Refund policy
Returns and Complaints Policy
At Kolorowy Wiatr, every piece of jewellery is handmade with great care and attention to detail. If your purchase does not meet your expectations, you will find information below about returns, complaints, and custom orders.
Returns of Products Available in the Store
If you purchase a ready-made product available in our online store, you have the right to withdraw from the distance contract within 14 days of receiving your order, without giving any reason.
To exercise your right of withdrawal, please contact us at:
In your message, please provide your order number and let us know that you wish to withdraw from the contract.
After notifying us of your return, the product should be sent to the address provided by us.
Returned jewellery should be in an unchanged condition. You may examine the product to the extent necessary to establish its nature, characteristics, and functioning. However, you may be held responsible for any reduction in the value of the product resulting from handling it beyond what is necessary to establish these characteristics.
The cost of returning the product is borne by the customer, unless applicable law provides otherwise.
Once we receive the returned product, we will issue the refund using the same payment method used for the original purchase, unless we agree with you on another method of refund.
The refund includes the price of the product and the cost of the cheapest standard delivery option available in our store at the time the order was placed.
One-of-a-Kind Pieces
One-of-a-kind pieces are individual, handmade jewellery pieces available in the store.
Despite their unique character, when purchasing a ready-made product online, consumers have the statutory right to withdraw from the contract under the terms described above.
Natural stones may have individual characteristics such as inclusions, colour variations, irregularities, and differences in structure or shade. These are natural features of the stone and do not constitute a defect in the product.
Custom Orders
Some products are created specifically as custom orders.
This applies in particular to jewellery made according to the customer's individual specifications, such as the choice of a specific stone, colour scheme, length, knotting style, arrangement of elements, or other individually agreed characteristics.
For non-prefabricated products made according to the customer's specifications or clearly personalised to their needs, the right of withdrawal may not apply, in accordance with applicable law.
Information that a particular product is made to individual order, as well as the rules concerning the right of withdrawal, is provided to the customer before the contract is concluded.
Any limitation of the right of withdrawal does not affect the customer's rights relating to the product's conformity with the contract or the right to submit a complaint.
Deposit for Custom Orders
For custom orders, work on the project begins after the order details have been agreed and the agreed deposit has been paid.
The amount of the deposit, how it will be credited towards the final price, and the remaining amount due are agreed with the customer before work begins.
If you cancel the order after work has begun, the treatment of the deposit will depend on the stage of the order and the applicable provisions of law.
Complaints
If the jewellery you receive does not conform to the contract, has a defect, or you have received a different product from the one you ordered, please contact us at:
Please describe the issue in your message and, if possible, include photographs of the product and its packaging.
Complaints are handled in accordance with applicable laws concerning the seller's responsibility for the conformity of goods with the contract.
Where a complaint is accepted, this may in particular result in the repair of the product, its replacement, a price reduction, or, in cases provided for by law, withdrawal from the contract.
Damaged Parcels
If your parcel arrives visibly damaged, we recommend taking photographs of the packaging and the product and contacting us as soon as possible.
This will help us clarify the situation with the carrier.
Contact
If you have any questions regarding returns, complaints, or custom orders, please contact us:
We’re happy to help!
Kolorowy Wiatr