Refund Policy
10. Complaints, right of withdrawal
10.1. The Seller is liable to the Customer under the warranty if a physical defect is found within two years from the date of delivery of the item to the Customer.
10.2. The Customer may not withdraw from the contract if the defect is irrelevant.
10.3. The Customer submits a complaint, initially informing the seller about it via e-mail (hello@pluska-studios.com). The Seller provides the Customer with the necessary documents (Warranty Claim Form) and attach a receipt or other proof of purchase. Attaching a receipt or invoice can facilitate and speed up the processing of the Customer’s complaint. The Customer sends the Product subject to the complaint, together with the complaint form Warranty Claim Form.
10.4. The Customer receives information on how his/her complaint is decided within 14 days from the day the Seller receives the Product.
10.5. If the complaint with the Product returned by courier is granted, the Seller will send to the Customer the Product in perfect condition (repaired or new), immediately, within 30 business days from the moment of granting the complaint, and if this proves impossible (e.g. Product is out of stock), the Customer shall be refunded by the Seller the equivalent of the Product’s purchase price and the one-time cost of delivery to the Customer up to the cheapest shipping fee in the Seller’s offer.
10.6. The Seller may refuse to satisfy the Customer’s request if it is impossible to bring the defective item into conformity with the contract in the manner chosen by the buyer or would require excessive costs compared to the second possible method of bringing the defective item into conformity with the contract. In this case, the customer may change the claim. Communication is conducted electronically.
10.7. If the complaint is not accepted, the Product will be handed over or sent back to the Customer together with the opinion that the complaint is unjustified.
10.8. The appearance of the delivered Goods may slightly differ from the picture placed in the Store, which applies in particular to the color scheme. The seller is not responsible for any differences in appearance that result from the subjective perception of the images presented in the store or are the result of individual settings of parameters of graphic cards and Customer monitors.
10.9. Pursuant to the Consumer Rights Act, a Consumer who concluded a distance contract via the Store may, within 14 days, withdraw from it without giving any reason and without incurring costs, subject to the following provisions. The running of the period referred to above shall commence from the day following the day of release of the Goods to the Consumer or a person designated by him other than the courier. In the case of a contract that includes many items that are delivered separately, in batches or in parts, the running of the period referred to above begins with the acquisition of the last item, lot or part. In the case of a contract, which consists in regular delivery of goods for a specified period, the running of the above-mentioned term begins with taking possession of the first item.
10.10. Withdrawal from a distance contract The Consumer communicates to the Seller by submitting an appropriate statement in writing. The statement may be submitted on the form, which constitutes Annex No. 1 to the Regulations.
10.11. The declaration referred to above, the Consumer sends along with returned products to the address of the Seller with the note “WITHDRAWAL FROM THE AGREEMENT”.
10.12. The Seller shall immediately confirm the receipt of the Consumer’s declaration of withdrawal from the contract.
10.13. Within 14 days from the date of receipt of the statement referred to above, the Seller shall return to the Consumer all payments made by him, including costs of delivering the Goods, subject to the provisions of point 10.10.
10.14. If the Consumer has chosen a method of delivery of the item other than the cheapest method of delivery offered by the Seller, the Seller is not obliged to refund the additional costs incurred by the Consumer.
10.15. The Consumer is obliged to return the Product to the Seller or hand it over to the person authorized by the Seller immediately, but not later than 14 days from the date on which he withdrawn from the contract, unless Selling offered to collect the Goods himself. To meet the deadline, it is enough to send back the Goods before its expiration.
10.16. Returned Goods should be returned together with the proof of purchase and information about the account number on which to transfer the returned money or information about another Good in return. To meet the deadline, all you have to do is return the item before its expiry.
10.17. The Seller may withhold reimbursement of payments received from the Consumer until receipt of the Goods back or delivery by the Consumer of proof of its return, depending on which event occurs first.10.18. The Consumer shall bear the direct cost of returning the item, excluding the additional costs resulting from the method chosen by the Consumer, other than the cheapest, usual way of delivery offered by the Seller. The Seller reserves the right not to collect shipments sent at his expense. The Seller shall return the payment using the same payment methods that were used by the Consumer in the original transaction.
10.19. The Consumer should return the unused Product, i.e. with no signs of wear. The consumer is liable for the decrease in the value of the Product as a result of using it in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of things.
10.20. The statutory right of withdrawal, referred to in this point, is not entitled to the Consumer, among others in relation to contracts:• for the provision of Services, if the Seller performed the service fully with the express consent of the Consumer who was informed before the performance of the service that he would lose the right to withdraw from the contract after fulfilling the provision by the Seller;• in which the subject of the service is a non-prefabricated item, manufactured according to the Consumer’s specification or serving to satisfy his individual needs, e.g. a bag manufactured according to the Project or using the Application according to criteria selected individually by the Customer.Our leather is untouched by chemical treatments, ensuring it maintains its genuine, distinctive, and raw beauty. Each piece boasts its own unique texture and character, so you might notice subtle variations from the product photos showcased in our Online Store. Our leather undergoes water-based tanning, a process that allows natural markings and scratches to emerge over time, adding to the charm of our products.
Our hardware is custom-plated and meticulously hand-assembled in artisanal leather workshops. As a result, you might spot delicate scratches or slight color variations in certain areas. While some might perceive these traits as imperfections, they are intrinsic to the materials we choose and are not grounds for complaints. Rest assured, every product is packaged with utmost care, ensuring both the leather and hardware are appropriately protected.