Refund policy

Reporting risks and complaints

  1. The customer has the right to report any defects in the product that may affect its safety or functionality to a dedicated email address: shop@bunzlaumanufaktura.com.
  2. The request should include:
    1. Full name of the notifying person:
    2. Order or invoice number.
    3. Product name and description.
    4. A detailed description of the noted defect or potential hazard.
    5. Photo documentation (if possible).
  3. The shop undertakes to:
    1. Acknowledge the receipt within 2 working days.
    2. Analyse the request and respond within 14 working days of receipt.
    3. Immediately inform the relevant market surveillance authorities and take preventive action, such as withdrawal of the product from the market, if a safety risk is identified.
  4. All product safety reports are treated as a priority and the information provided by the customer is kept confidential and used only for the purpose of analysing the report.
  5. The customer can also report the problem by store chat however, sending the request to an email address is recommended to speed up the analysis process.

 

§1. The right to return the product in the event of a safety risk

  1. The customer has the right to return the product if it is found that the product:
    1. Does not comply with the safety requirements set out by GPSR or other standards.
    2. It has design or manufacturing defects that may endanger health or life.
  2. The return of a product for the above reasons is free of charge for the customer and all costs associated with the return procedure are covered by the shop.

§2. Product return procedure

  1. The customer is obliged to inform the shop of his/her intention to return the product due to a safety risk by:
    1. Dedicated email address: shop@bunzlaumanufaktura.com.
    2. The return form is available on the shop website under "Returns and complaints".
  2. The information on return should include:
    1. Full name of the client.
    2. Purchase order number:
    3. Product name and description.
    4. Detailed description of the defect or hazard.
  3. The shop undertakes to:
    1. Acknowledge the receipt of request within 2 working days.
    2. Analyse the request and respond within 14 working days.

§3. Compensation for the customers

  1. In the event that a product is found to be non-compliant with safety requirements, the shop offers the customer the following options for compensation:

○     Return of the full value of the product: The customer will receive a full refund of the purchase price of the product and shipping costs.

○     Replacement with a compliant product: If a conforming product with similar characteristics is available, the customer is entitled to an exchange at no additional cost.

○     Discount voucher: As a compensation, the customer can receive a discount voucher for further purchases in the shop worth up to 10% of the price of the returned product.

  1. Compensation is paid within 14 days from the date of approval of the product return.

§ 4. Procedure in the event of withdrawal of the product from the market

  1. If a safety risk associated with a product is identified, the shop shall take the following action:
    1. Inform promptly the customers who have purchased the product to stop using it.
    2. Organise the product return procedure, including free return shipping.
    3. Notify the relevant market surveillance authorities.
  2. Customers will be informed of possible compensation and next steps by email or telephone.

§5. Compliance of products with regulations

  1. All products offered in the shop have the required markings, including batch number, manufacturer/importer details and CE marking, if required.
  2. The shop undertakes to keep the technical documentation of the products in accordance with the requirements of EU regulations.
  3. If there are doubts about the safety of a product, the shop reserves the right to suspend its sale until the issue is clarified.