Refund policy
Withdrawal and returns
A Consumer buying at a distance may withdraw from the contract without giving a reason within 14 days from the day the goods are received by the Consumer or a person designated by them other than the carrier. If goods are delivered separately, the period starts when the last item is received. Sending the withdrawal statement before the deadline is enough to meet it. You may email contact@kovalite.com or send the statement to the seller's postal address. You may use the statutory model withdrawal form, but this is not mandatory.
Return the goods no later than 14 days after notifying us of withdrawal to Kovalite sp. z o.o., ul. Czereśniowa 12, 80-126 Gdańsk, Poland. The Consumer pays the direct cost of returning the goods unless we expressly agree to cover it. The Consumer is responsible for any reduction in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning.
We will refund payments received, including the cost of the least expensive standard delivery offered for the order, no later than 14 days after receiving the withdrawal statement. We may withhold the refund until we receive the goods or evidence that they have been sent back, whichever occurs first. The refund will use the same payment method unless the Consumer expressly agrees to another method at no extra cost.
The right of withdrawal does not apply, among other cases, to goods delivered in sealed packaging that are unsuitable for return for health protection or hygiene reasons after the seal has been broken following delivery. The mere fact that a product is a cosmetic or was bought on promotion does not automatically exclude the right of withdrawal. Other statutory exceptions apply only where relevant to the particular contract.
Complaints and conformity of goods
If goods do not conform to the contract, the Consumer may submit a complaint to contact@kovalite.com or the seller's postal address. Providing the order number, a description of the problem and the requested remedy helps us handle the complaint; omitting them does not remove statutory rights. The Consumer may request repair or replacement and, in cases provided by law, a price reduction or termination of the contract. The seller bears the costs of bringing the goods into conformity.
We will respond to a Consumer's complaint within 14 days of receipt. The consequences of not responding within this period are determined by the Polish Consumer Rights Act. The seller's liability for non-conforming goods is independent of the right of withdrawal and any warranty. These rights also apply to a product whose sealed packaging has been opened.
Exchanges
We do not arrange direct exchanges for returns without giving a reason. Submit a return request and then place a new order. This does not affect your right to a replacement when making a claim for nonconformity.
