Returns and Complaints Policy

PART I: RETURNS (WITHDRAWAL FROM CONTRACT)

1. Standard Products (Ready-made)

1. Every Customer who is a consumer has the right to withdraw from the contract of sale of standard, ready-made products (available in the regular store catalog) within 14 days of receiving the shipment, without giving any reason.
2. To exercise the right of withdrawal, you must send an unequivocal statement (e.g., by e-mail to: biuro@bolglass.pl). You can use the statutory model withdrawal form.
3. The return of goods should take place immediately, no later than within 14 days from the date of informing about the withdrawal. Due to the extreme fragility of the assortment (glass), the Customer is obliged to secure the shipment with the utmost care, preferably using the original fillers from the package.
4. The Customer bears the direct costs of returning the products.
5. The refund will be made immediately using the same payment methods that were used in the original transaction.

2. Exceptions to the Right of Return (No right of withdrawal)

According to the Polish Consumer Rights Act (Art. 38), the right to return within 14 days absolutely does not apply in the case of the following orders:

1. Personalized Products (3D Configurator): This applies to all baubles that were produced according to the Customer's individual specification (have names, manual dedications, dates, or unique color variants chosen by the Customer) - legal basis: Art. 38 point 3 (non-prefabricated item).
2. Workshops and Manufactory Tours: Applies to tickets and time slot reservations for a specific date and time purchased in the system - legal basis: Art. 38 point 12 (services related to leisure or entertainment events).

PART II: COMPLAINTS (PRODUCT DEFECTS AND DAMAGE)

1. Liability for defects and shipping damage

1. The Seller is liable to the consumer for any lack of conformity of the goods with the contract (statutory warranty).
2. As a manufacturer of glass ornaments, we make every effort to ensure that the goods are armored-packed. However, if upon opening the package it turns out that the bauble was broken or damaged in transit, please contact us for an immediate resolution.

2. How to file a complaint?

1. A complaint (e.g., breakage, manufacturing defect, printing error on a personalized product) should be sent to the e-mail address: biuro@bolglass.pl.
2. Reporting requirements (very important for glass): In the e-mail, please include the order number and clear photographic documentation of the damaged goods (preferably in the original box) and any external damage to the package itself.
3. In some cases, the Seller may ask to return the defective goods. In the case of an accepted complaint, the Seller bears the shipping costs.

3. Processing Time and Resolution

1. We commit to processing each complaint within up to 14 days of its receipt. We will inform you about the status via email.
2. If the complaint is deemed justified, we will first offer an immediate replacement of the broken/defective bauble with a new one, free from defects (it will be produced and shipped with priority at our expense). If replacement is impossible, we will refund the equivalent value of the goods.