At CottonLine, customer satisfaction is very important to us. If a product you have purchased does not meet your expectations or is not in conformity with the contract, you may exercise your right to withdraw from the contract or submit a complaint.
1. Returns – Right of Withdrawal
If you are a consumer or a business customer with consumer rights and you have purchased a product through our online store, you have the right to withdraw from the distance contract without giving any reason within 14 days from the day you receive the product.
To exercise your right of withdrawal, please inform us of your decision before the end of this period by sending an email to: office@cottonline.pl.
Please include the following information in your message:
- order number,
- first and last name,
- a statement that you wish to withdraw from the contract,
- bank account number if the refund is to be made to an account different from the one used for the original payment.
You may also use the statutory withdrawal form, but this is not mandatory.
After submitting your withdrawal statement, you must return the product no later than 14 days from the day you notified us of your decision to withdraw from the contract.
Return Shipping Costs
The direct cost of returning the product to CottonLine is borne by the customer, unless applicable law provides otherwise or CottonLine expressly agrees to cover these costs.
In the event of withdrawal from the contract, we will refund all payments received from the customer, including the cost of the original delivery. However, the delivery cost will be refunded up to the amount of the cheapest standard delivery method available in our online store. If the customer selected a more expensive delivery method, the additional cost will not be refunded.
Refunds will be issued within 14 days of receiving the customer’s withdrawal notice and will generally be made using the same payment method used by the customer for the original transaction, unless the customer expressly agrees to a different method that does not involve any additional costs.
We may withhold the refund until we have received the returned product or until the customer provides proof that the product has been returned, whichever occurs first.
The customer is responsible for any reduction in the value of the product resulting from handling it in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of the product.
2. Complaints – Product Not in Conformity with the Contract
If the product you have received is not in conformity with the contract, you have the right to submit a complaint.
A product is considered to be in conformity with the contract in particular when it corresponds to the agreed description, type, quantity, quality and functionality and is suitable for the purpose for which the customer informed the seller no later than at the time the contract was concluded, provided that the seller accepted that purpose.
You may submit a complaint in any form. However, for evidentiary purposes, we recommend submitting it by email to: office@cottonline.pl.
Your complaint should preferably include:
- order number,
- description of the problem or non-conformity,
- photographs of the product, if they may help us assess the issue,
- your preferred way of resolving the complaint.
In the event of a product not being in conformity with the contract, the consumer may, in particular, request that the product be brought into conformity with the contract by means of repair or replacement. In cases provided for by law, the consumer may also request a price reduction or withdraw from the contract.
Complaint-Related Costs
In the case of a justified complaint, the consumer does not bear the costs associated with bringing the product into conformity with the contract. In particular, the seller bears the costs of repair or replacement, including the costs of transport, labour and materials.
If returning the product is necessary in connection with a complaint, we will contact you and provide instructions on how to return the product.
We will respond to a complaint within 14 days from the date of receipt, where applicable law requires such a deadline. Where the statutory 14-day deadline applies, failure to respond within this period means that the complaint is deemed to have been accepted.
3. Products Made to Individual Order
The right of withdrawal may not apply to products made according to the customer's individual specifications or clearly personalised to meet the customer's individual needs, where the conditions specified by applicable law are met.
If the right of withdrawal does not apply to a particular product or order, we will inform the customer before the contract is concluded.
4. Important Information
The right to withdraw from a contract and the rights arising from a product not being in conformity with the contract are granted directly by applicable law. Nothing in these terms limits or excludes the statutory rights of consumers.
If you have any questions regarding returns or complaints, please contact us at: office@cottonline.pl.
We are always happy to help and will do our best to resolve each matter as quickly and efficiently as possible.