Refund policy

RIGHT OF WITHDRAWAL FROM THE CONTRACT

  1. The Consumer has the right to withdraw from the sales contract concluded with Mystic Forest without giving any reason, within 14 days from the date of receiving the order.

  2. To meet the fourteen-day deadline, it is sufficient to send email with a declaration of return before its expiry.

  3. The Consumer’s declaration of withdrawal from the contract should be sent to the following e-mail address: mystic.forest.mugs@gmail.com.

  4. The Seller shall immediately confirm to the Consumer, via the e-mail address provided in the form, receipt of the declaration of withdrawal from the contract.

  5. The Consumer is obliged to return the Goods to the Seller immediately, but no later than 14 days from the date on which the Consumer withdrew from the contract. To meet the deadline, it is sufficient to send the Goods back before its expiry.

  6. In the event that the Consumer exercises the right to withdraw from the contract, the Consumer shall bear all direct costs of returning (delivering) the Goods to the Seller’s registered office.

  7. Mystic Forest shall refund all payments made by the Consumer using the same method of payment as used by the Client, unless the Consumer has expressly agreed to a different method of refund that does not involve any costs.

  8. In the event that it is necessary to refund funds for a transaction made by the Client using a payment card, the Seller shall make the refund to the bank account assigned to the Ordering Party’s payment card.

  9. The Client should return the Goods by sending them to the Seller’s registered address with the note “Return”.

  10. The Seller is obliged to refund the value of the returned goods (including the price of the purchased products and the costs of shipping them to the Client) within 14 days of receiving the return (shipment from the Client).

  11. The Store has the right to refuse acceptance of a return in cases where damaged goods are returned or where goods of reduced value, showing signs of use, are delivered to the store.

  12. A Buyer who is not a Consumer does not have the right to withdraw from the contract referred to in section 1, and in the case of such sales, the rules and deadlines for withdrawal from the contract are governed by the provisions of the Civil Code.

  13. Custom-made products are not subject to return.

  14. Custom-made products may be cancelled within 48 hours after placing the order by sending us an e-mail message.

COMPLAINTS

All Goods purchased in the Online Store are subject to a 2 (two) year statutory warranty, in accordance with the Consumer Rights Act and the Civil Code Act.
The Client has the right to file a complaint in the event of non-conformity of the goods with the contract.
A complaint on these grounds may be submitted by the Client within 2 (in words: two) years from the date the goods were delivered to them and should be sent to mystic.forest.mugs@gmail.com.

A complaint may include one of the following requests:

  1. price reduction;

  2. removal of the defect;

  3. replacement of the goods with defect-free goods;

  4. a declaration of withdrawal from the contract.

The Store may request that the complaint be supplemented by sending, to the address indicated in the request for supplementation, a copy or scan of the proof of purchase (e.g. VAT invoice or specification), the packaging in which the complained goods were delivered, or the goods that are the subject of the complaint.
The complaint will be considered within 14 (in words: fourteen) days from the date of its submission, or—if supplementation of the complaint was necessary—from the date the complaint was supplemented.
If the Store does not respond to the complaint within the period specified in section 6 of this paragraph, it shall be deemed that the complaint has been accepted.
The Store shall inform the Client of the outcome of the complaint consideration in writing or on a durable medium, in the same manner as the complaint was submitted by the Client.

If the complaint is deemed justified, the Store shall immediately inform the Client and, depending on the request, reduce the price or send the Client full-value goods, or—if this is not possible—refund the due amount by postal order to the indicated address or by bank transfer to a bank account. The Store shall issue the Client an appropriate correction of the proof of purchase (corrective VAT invoice or corrective specification).

The use of a specific method of out-of-court dispute resolution is possible only with the mutual consent of the Client and the Store. Detailed procedures for out-of-court dispute resolution between the Client and the Store are available on the website of the Office of Competition and Consumer Protection: www.uokik.gov.pl, on the websites of the Provincial Inspectorates of the Trade Inspection, as well as from county (municipal) consumer ombudsmen.

In matters not regulated by the Terms and Conditions, the provisions of the Civil Code shall apply to determine the rights and obligations of the Client and the Store in the event of a defect in the goods, in particular the provisions on statutory warranty.
In the case of sales that are not consumer sales, the Store’s liability under statutory warranty is excluded.