Refund policy
Right of Withdrawal
A customer who is a consumer or an entrepreneur with consumer rights has the right to withdraw from a distance contract within 14 days from the date of receiving the order, without giving any reason.
To exercise your right of withdrawal, please inform us of your decision by contacting us at:
E-mail: contact@ladypinecone.com
Once we receive your request, we will provide you with further return instructions.
Please return the product to:
Lady Pinecone®
ul. Ludowa 3
05-500 Piaseczno
Poland
The product should be returned in an unchanged condition, except for any handling necessary to establish its nature, characteristics and functioning.
To help us process your return efficiently, please provide your order number. Proof of purchase is not required, although including it may help us identify your order more quickly.
Return Costs
The buyer is responsible for the direct cost of returning the product.
We do not provide return shipping labels or cover return shipping costs unless required by applicable law or the return results from an error on our part.
Damaged or Incorrect Orders
Please inspect your order after delivery.
If a product is damaged, incomplete or you have received the wrong product, please contact us promptly at:
contact@ladypinecone.com
We will make every reasonable effort to resolve the issue as quickly as possible.
Products Excluded from the Right of Withdrawal
In accordance with applicable law, the right of withdrawal does not apply in particular to:
- products made to the customer’s individual specifications or clearly personalized;
- personalized sets prepared after the customer has approved the design, configuration or individual specification;
- sealed essential oils and essential oil blends where the seal has been broken after delivery. Our bottles are fitted with a tamper-evident ring that is permanently broken when the cap is opened for the first time. Breaking this seal means that the product has been opened and may exclude the right of withdrawal in accordance with applicable law;
- gift cards, if introduced into our product range;
- other products for which the right of withdrawal is excluded under applicable law.
Personalized Products
Personalized sets are prepared according to the customer’s individual requirements.
Production begins only after the customer has approved the design, configuration or individual specification.
Due to their individual nature, these products are not eligible for withdrawal or return, except where the product does not conform to the contract or is defective.
Refunds
Once we receive the returned product, we will inform you of the outcome of our inspection.
If the return is accepted, we will issue the refund using the same payment method used for the original purchase, unless another method has been expressly agreed with you.
The refund will be made no later than 14 days from the date on which we receive your notice of withdrawal. In accordance with applicable law, we may withhold the refund until we receive the returned product or you provide proof that it has been sent back, whichever occurs first.
If you have any questions regarding returns, please contact us at:
contact@ladypinecone.com