Returns and Complaints

How to submit a complaint

If a product you purchased is faulty or your order was not fulfilled in accordance with our terms and conditions, you may submit a complaint in any form you choose, for example:

• By post: Taras Tokaryk Rikki nail shop, ul. Św. Jadwigi 9, 50-266 Wrocław, Poland.
• By email: [email protected].

If you have any questions, call +48 794 623 343.

As the seller, we are responsible for product defects discovered within 2 years of the purchase contract being concluded or, for distance contracts, the product being delivered. We are also responsible for shortcomings in the performance of the contract.

What information should you include?

To help us process a complaint submitted by email, we recommend including:

• your full name, address, email address and phone number;
• your order number and details of the product concerned;
• the remedy you are requesting;
• a description of the circumstances supporting your complaint and the date you discovered the defect;
• photographs of the defect, where possible.

After receiving your complaint, we will explain the next steps. If we ask you to send the product back, package it securely to prevent damage during transport and enclose a complaint form.

Complaint costs and response time

If you are a consumer or a business purchaser entitled to consumer rights, and your complaint is found to be justified after assessment, we will reimburse the cost of sending the faulty product back.

A consumer is a person making a purchase unrelated to their business or professional activity. A business purchaser entitled to consumer rights is an individual making a purchase connected with their business where the purchase is not of a professional nature for that person, as determined by the business activities listed in Poland’s Central Register and Information on Economic Activity (CEIDG).

We will respond to your complaint within 14 days of receiving the message containing it or of receiving the product, if the product is necessary to assess the complaint.

Remedies you may request

When submitting a complaint, you may request:

1. a reduction in the purchase price;
2. withdrawal from the purchase contract;
3. repair of the defect;
4. replacement with a product free from defects.

You may choose replacement or having the product brought into conformity with the contract. We will repair or replace it within a reasonable time and aim to avoid excessive inconvenience. We cover the repair or replacement costs arising from an accepted complaint.

We may decline a request for a price reduction or withdrawal from the contract if we promptly replace the product with one free from defects without excessive inconvenience.

You may request repair or replacement instead of the solution we propose. However, we will not carry out your chosen remedy if it is impossible or would involve excessive costs compared with our proposed solution.

If the product has already been repaired or replaced and still does not conform to the contract, you may withdraw from the contract and receive a refund of the purchase price.

Further details are provided in the Polish Civil Code of 23 April 1964 (consolidated text: Journal of Laws of 2020, item 1740, as amended).

Returns without giving a reason

If you purchase from our online store as a consumer or a business purchaser entitled to consumer rights, you may withdraw from the purchase contract without giving a reason within 14 days of receiving the product.

To exercise this right, send us a statement of withdrawal in any form you choose, for example:

• By post: Taras Tokaryk Rikki nail shop, ul. Św. Jadwigi 9, 50-266 Wrocław, Poland.
• By email: [email protected].

To meet the deadline, it is sufficient to send your statement before the withdrawal period expires. Following withdrawal, the contract is treated as not having been concluded and the payments received will be refunded.

Sending products back and return costs

Send the product to the address above without delay and no later than 14 days after submitting your statement of withdrawal.

Package the product securely to prevent damage during transport. The buyer pays the return shipping costs.

Refunds

We will refund the payments received, including the original delivery costs, no later than 14 days after you submit your statement of withdrawal. We may withhold the refund until we receive the product or evidence that you have sent it back, whichever occurs first.

If you selected a delivery method more expensive than the cheapest option offered on our website, we may refund only the cost of that cheapest option. We are not required to reimburse the additional cost of a more expensive delivery method.

We will use the same payment method you used for the purchase unless you expressly request another method in your statement of withdrawal. An alternative refund method will not result in additional charges.

Product condition and exceptions

You are responsible for any reduction in the product’s value caused by handling beyond what is necessary to establish its nature, characteristics and properties.

The right of withdrawal does not apply to products supplied in sealed packaging that cannot be returned after opening for health protection or hygiene reasons.

Further details are provided in the Polish Consumer Rights Act of 30 May 2014 (consolidated text: Journal of Laws of 2020, item 287, as amended), which governs relations between traders and consumers, including business purchasers entitled to consumer rights.