Complaints and Returns Policy

Right to Withdraw from the Contract (Returns)

A Customer who is a Consumer, as well as a Business with Consumer rights, may withdraw from the Sales Contract within 14 days without providing a reason.

In the event of withdrawal from the contract, the Customer is responsible only for the direct costs of returning the Goods. The returned product must be sent back to the Seller’s address.

The right to withdraw from the Sales Agreement does not apply to agreements where the Goods are items delivered in sealed packaging that cannot be returned after the packaging has been opened for health or hygiene reasons, if the packaging was opened after delivery.

In the event of withdrawal from the contract, we will refund all payments received from you, including delivery costs (except for additional costs resulting from your choice of a delivery method other than the cheapest standard delivery method we offer), without delay, and in any case no later than 14 days from the date on which we were informed of your decision to withdraw. We will issue the refund using the same payment methods used in the original transaction, unless you have expressly agreed to a different arrangement.

Complaints

Every item purchased from our online store is covered by the manufacturer’s warranty. We make every effort to ensure that the complaint process runs smoothly and is completed as quickly as possible.

Important: Inspecting the Package Upon Delivery

Upon receiving the goods, the Buyer is required to visually inspect the condition of the package. If the package shows signs of damage (crushing, moisture, torn stretch wrap or tape), the Buyer is required to fill out a damage report in the presence of the courier. You may also refuse to accept a damaged shipment. All claims regarding mechanical damage incurred during transit will be considered solely on the basis of the damage report.

Claims Procedure (Step-by-Step)

Step 1: Return/Claim Form
Fill out the return/claim form and include it with the shipment. A correctly completed form should include the following information: first and last name, email address or mailing address, phone number, product number, reason for the complaint, date of purchase, and date the defect occurred.

Step 2: Preparing the Package
When filing a complaint, please return the product along with all its accessories and a copy of the purchase invoice. The customer filing the complaint is responsible for shipping the clean product at their own expense.

Step 3: Shipping Address
The product subject to the complaint should be sent to the following address:
MOLLYLAC Michał Szewczyk
ul. Piotrkowska 270, 90-361 ŁÓDŹ
tel. +48 516 140 008 , email: sklep@mollynails.pl

IMPORTANT! Please do not send complaints as cash-on-delivery shipments. We will not accept such packages. Sale items are not eligible for returns or complaints.

Policies and Deadlines

Complaints are processed within 14 days of our receipt of the product. In the case of complex repairs, the repair process may take up to 28 business days.
Discrepancies between the products and the order, or damage to the goods, must be reported within 7 days of receiving the shipment.
Complaints will not be processed after this deadline.
If the complaint is accepted, we will repair or replace the product and return it at our expense to the address provided.

Product Out of Stock

If a product is out of stock, we will contact you by phone or email. If we do not receive a response, we will ship the available items, and the cash-on-delivery or bank transfer amount will be reduced by the difference (if paying by bank transfer, please email us your account number for the refund).