Returns and complaints
You have 14 days from receiving the parcel to return a product without providing a reason — but a cosmetic whose packaging has been opened is not eligible for return. You cover the return shipping cost. We refund the money within 14 days of the notification. We also process complaints for defective products within 14 days.
An opened cosmetic is the only truly common reason for refusing a return: for hygiene reasons, we only accept products in intact, unopened packaging (Art. 38(1)(5) of the Consumer Rights Act). A product defect is a separate matter — we accept complaints even if the packaging is opened.
How to return a product without providing a reason?
- Write to kontakt@korbanprofessional.pl that you are withdrawing from the contract. Provide the order number.
- We will confirm by email that the notification has reached us — you do not need to ask about it.
- Send the product back within 14 days of the notification to the address: Saint Hair Europe, ul. Karola Marcinkowskiego 8a/1, 85-056 Bydgoszcz.
- We refund the money within 14 days of the request, using the same payment method you used.
Under what conditions do we accept returns?
| Co | How it works |
|---|---|
| Time to notify us | 14 days from delivery |
| Time to return the product | 14 days from the request |
| When the refund is issued | within 14 days of the request |
| Who pays for return shipping | Ty |
| What we refund | the product price and the cost of the cheapest delivery method offered — not the one you chose |
| What we do not accept | cosmetics in opened packaging |
We may withhold the refund until we receive the product back or you provide proof of return shipping — whichever occurs first. If the product was used more than necessary to inspect it, we may reduce the refunded amount by the decrease in its value.
How to report a faulty product?
| Co | How it works |
|---|---|
| Processing time | 14 days from receiving the request |
| Who pays if the complaint is accepted | we do — both the return shipping and sending a new product |
| Who pays if the complaint is rejected | You (return shipping) |
| When the refund is issued | within 14 days, using the same payment method |
| How to submit | by email, in writing, or by phone |
The claim must include: first and last name or company name and contact details · order or invoice number · description of the defect and circumstances in which it appeared · what you expect: repair, replacement or a refund.
Model withdrawal form
You do not have to use it — an email informing that you withdraw from the contract is enough. If you prefer the form, copy it into a message or print it and send it back.
(this form should be completed and returned only if you wish to withdraw from the contract)
- – Addressee: Saint Hair Europe Sp. z o.o., ul. Karola Marcinkowskiego 8a/1, 85-056 Bydgoszcz, e-mail: kontakt@korbanprofessional.pl
- – I/We(*) hereby give notice(*) of my/our withdrawal from the contract of sale of the following goods(*) contract for the supply of the following goods(*) contract for specific work involving the execution of the following items(*)/for the provision of the following service(*)
- – Date of conclusion of contract(*)/receipt(*)
- – Name of consumer(s)
- – Address of consumer(s)
- – Signature of consumer(s) (only if the form is submitted on paper)
- – Data
(*) Delete as appropriate.
A co jeśli…
Have you already opened the cosmetic? A return without providing a reason does not apply. But if the product has a defect, it is a complaint, not a return — and we accept it.
Did the product arrive damaged? Report it as soon as possible and attach photos. If it was damaged by the carrier, a damage report written up with the courier is very helpful.
Did the order consist of several parcels? We count the fourteen days from the day you received the last one.
Are you buying for a company? The right to withdraw within 14 days protects the consumer. Different rules apply to a business — write to us, we will determine them individually.
Return and complaint claims: +48 720 803 375 albo kontakt@korbanprofessional.pl, dni robocze 8:00–16:00.
Full rules — withdrawal in §27, complaints in §32: Store terms and conditions