Returns and complaints

RETURNS & COMPLAINTS

WILLOWS AND JAWS SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ

1. Right of Withdrawal (EU Consumers)

  1. Consumers residing in the European Union have the right to withdraw from a distance contract within 14 calendar days from the date of receiving the goods.

  2. To exercise the right of withdrawal, the Customer must inform the Seller of their decision by means of a clear statement (e.g., via e-mail).

  3. For convenience, the Seller provides a return form available for download below. The use of this form is not mandatory but significantly facilitates and accelerates the return process.

  4. The goods must be returned without undue delay and no later than 14 days from the date of notifying the Seller of the withdrawal.

  5. The Customer bears the direct cost of returning the goods.

  6. The refund will be processed no later than 14 days from receiving the withdrawal notice. The Seller may withhold reimbursement until the goods have been received or proof of return has been provided.

2. Returns Outside the European Union

For Customers residing outside the European Union, the right of withdrawal applies only to the extent required by mandatory local laws.

3. Condition of Returned Goods

  1. The Customer is liable for any diminished value of the goods resulting from handling them in a manner beyond what is necessary to establish their nature, characteristics, and functioning.

  2. Goods made to the Customer’s specifications or clearly personalized are not subject to withdrawal, in accordance with applicable law.

4. Return Procedure

  1. To facilitate the return process, Customers are kindly requested to:

    • send the completed return form to: jaws@willowsandjaws.com before returning the product,

    • include a copy of the completed form inside the parcel.

  2. Failure to use the return form does not invalidate the withdrawal but may extend the identification and processing time.

  3. Return address:

WILLOWS AND JAWS SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
ul. Wiejska 10F
41-404 Mysłowice
Poland

5. Complaints (Non-Conformity of Goods)

  1. The Seller is liable to EU Consumers for non-conformity of goods with the contract for a period of 2 years from delivery.

  2. In the event of a defect, the Customer should contact the Seller at:
    jaws@willowsandjaws.com

  3. A complaint should include:

    • Customer details,

    • order number,

    • description of the issue,

    • photographic documentation (if possible).

  4. The Seller will respond within 14 days.

6. Warranty

  1. The Seller may provide a voluntary warranty for selected products.

  2. The warranty does not exclude or limit statutory rights resulting from applicable consumer protection laws.

Return Form (PL / EN)

You can download the bilingual return form here:

👉 Download Return Form (PL/EN)