RETURNS
1 / Dear Customer, we want to make the product return process as easy as possible for you. To ensure it goes smoothly, please follow these steps:
1.1 / Fill out, scan, or take a photo of the return form (DOWNLOAD) and email it to us at (zamowienia@luft-sklep.pl).
1.2 / After receiving our email confirmation of receipt of the return form, please ship the package containing the returned goods and include the original return form with the shipment. The package must be shipped within 14 days of submitting the notice of withdrawal from the contract.
1.3 / Returned goods must be undamaged and in the same condition as when they were delivered. Please ensure the goods are carefully secured during transport to our headquarters.
2 / Shipping address: ul. Koszalińska 18, 40-717 Katowice.
3 / Please direct any questions regarding returns to the email address zamowienia@luft-sklep.pl, or by calling: +48 732 064 793.
COMPLAINTS
1 / To ensure prompt processing of your complaint, please:
1.1 / Inspect the shipment in the presence of the carrier responsible for delivery.
1.2 / If the packaging shows signs of damage, prepare a damage report.
1.3 / When reporting a damaged product or one that does not comply with the contract, please provide photographic documentation showing the defects in the product.
1.4 / The complaint form should include a description of the problem, especially in cases where the product arrives damaged, incomplete, or does not match the description. Regarding the latter point, however, we note that a distinctive feature of handmade products is their unique and one-of-a-kind nature, so they may differ in detail from the photographs on the website.
2 / We will respond to the complaint within 14 days of receiving the request. Any complaints regarding the goods or the fulfillment of the contract may be submitted in writing to our address via email: zamowienia@luft-sklep.pl, or by calling +48 732 064 793.
3 / A complaint may not be accepted if the damage results from the customer’s actions, such as improper product assembly, use contrary to its intended purpose, or wear and tear resulting from normal use.
