Returns and Complaints Policy

Title
Returns and Complaints Policy

Effective date: 01.05.2026

1. RIGHT OF WITHDRAWAL (for Consumers)

1.1. Who may withdraw from the agreement?

The right to withdraw from the agreement without giving a reason belongs exclusively to Consumers, i.e. natural persons making a purchase unrelated to their business or professional activity.

Business customers do not have the right to withdraw from the agreement within 14 days.

1.2. Withdrawal deadline

14 days from the day on which the Consumer takes possession of the product (or the last product in the case of an order consisting of several products delivered separately).

1.3. How to withdraw from the agreement?

Step 1: Submit a withdrawal declaration

To withdraw from the agreement, you must inform us of your decision within 14 days by:

  • WygodneZwroty.pl platform – register your return online (RECOMMENDED)
  • E-mail: orders@hansawear.com
  • In writing: MAMY TO Łukasz Chomyn, ul. Kochanowskiego 5/90, 01-864 Warsaw, Poland

Step 2: Send the product back

The product must be returned no later than 14 days from the day you informed us of your withdrawal.

Returns address:
MAMY TO Łukasz Chomyn
ul. Kochanowskiego 5/90
01-864 Warsaw
POLAND
tel. (for courier) 504253807

PLEASE NOTE:

    • We do not accept cash-on-delivery parcels
    • We do not accept parcels delivered to parcel lockers (Paczkomaty)
    • We recommend courier shipments with delivery confirmation
    • We recommend using the WygodneZwroty.pl platform for convenient return handling

1.4. Cost of return

The Customer bears the direct cost of returning the product.

For your convenience, we recommend the WygodneZwroty.pl platform, which offers preferential courier rates.

1.5. Refund

    1. In the event of a return of the entire order, we will refund all payments received from you, including delivery costs (except for additional costs resulting from a delivery method other than the cheapest standard delivery option).

    2. The refund will be made without undue delay, no later than 14 days from the day we receive your withdrawal declaration and all information necessary to make the refund.

    3. We may withhold the refund until we receive the product back or until you provide proof of return shipment, whichever comes first.

    4. The refund will be made using the same payment method you used for the original transaction, unless you have expressly agreed to a different arrangement.

1.6. Condition of returned product

    1. You are liable for any diminished value of the product resulting from handling it beyond what is necessary to establish the nature, characteristics, and functioning of the product.

    2. You may unpack and inspect the product in a manner similar to what you would do in a physical store.

    3. The returned product should be:

      • Unused (except for testing)
      • Complete (with all tags, labels, and accessories)
      • In original packaging (if possible)

    4. If the product shows signs of use beyond inspection (in particular: it is stretched, has a changed shape, carries an odour (e.g. perfume, tobacco smoke), or is dirty (e.g. shows visible traces of animal hair)), we may refuse the refund or reduce the refund amount by the value of the diminution in the product's value.

1.7. Exceptions to the right of withdrawal

Under applicable law, you may not withdraw from the agreement in the case of:

    • Products made to your specification or personalised to your individual needs
    • Products that have been inseparably mixed with other items after delivery by their nature
    • Products delivered in sealed packaging that cannot be returned after opening due to health protection or hygiene reasons (e.g. underwear, if hygienic seals have been removed)
    • Gift cards (except where the card has not yet been used and no more than 14 days have elapsed since purchase – in that case, withdrawal is possible under general rules)


1a. MODEL WITHDRAWAL FORM

You may use the form below to withdraw from the contract. Its use is not mandatory.

MODEL WITHDRAWAL FORM
(complete and return this form only if you wish to withdraw from the contract)

To:
MAMY TO Łukasz Chomyn
ul. Kochanowskiego 5/90, 01-864 Warsaw, Poland
e-mail: orders@hansawear.com

I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract of sale of the following goods(*):

...........................................................................................................

Order number: ...........................................................................

Ordered on(*)/received on(*): ...............................................

Name of consumer(s): .....................................................

Address of consumer(s): ......................................................................

Signature of consumer(s) (only if this form is notified on paper): ..................................

Date: .................................................

(*) Delete as appropriate.


2. COMPLAINTS (Lack of Conformity of the Goods with the Contract)

2.1. General rules

    1. Products sold in the Store are free from physical and legal defects.

    2. If a product is not in conformity with the contract, you may submit a complaint on the basis of the provisions on the lack of conformity of the goods with the contract (the Consumer Rights Act). In respect of Customers who are not Consumers, the provisions on the statutory warranty for defects (rękojmia) apply (the Civil Code).

    3. Complaints may be submitted within 2 years of the date the product was delivered.

2.2. Who may submit a complaint?

Both Consumers and business customers.

Note: In the case of business customers, liability under the statutory warranty for defects (rękojmia) is excluded, unless an individual agreement states otherwise.

2.3. How to submit a complaint?

Step 1: Submit your complaint

    • Contact form at www.hansawear.com (RECOMMENDED)
    • In writing: MAMY TO Łukasz Chomyn, ul. Kochanowskiego 5/90, 01-864 Warsaw, Poland
    • E-mail: orders@hansawear.com

Step 2: Describe the problem

In your complaint, please provide:

    • Order number
    • Description of the defect
    • Date the defect was discovered
    • Your request (repair, replacement, price reduction, withdrawal from agreement)

Step 3: Attach proof of purchase

Attach a copy or scan of your proof of purchase (receipt, invoice, order confirmation) and a photo of the product showing the visible defect.

Step 4: Send the defective product (if required)

If we ask you to send the product, please return it to:

MAMY TO Łukasz Chomyn
ul. Kochanowskiego 5/90
01-864 Warsaw
POLAND
tel. (for courier): 504253807

PLEASE NOTE: We do not accept cash-on-delivery parcels.

2.4. Consumer rights under a complaint

In the case of a defective product, you may request:

In the first instance:

    • Repair of the product, or
    • Replacement with a new defect-free product

If repair or replacement is impossible or would involve excessive costs:

    • Price reduction, or
    • Withdrawal from the agreement (refund)

PLEASE NOTE: You may not withdraw from the agreement if the defect is minor.

2.5. Complaint resolution

    1. We will process the complaint within 14 days of it being submitted.

    2. If we do not respond within 14 days, the complaint is considered to have been accepted as justified.

    3. We will notify you of the outcome via the same channel you used to submit the complaint (e-mail/in writing).

2.6. Costs of complaints

    • The cost of returning the defective product is borne by the Seller (we will provide instructions).
    • The cost of repair or replacement is borne by the Seller.
    • In the event of a product return, we will also refund delivery costs (based on the cheapest available standard option).

2.7. Return of product under a complaint

Where the complaint is accepted and the agreement is withdrawn or the price is reduced:

    • Refund is made no later than 14 days from the acceptance of the complaint
    • Refund is made to the bank account indicated by the Customer or by the same payment method used for the original transaction


3. GUARANTEE

If an additional manufacturer's or distributor's guarantee has been granted for a product, details can be found in the guarantee card enclosed with the product.

The guarantee is an additional entitlement and does not exclude, limit, or suspend the Consumer's rights arising from the lack of conformity of the goods with the contract (nor the rights of Customers who are not Consumers arising from the statutory warranty for defects (rękojmia)).

4. INTERNATIONAL RETURNS

4.1. Customers outside Poland

Customers from countries other than Poland have the same rights as Polish customers (right of withdrawal, protection arising from the lack of conformity of the goods with the contract), unless the laws of their country provide more favourable rules.

4.2. Returns address

Regardless of the country of purchase, all returns should be sent to:

MAMY TO Łukasz Chomyn
ul. Kochanowskiego 5/90
01-864 Warsaw
POLAND
tel. (for courier) +48 504 253 807

4.3. Cost of international return

The Customer bears the cost of returning the product from abroad. We recommend:

    • Using WygodneZwroty.pl services (if available)
    • Choosing a trackable shipment
    • Adequate insurance for the shipment

4.4. Returns within the European Union

Sales and shipping are carried out exclusively within the European Union (a common customs area), which is why no customs charges apply to returns. If you have any questions regarding a return, please contact us before sending the product back.

5. VOLUNTARY RETURNS (Goodwill)

In special circumstances, we may accept returns from business customers or after the 14-day period as a gesture of goodwill (a so-called goodwill return). The decision rests with the Seller and is made on a case-by-case basis.

6. FINAL PROVISIONS

6.1. Improper return

If the returned product:

    • Is incomplete
    • Shows signs of use beyond inspection (the product is stretched, has a changed shape, is dirty, or carries a noticeable odour)
    • Does not meet the return conditions

we may:

    • Refuse to accept the return
    • Reduce the refund amount by the value of the diminution
    • Return the product to the Customer (at their cost)

6.2. Contact for returns and complaints

If you have any questions, please contact us:

    • Contact form: www.hansawear.com
    • By e-mail: orders@hansawear.com
    • In writing: MAMY TO Łukasz Chomyn, ul. Kochanowskiego 5/90, 01-864 Warsaw, Poland

Last updated: 01.05.2026