"Grace" Collar

Returns, Refunds, and Complaints

Due to the handmade, personalized, and intimate nature of our products (e.g., custom sizes, colors, designs), standard returns for change of mind or preference are not accepted. This aligns with hygiene standards for adult items and the bespoke production process.

Right of Withdrawal: For non-custom items, you may withdraw from the purchase within 14 days of receipt without reason, as per EU consumer laws (if applicable). Notify us via email ([email protected]) with order details. Return the item unused, in original packaging, at your cost. Refunds (including standard shipping) are issued within 14 days of receipt, using the original payment method. You are liable for any diminished value from handling beyond what's necessary to inspect the item.

Custom Items: No withdrawals or returns for custom products, as they are made to your specifications and cannot be resold.

Complaints for Defects or Non-Conformity: If the item has a manufacturing defect or does not match the agreed specifications (e.g., wrong color, size, or material due to our error), report within 14 days of delivery via email with order number, detailed description, and photos. We process complaints in accordance with Polish consumer sales law (Act of 27.07.2002 on specific terms of consumer sales). Valid claims result in repair, replacement, or full refund (including return shipping) at no extra cost. We inspect all items before shipment to minimize issues.

Damage in Transit: Check packages upon delivery; report damage with a carrier protocol (scanned and emailed). Claims without protocol may be denied.

Refund Process: Refunds are issued promptly upon verification, minus any applicable fees. Partial refunds may apply for diminished value.

Exclusions: No returns for used, damaged by customer, or hygienic reasons (e.g., intimate contact items). Digital or service elements (e.g., custom designs) are non-refundable.

Complaint Forms: Available for download on our website; use for formal submissions.