Returns and complaints

Return within 14 days

A consumer, and a sole trader with consumer rights, may withdraw from a distance contract within 14 days of receiving the product, subject to the exceptions set out in the Terms and applicable law.

A withdrawal notice may be sent by email to kontakt@ciaocanelusso.pl or by post to: Ciao Cane Łukasz Drwal, ul. Cegielniana 27A/2, 32-085 Modlnica, Poland.

Cost of a standard return

For a standard withdrawal where the product is not defective, the customer bears the direct cost of returning the product, unless the store agrees otherwise individually.

The product must be returned no later than 14 days after giving notice of withdrawal.

Product complaint

A complaint may be submitted in any form. To help us handle it efficiently, please provide the order number, product name, a description of the issue, when it was noticed and your preferred resolution.

For a complaint based on a product’s non-conformity with the contract, the customer makes the product available to the seller and the seller collects it at its own expense if that is necessary to assess the complaint.

Legal basis

The detailed rules for returns, withdrawal and complaints are set out in the store Terms and Conditions.