Draft policy. Have this reviewed by a Polish lawyer and complete every [TO ADD] item before taking live orders.
Our 30-day promise
We give you 30 days from delivery to change your mind, more than double the 14 days the law requires. Tell us within 30 days and we'll take the item back and refund you. Return postage for a change of mind is yours. Everything else is on us.
This is a promise we make voluntarily. It sits on top of your legal rights and does not replace them. The statutory rights below apply in full regardless.
Your statutory right to withdraw
As a consumer in the EU you have 14 days from the day you (or someone you nominate) physically receive the goods to withdraw from your purchase, without giving any reason.
To withdraw, tell us clearly before the 14 days are up. An email to contact@reforium.com is enough. You do not need to explain why.
Once you have told us, you have a further 14 days to send the goods back.
Condition of returned goods
Please return the item complete, with its accessories and packaging where possible. You may unpack and inspect it as you would in a shop. If the item's value is diminished because it was handled beyond what was necessary to establish its nature and characteristics, we may reduce your refund accordingly.
Who pays return postage
- You changed your mind: you pay the cost of returning the item.
- The item is faulty, damaged, or not what you ordered: we pay everything, including return postage and a full refund or replacement, your choice.
Refunds
We refund within 14 days of receiving the returned goods back, or of receiving proof that you have sent them, whichever is earlier. Refunds go to your original payment method. We do not charge a fee for this.
Your refund includes the standard delivery cost you originally paid. If you chose a more expensive delivery option than our cheapest standard one, we refund the standard cost only.
Faulty goods and your statutory rights
Separately from the withdrawal right and our 30-day promise, you have statutory rights if goods are not as described, not of satisfactory quality, or not fit for purpose. Under Polish and EU law this protection runs for 2 years from delivery. Nothing in this policy limits those rights.
If something develops a fault, email us with your order number and a photo. We will repair, replace, or refund.
How to start a return
- Email contact@reforium.com with your order number.
- We'll reply with the return address and confirm who is covering postage.
- Send the item back and keep your proof of postage.
- We refund within 14 days of receipt.
Return address
[TO ADD: the address customers should return goods to. Do not omit this. If no return address is given, you may become liable for return costs.]
Dispute resolution
If we cannot resolve a complaint between us, you may use the EU Online Dispute Resolution platform or contact the Polish consumer ombudsman (Rzecznik Konsumentów) in your district.