Returns and exchanges

Returns, Complaints and Warranty Policy

We care about the high quality of our products. If you have any questions about returns, complaints or guarantees, please read the rules below.

1. Return of goods – 14 days

If you have ordered a product but want to return it, you have 14 days from the date of receipt of the shipment to do so, without having to give a reason.

Return Terms:

  • The product has not been used, is undamaged and is in its original condition.
  • The packaging is not damaged (if the product was packed in special packaging).
  • Returns apply only to standard products. Products made to individual order (e.g. non-standard dimensions, personalized design) are not returnable.

How do I make a return?

  • Send a return request to e-mail: evamatrixkontakt@gmail.com .
  • Please provide your order number and your contact details.
  • The cost of return is borne by the customer.
  • Once we have received and checked the product, we will refund your money within 14 days using the same payment method you used to purchase it.

2. Warranty – 12 months

We provide a 12-month warranty on all our products from the date of delivery of the order.

What is covered by the warranty? ✔️ Manufacturing and material defects.
✔️ Problems resulting from the quality of workmanship that are not caused by the customer's fault.

What is not covered by the warranty? ❌ Mechanical damage resulting from improper use.
❌ Natural wear and tear of the product during use.
❌ Damage caused by contact with chemicals or high temperatures.

How do I file a warranty claim?

  • Please write to us at evamatrixkontakt@gmail.com with your order number and description of the problem.
  • Include photos or video of the product defect (if possible).
  • We will consider your application within 14 days and inform you about the next steps.
  • If the defect is confirmed, we will repair or replace the product free of charge.

3. Complaints regarding non-conformity of the goods with the contract

If the product you receive is not as described or has defects, you have the right to make a complaint within 2 years from the date of delivery.

What do we offer in the event of a justified complaint?

  • Replacing the product with a new one.
  • Price reduction if the defect is minor and the customer decides to keep the product.
  • Full refund and collection of goods at our expense in the event of major non-conformity.

Where to file a complaint?

We consider complaints within 14 days . If the case requires additional expertise, the deadline may be extended, but we will inform you about it as soon as possible.

4. Refund

💰 In case of a product return or justified complaint:

  • We will process your refund using the same payment method that you used for your purchase.
  • Refund time: up to 14 days from receipt of the returned goods.
  • If the return is a result of our error (e.g. we sent the wrong product or a faulty item), we will cover the return shipping costs.

5. Protection of personal data

Your personal data is processed in accordance with the Privacy Policy . In the case of returns, complaints and guarantees, your personal data will be used solely for the purpose of carrying out the return, complaint and guarantee processes. You have the right to access, correct and delete your personal data.

Przelewy24 processes your personal data for the purpose of making payment transactions. More information about Przelewy24's privacy policy can be found at https://www.przelewy24.pl/polityka-prywatnosci .

6. Contact

Have any questions? Contact us – we'd be happy to help!