Complaints and returns

🔄 RETURNS AND COMPLAINTS

1. Right of withdrawal
A Customer who is a Consumer has the right to withdraw from a distance contract within 14 days without giving any reason.

Pursuant to Article 38, Section 5 of the Consumer Rights Act, the right to withdraw from the contract does not apply to products delivered in sealed packaging that has been opened after delivery and that cannot be returned for health or hygiene reasons.

This applies in particular to cosmetics that have been unpacked or used – such products are non-returnable.

2. Product Complaints
Complaints can be submitted:

by email to: ceo@green-moon.pl,

by post to:
Joanna Kiczka GREEN MOON™
ul. Biskupicka 6/22, 05-840 Brwinów

Complaints should include:
-Customer's name and surname,
-order number,
-description of the problem and photos (if applicable),
-preferred resolution method (e.g., replacement, repair, refund).

The Seller will respond to the complaint within 14 days of its receipt. Information on the outcome of the complaint will be sent via email.

3. Warranty
Products offered in the green-moon.pl store are covered by a warranty in accordance with the provisions of the Civil Code.
The Seller is liable to the Consumer for the conformity of the goods with the contract if a defect is discovered within 2 years of delivery. The Customer has the right to:

-bring the product into conformity with the contract,
-replace the product,
-reduce the price, or withdraw from the contract – in cases specified by law.

4. Warranty
Products offered in the store are not covered by the manufacturer's warranty, unless expressly stated in the specific product description on the store's website.

5. Return of Goods (upon withdrawal)
In the event of a successful withdrawal from the contract, the Customer is obligated to return the goods at their own expense in undamaged condition, i.e., without signs of use, in their original packaging.
If the complaint is accepted, the Customer will receive a refund or a new product, as agreed. The refund will be made to the bank account number provided by the Customer in the form.

📄 Returns and Complaints Form
Name and surname:
Email address:
Order number:
Date of purchase:
Date of receipt:
Reason for return/complaint:
Preferred complaint resolution method: (replacement/repair/refund)
Bank account number (in the case of a refund):

Customer's signature:
Date: