bear the direct cost of returning the products.
Before sending the return, we recommend contacting us to receive instructions on the return procedure.
The customer can also access their account to check their orders and manage a return request:https://account.ajedrezdemadera.com/orders
3. Condition of Returned Products
The customer may examine the products only to the extent necessary to verify their nature, characteristics, and functioning, just as they would in a physical store.
The customer will be responsible for any reduction in the value of the products resulting from handling other than what is necessary to verify their nature, characteristics, and functioning.
Returned products should, as far as possible, be complete with their packaging, accessories, instructions, and other elements received with the order.
We do not charge any fixed restocking fee for returns.
4. Refunds
In case of withdrawal, we will refund all payments received from the customer, including the initial standard delivery costs, except for additional costs arising from the customer choosing a delivery method other than the least expensive standard delivery option offered by us.
The refund will be made without undue delay and, in any case, within a maximum of 14 days from the day we were informed of the customer's decision to withdraw from the contract.
We may withhold the refund until we have received the returned products or the customer has provided proof of their return, whichever occurs first.
The refund will be made using the same payment method used by the customer in the initial transaction, unless the customer has expressly agreed otherwise. Under no circumstances will the customer incur costs as a result of the refund.
5. Damaged, Defective, or Incorrect Products
The customer must check the order after delivery and contact us as soon as possible if the received product is damaged, defective, incomplete, or does not correspond to the order placed.
In these cases, the customer should contact us in writing, preferably by email, indicating the order number and a description of the problem. We may request photographs of the product, packaging, and shipping label to process the claim.
If the product is damaged, defective, or sent in error, we will offer an appropriate solution according to applicable regulations, which may include repair, replacement, price reduction, or refund, as appropriate.
In case of return of a damaged, defective, or incorrectly sent product, we will bear the reasonable return costs.
6. Exceptions to the Right of Withdrawal
The right of withdrawal will not apply in cases provided by applicable regulations, particularly regarding products made according to the customer's specifications or clearly personalized.
This includes, among others, products personalized by engraving or other modifications made at the customer's request.
7. Order Cancellation
The customer may request order cancellation until the order has been prepared or shipped.
Once the order has been prepared or shipped, the return and withdrawal rules indicated in this policy will apply.
8. Contact
To request a return, communicate a withdrawal, or report a problem with the order, the customer can contact us by email: