Returns and Complaints

1. Returns – withdrawal from the contract (hygienic goods)

 

For reasons of hygiene and health protection, the products offered in the LOOMO store are hygienic goods.

Pursuant to Article 38, point 5 of the Consumer Rights Act, the Customer has the right to withdraw from the contract within 14 days only if:

• the product is in intact, sealed packaging,

• the packaging was not opened or damaged upon delivery.

In the event of a breach of security, the right to a refund without giving a reason shall not apply.

 

Return procedure:

1. Please let us know if you wish to return your item by email at: info@loomonatural.com.

2. Please send the undamaged product to the following address: LOOMO ul. Poniatowskiego 15, 62-030 Luboń.

3. The cost of returning the goods is borne by the Customer.

4. The refund will be made within 14 days of us receiving the declaration of withdrawal (we reserve the right to withhold the refund until we receive the goods or proof that they have been sent back).

 

2. Complaints (product defects)

 

If the product has a manufacturing defect or is inconsistent with the contract, the Customer has the full right to file a complaint.

 

Complaints Procedure: Please send your complaint to: info@loomonatural.com. Please include the following information:

• order number,

• contact details,

• a detailed description of the defect (preferably with a photo attached),

• preferred solution (replacement, repair, price reduction or refund).

 

Complaints are reviewed within 14 days of the date of submission. If the complaint is deemed justified, the costs of returning the defective product and shipping the new/repaired product will be covered by the seller.

 

3. Shipping cost

 

• Return (change of mind): The cost of returning the goods is borne by the customer.

• Complaint (defect caused by our fault): The shipping costs are covered by the Store (after the complaint has been accepted).