Exchanges and complaints

Returns and Exchanges Policy (EU)

§1

The cost of returning goods in the event of a return or exchange shall be borne by the Buyer.

§2

Consumers have the right to withdraw from the contract within 14 days of receiving the goods, in accordance with applicable EU and national consumer protection laws.

§3

Goods made to individual order, i.e. custom-made products, are not subject to return.
Custom-made goods are headwear prepared according to the Buyer’s individual specifications, such as a non-standard color or size not available in the store’s regular offer, pursuant to Article 16(c) of Directive 2011/83/EU.

§4

The Buyer wishing to exercise the right of withdrawal should return the goods within 14 days of receipt, in a condition not exceeding normal handling necessary to inspect the product.
Products showing signs of use beyond standard inspection may not be accepted.

§5

To ensure quick identification and processing of the return, the Buyer is kindly requested to include the withdrawal form and the receipt or its copy in the return parcel.
Failure to include these documents may result in a longer return processing time, but does not affect the statutory right of withdrawal.

§6

The right of withdrawal does not apply to purchases made by entrepreneurs (B2B), i.e. purchases made on behalf of a company that do not qualify as consumer transactions.

§7

In the case of an exchange, the Buyer is responsible only for the cost of returning the goods to the Seller.

§8

Returns and exchanges should be sent to the following address:

EVITA
Mniszew 32
26-914 Mniszew
Poland

§9

In the case of an exchange, the Buyer is requested to print, complete and include the exchange form with the returned product.

§10

We do not accept returns or exchanges sent cash on delivery (COD).
Refunds are issued exclusively via bank transfer or through the same payment method used for the original transaction (e.g. PayPal, PayU).

§11

Parcels sent to parcel lockers are not accepted.
Return shipments must be sent directly to the address indicated in §8.

§12

If a return is not accepted (e.g. damaged goods, missing items, B2B purchase, return after the statutory deadline), the goods will be stored for up to 3 months.
During this period, the Buyer may collect the goods in person or request reshipment at their own expense.
After this period, the Seller reserves the right to dispose of the goods.

§13

Refunds are processed as follows:

via bank transfer for traditional or cash-on-delivery payments,

via the original payment platform for payments made through PayPal, PayU, or similar services.