Warranty and service

Please note: please keep your proof of purchase (receipt or invoice) and original packaging until the end of the warranty period - these form the basis for a complaint procedure.

Complaints

Upon receiving the package, please carefully check it with the courier or immediately after picking it up from the parcel locker. If the packaging has visible external damage, we recommend to refuse to accept the parcel and then contact us on: +48 77 465 13 10

Please open the received parcel in the presence of the courier. If any discrepancy is found a discrepancy protocol is drawn up, which is the basis for a further complaint procedure:

1. Send us the product you want to complain about, along with a written statement describing the specific reasons for the complain, the desired form of compensation, as well as the return address and bank account number for the refound (depending on the store's decision).
2. Within 14 days of receiving the package, we will inform you via email or phone about the outcome of the complaint process.
3. If the complaint is accepted, within 7 working days from the decision, we will compensate you by repairing the product, sending a new item, or refunding your money.
4. If the complaint is deemed unjustified, we will provide you with an explanation of the decision and within 14 working days will return the complained product at our expense. If the payment was made by credit card, it will be refunded to the card account used for payment.

If you have any doubts, please feel free to contact us at: info@ronja-birk.eu or at tel. +48 77 465 13 10.We will gladly answer your questions and guide you through the complaint process.

Returns

In accordance with applicable regulations, a customer who ordered at a distance may withdraw from it within 14 calendar days from the date of delivery of the ordered goods, without giving any reason. This applies only to consumer sales, i.e. only to sales to a natural person who makes a purchase for a purpose unrelated to professional or business activity.

The returned product must not bear any signs of use - each item must be complete and originally wrapped. The goods should be delivered in their original packaging in unaltered condition. If this condition is not met, the products will not be accepted for return.

If you want to return a product: 

1. Send back the purchased product in undamaged condition and original packaging with all its contents to: Ronja & Birk, Powstancow Slaskich 9, 47-171 Rozmierka

2. Completely fill out the enclosed return bill with the required information and place it in the return box. Please provide the bank account number to which the refund will be transferred.

3. Within 3 working days of receiving your parcel, we will check the condition of the returned product (whether it bears no traces of use, if it has not been damaged or destroyed, and if it is in its original packaging with all its contents).

4. If there are no reasons why we are unable to proceed we will inform you via e-mail that your return has beed accepted. A refund will be made to the provided bank account number within 7 days. If the payment was made by credit card, it will be refunded to the card account used for payment.

If your product return is rejected (due to damage to the product or traces of use), we will inform you via e-mail that the return has not been accepted. We will send the product back to the indicated return address within 7 working days at our expense.