Refund policy
RETURN, REFUND, AND WITHDRAWAL POLICY
You have the right to withdraw from your purchase within 14 days without giving any reason.
Withdrawal Period:
The withdrawal period expires 14 days after:
• The day you or a third party (other than the carrier) receives the goods.
• In the case of multiple items in one order shipped separately, the withdrawal period begins from the day the last item is received.
How to Exercise Your Right to Withdraw:
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the purchase in a clear statement. You can do this by:
• Completing the withdrawal form (ENG) or PL Version and emailing us a copy at customerservice@weararetha.com.
Please include your name, order number, and details of the items you wish to return.
E-Signature Disclaimer
We accept withdrawal requests and complaints submitted electronically by the person who made the purchase. By submitting this form or contacting us via email, you agree that your e-signature is legally binding and holds the same validity as a handwritten signature, provided that it matches the contact details associated with the original order.
Please note that we may request additional information to verify the authenticity of the request if necessary.
Obligations Upon Withdrawal:
• For You: You must return the goods to us without undue delay and no later than 14 days after notifying us of your decision to withdraw. You are responsible for the return shipping costs.
• For Us: We will reimburse all payments received from you, including delivery costs (excluding additional costs if you chose a non-standard delivery method). Refunds will be issued within 14 days after we receive the returned goods or proof of return.
Conditions for Returns
• Eligibility: The product must be unused, in its original packaging, and with all seals intact.
• Exclusions: Items that have been personalized, custom-made, or have had their seals broken are not eligible for withdrawal or return.
Hygiene & sealed products
- Perfumes and personal care products (including shower gels) are sealed for hygiene and safety reasons. These items are eligible for withdrawal within 14 days of delivery only if they remain unopened, unused, and with the original hygiene seal fully intact. Once the hygiene seal is broken, these products are excluded from return.
- Home fragrance products, such as diffusers and room sprays, may be returned within 14 days of delivery. However, if these items are opened, tested, or used, the customer is responsible for any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the product.
Customised and made-to-order items
Products that are customised, personalised, or made specifically to the customer’s specifications are excluded from the right of withdrawal, in accordance with EU consumer law. This includes, but is not limited to, personalised labels, bespoke scent compositions, customised packaging, or made-to-order products.
This does not affect your statutory rights in the event that a product is faulty or damaged on arrival.
Damaged or Defective Items
If a product arrives damaged or defective, please contact us within 14 days of delivery. This does not affect your statutory rights under EU consumer law. Products with broken or tampered hygiene seals may not be eligible for return unless the defect was present on delivery.
Non-Returnable Items
The following items cannot be returned:
• Products with broken seals.
• Customized or personalized products.
• Items that have been used, opened, or damaged by the customer.
Return Process
1. Notify us of your intention to return or withdraw by emailing customerservice@weararetha.com
2. Ship the product to the return address provided by our team. Ensure the product is securely packaged.
3. Retain proof of postage.
Dispute Resolution
We are committed to resolving disputes quickly and efficiently. If you have a complaint, please contact us at:
- Email: customerservice@weararetha.com
If you are not satisfied with the outcome, you have the right to:
- Contact Consumer Ombudsman Services in Poland:
You can reach out to the Office of Competition and Consumer Protection (UOKiK) or a local consumer ombudsman for assistance.
- Online Dispute Resolution Platform (ODR):
As per EU regulations, you may also submit your complaint via the EU’s ODR platform:
https://ec.europa.eu/consumers/odr/
- Mediation or Arbitration:
We are open to resolving disputes through mediation or arbitration services if both parties agree.
- Court Proceedings:
As a last resort, you may pursue your claim in the courts of Poland, following Polish and EU laws.
Contact Us
For questions or assistance, kindly fill the contact form and we will contact you directly, or send an email to customerservice@weararetha.com