Refund policy

Return Policy

 

 

§1 General Provisions

 

  1. This Return Policy defines the rules for withdrawal from the contract, returns, and complaints in the online store Fenix Krzyżanowski Krzysztof Edward, operating at: https://fenix-jewellery.com.

  2. The store is operated by the company Fenix Krzyżanowski Krzysztof Edward, headquartered at ul. Tysiąclecia 9, 80-351 Gdańsk, Poland, NIP: 9570034549, REGON: 191548280.

  3. Contact with the store is possible via e-mail: info@fenix-jewellery.com or by phone: +48 502 080 956.

 

§2 Right of Withdrawal from the Contract

 

  1. A consumer has the right to withdraw from a distance contract (e.g. concluded via the Internet) without giving any reason within 14 days from the day of receiving the goods. If the last day of a time limit falls on a Saturday, Sunday, or a statutory public holiday, the time limit expires on the first working day following that day.

  2. To exercise the right of withdrawal, the consumer must inform the seller (Fenix) of their decision by means of an unambiguous statement (e.g. via e-mail or return form).

  3. Under EU consumer protection law, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason.

    To exercise your right of withdrawal, you can submit a request directly in our store by logging into your customer account:

    👉 Submit a return or cancellation request

    After submitting your request, you will receive an automatic confirmation to your email address.

    The right of withdrawal does not apply to products made to order (e.g., personalized items or items with engraving).

  4. The consumer may use also the model withdrawal form available at the following address:
    https://furgonetka.pl/zwroty/7d17f4c0-c9f1-42ef-8583-a4e2b9852ff0

  5. In the event of withdrawal, we refund all payments received from the consumer, including the cost of delivery (except for additional costs resulting from a delivery method chosen by the Client other than the cheapest standard delivery method offered by us).

 

§3 Rules for Returning Goods

 

  1. The return must be made without undue delay, no later than 14 days from the day on which the consumer informed us of the withdrawal from the contract.

  2. The Client bears the direct cost of returning the goods.

  3. The return should be sent to the following address:

    Fenix
    ul. Tysiąclecia 9
    80-351 Gdańsk
    Poland

  4. The returned product must be complete and undamaged. The consumer is responsible for any decrease in the value of the goods resulting from handling them in a manner other than what is necessary to establish their nature, characteristics, and functioning.

 

§4 Refund of Payments

 

  1. The refund will be issued no later than 14 days from the day we receive the returned goods or proof of their shipment — whichever occurs first.

  2. Refunds are made using the same payment methods that the consumer used in the original transaction, unless the consumer has expressly agreed to a different solution.

 

§5 Exceptions to the Right of Withdrawal

 

The right of withdrawal from the contract does not apply to contracts:

  1. in which the subject of performance is an item not prefabricated, manufactured according to the consumer’s specifications, or intended to meet their individual needs (e.g. personalized jewellery),

  2. in which the subject of performance is an item delivered in sealed packaging which, once opened, cannot be returned for health protection or hygiene reasons, if the packaging was opened after delivery.

 

§6 Complaints

 

  1. If the purchased product is not in conformity with the contract, the Client may submit a complaint based on the provisions of the Consumer Rights Act and the Civil Code.

  2. Complaints may be submitted:
    • by e-mail: info@fenix-jewellery.com
    • in writing to the address: Fenix, ul. Tysiąclecia 9, 80-351 Gdańsk, Poland

  3. The complaint should include:
    • Client's full name,
    • order number,
    • description of the defect,
    • date the defect was discovered,
    • Client’s request (e.g. replacement, repair, price reduction, refund).

  4. The store will respond to the complaint within 14 days.

 

§7 Final Provisions

 

  1. In matters not regulated by this policy, the provisions of Polish law apply, in particular the Civil Code and the Act of 30 May 2014 on Consumer Rights.

  2. The current version of the Return Policy is always available on the store’s website: https://fenix-jewellery.com/policies/refund-policy