Returns and complaints

§ 1. Returns within 14 days

1. You can withdraw from the contract without giving a reason within 14 days of receiving the goods. If your order arrives in several parcels, the period runs from receipt of the last one.
2. To meet the deadline, it is enough to send your withdrawal notice before the period ends.
3. The right of withdrawal applies to consumers and to sole traders when the purchase is not of a professional nature for them.
4. Until we have ordered the goods from our supplier, you can cancel your order free of charge: just write to kontakt@luxintim.eu.

§ 2. How to return goods

1. Send your withdrawal notice by email to kontakt@luxintim.eu or by post to ul. Rembrandta 4a/39, 03-531 Warszawa, Poland. You may use the model form in § 6, but you don't have to. Include your order number so we can find the payment faster.
2. We will confirm receipt of your notice by email.
3. Send the goods back within 14 days of withdrawing, to: ul. Rembrandta 4a/39, 03-531 Warszawa, Poland. You meet the deadline if you post the parcel before it ends.

§ 3. Costs and refunds

1. You pay the direct cost of sending the goods back. Because of their weight and size, sex dolls cannot be returned as an ordinary postal parcel; the estimated cost of returning one is [amount].
2. We refund all payments, including delivery to you (up to the cost of the cheapest delivery option in our shop), within 14 days of receiving your notice.
3. We refund using the payment method you used for the order, unless you agree to a different one. The refund costs you nothing.
4. We may withhold the refund until we receive the goods or proof that you have sent them back, whichever comes first.
5. You are liable for any loss in value caused by handling the goods beyond what is needed to establish their nature, characteristics and functioning.

§ 4. Sealed products

1. Some products arrive in packaging sealed with film, a seal or a sticker. Their product page is marked “Sealed product”.
2. You can return such a product within 14 days if the seal is intact.
3. If the packaging is opened after delivery, the right of withdrawal no longer applies: for health protection and hygiene reasons the product cannot be taken back (art. 38(1)(5) of the Polish Consumer Rights Act).
4. This does not affect complaints: we accept faulty goods even after the packaging has been opened.

§ 5. Complaints

1. We are liable for any lack of conformity of the goods with the contract that existed at delivery and becomes apparent within two years. A lack of conformity that becomes apparent within that period is presumed to have existed at delivery.
2. For app-controlled products, we are also liable for the app and its updates.
3. Send your complaint by email to kontakt@luxintim.eu or by post to ul. Rembrandta 4a/39, 03-531 Warszawa, Poland. Give your order number, describe the problem, attach a photo if you can, and tell us what you want: repair, replacement, a price reduction or withdrawal from the contract.
4. First you can ask for repair or replacement. You can ask for a price reduction or withdraw from the contract if we refuse to repair or replace the goods because it is impossible or would cost too much; if we fail to repair or replace them within a reasonable time; if the lack of conformity remains after we have tried to fix it; or if it is so serious that it justifies a price reduction or withdrawal straight away. You cannot withdraw from the contract over a minor lack of conformity.
5. We pay for repair, replacement and shipping. We collect goods for repair or replacement at our own cost: once you file a complaint, we will tell you how to send them.
6. Opening sealed packaging does not affect your right to complain.
7. We reply to complaints within 14 days of receiving them, by email or by post. If we do not reply within that time, the complaint is deemed accepted.
8. After a price reduction we refund the difference within 14 days of receiving your notice; after withdrawal, within 14 days of receiving the goods or proof that you have sent them back.
9. If you disagree with our reply, you can get free help from a municipal or district consumer ombudsman (rzecznik konsumentów) or the regional Trade Inspection (Inspekcja Handlowa). Information in Polish: prawakonsumenta.uokik.gov.pl.

§ 6. Model withdrawal form