Returns & Complaints

Returns & Complaints Policy

OstryStefek.pl – Hungaricum Sp. z o.o. based in Warsaw

1. General Provisions

1.1. This policy defines the rules for returns and complaints in the OstryStefek.pl online store, operated by Hungaricum Sp. z o.o. based in Warsaw.
1.2. Customers have the right to withdraw from the contract and file complaints in accordance with the Consumer Rights Act of May 30, 2014 (Journal of Laws 2014, item 827) and the Civil Code.
1.3. This policy applies to both individual customers (consumers) and business customers making purchases in the store.

2. Returns – Contract Withdrawal

2.1. Right to Return

2.1.1. Customers can withdraw from the contract without providing a reason within 14 days from receiving the order.
2.1.2. To exercise the right to return, the customer must send a written or electronic withdrawal statement to bok@ostrystefek.pl.
2.1.3. A return form is available on the store’s website or can be downloaded here: [Return Form Link].

2.2. Return Conditions

2.2.1. The product must be returned in its original, undamaged condition, in the original packaging, with all accessories and documentation (if applicable).
2.2.2. The customer is responsible for covering the return shipping costs, unless the seller agrees to cover them.
2.2.3. Returns should be sent to:

📍 Hungaricum Sp. z o.o.
Brończany 27B
16-061 Brończany, Poland

or via this return request link.

2.3. Refund Process

2.3.1. Once the returned product is received, the store will process the refund within 14 days.
2.3.2. Refunds will be issued using the same payment method used for the purchase unless the customer specifies a different option.
2.3.3. If only part of the order is returned, the refund will cover the value of the returned products only, excluding the shipping cost.

2.4. Exceptions to the Right of Return

The right to withdraw from the contract does not apply to:
✅ Customized products made to the customer’s specifications.
✅ Opened products that cannot be resold due to hygiene reasons (e.g., personalized knives, food items).
✅ Perishable goods or items with a short shelf life.

3. Complaints – Product Defects

3.1. Complaint Grounds

3.1.1. Customers can file a complaint if the received product:

• Is damaged
• Does not meet the contract terms
• Has manufacturing defects
• Differs from the product description on the website

3.1.2. Complaints are processed based on warranty rights or the manufacturer’s guarantee, if applicable.

3.2. How to Submit a Complaint

3.2.1. Customers should submit complaints via email to bok@ostrystefek.pl or send a written request to:

📍 Hungaricum Sp. z o.o.
Brończany 27B
16-061 Brończany, Poland

3.2.2. The complaint should include:

• Customer's full name
• Order number
• Description of the defect
• Preferred resolution (repair, replacement, or refund)

3.2.3. To speed up the process, customers are encouraged to attach photos showing the defect.

3.3. Complaint Processing

3.3.1. Complaints are reviewed within 14 business days from the date of submission.
3.3.2. If the complaint is approved, the customer will receive a refund, replacement, or repair, depending on the defect.
3.3.3. If the complaint is rejected, the customer will receive an explanation of the decision.

4. Returning a Defective Product

4.1. If the defective product needs to be returned, the customer should contact the store to arrange the shipping details.
4.2. If the complaint is approved, the store will cover the return shipping costs.
4.3. Cash-on-delivery (COD) returns will not be accepted.

5. Warranty

5.1. If the product is covered by a manufacturer's warranty, customers can use it in accordance with the manufacturer’s warranty terms.
5.2. For warranty claims, customers should contact the warranty service directly.

6. Final Provisions

6.1. This policy is effective from [date].
6.2. OstryStefek.pl reserves the right to update this policy, notifying customers 14 days in advance.
6.3. Any disputes arising from this policy will be resolved under Polish law.
6.4. In matters not covered by this policy, the provisions of the Civil Code and Consumer Rights Act apply.

📩 Contact Us: bok@ostrystefek.pl
🌍 Store Website: www.ostrystefek.pl