Returns and complaints

Returns

You can make a return or exchange within 14 calendar days from the date you receive your package. Returns made after this deadline will not be accepted.

Before sending a return at the Buyer's expense, you must contact the Seller via email beforehand to obtain the shipping address/drop-off point for the returned package.

Please secure the returned or exchanged jewelry meticulously so that it does not get damaged during transport. Please remember that according to Article 34 of the Polish Consumer Rights Act of May 30, 2014, you are liable for any damage caused to the goods, the value of which may be deducted from your refund.

Items offered as a set must be returned in their entirety.

The returned goods should be undamaged and show no signs of wear. If the returned product shows signs of use, the return will not be accepted.

The product must be packed in its original box, along with all leaflets, packaging, instructions, and free promotional items delivered with the order.

It is possible to exchange the product for another one.

The refund amount for the returned goods will be transferred via bank transfer to the account from which the original payment was made.

We will issue the refund for the goods within 14 days from the day the package is delivered to us.

The refund applies only to the value of the product itself. Delivery costs are non-refundable.

If the customer fails to pick up the package from a parcel locker or courier, and the package is returned to the sender, and the customer informs us that this should be treated as a return — the cost of returning the package to the seller will be deducted from the refund amount. The return cost is equal to the original shipping cost.

If the order value exceeded 299 PLN and the customer benefited from free delivery, and then makes a partial return that drops the final order value below 299 PLN — the original shipping cost will be added to the settlement. The refund amount for the returned item will be reduced by the delivery cost according to the current price list.

Complaints

Complaints apply to manufacturing defects, including structural and technical flaws (e.g., clasps).

The warranty does not cover defects caused by daily wear and tear (e.g., scratches), improper use (e.g., stains from water and chemicals), insufficient care, or damage caused by the owner or third parties (dents, mechanical damage), including damage to decorative elements.

As part of a complaint, you can:

Demand that the goods be replaced with a new item or repaired.
Submit a statement requesting a price reduction or withdraw from the sales contract (i.e., return the goods) – provided that one of the cases specified in Article 43e of the Polish Consumer Rights Act of May 30, 2014, occurs (among others, failure to repair or replace the goods despite submitting a complaint).

Please send your complaint containing one of the above requests to us via email at info.latobrand@gmail.com.

In addition to your complaint request, please include the following details in your email:

Your full name
Order number
Bank account number
Date of delivery
Description of the noticed non-conformity (damage, missing parts)
Attach photographs showing the defect/non-conformity to the email.

We will respond to your complaint within 7 days from the day we receive it via email. If the complaint is incomplete, we may ask you to supplement it.

If you requested a replacement for a new item or a repair in your complaint, we will collect the defective product from you at an agreed time, unless you agree to send it back yourself (at our expense). Following that, we will deliver the new or repaired item to you.

If you chose to withdraw from the sales contract (i.e., return the goods) as part of the complaint, you should send the goods back after receiving our confirmation that the complaint has been accepted.

For returning or repairing the goods, we will send you a code allowing you to drop off the package at an InPost Parcel Locker (Paczkomat).

Please secure the returned jewelry meticulously so that it does not get damaged during transport.

If, however, you requested a price reduction, we will refund the difference between the original price and the reduced price within 14 calendar days from the day we receive the complaint.

Please direct any additional questions to: info.latobrand@gmail.com