At Puffin AVIATION we make every effort to ensure that every customer is fully satisfied with their custom-made shirts. In accordance with Polish and European law, we have prepared a returns policy that takes into account the specificity of custom-made products.
1. Right to withdraw from the contract: In accordance with the Act of 30 May 2014 on consumer rights and in accordance with European Union Directive 2011/83/EU, the right to withdraw from the contract within 14 days without giving a reason does not apply to products made to the consumer's specifications, i.e. those that are personalised or made to measure.
2. Exceptions to the right of withdrawal: Because our shirts are made to measure to the customer's individual measurements and preferences, they are not subject to the standard returns policy. This means that once the order has been placed and production of the shirt has begun, it is not possible to cancel the order or return the product, unless the product is faulty.
3. Complaints for physical defects: If the purchased product turns out to be defective, the consumer has the right to file a complaint based on the warranty. Complaints can be filed within 2 years from the date of receipt of the goods. In the event of a defect, please contact our store immediately.
Complaints procedure:
- If you notice a product defect, please send a detailed description of the defect and photos documenting the problem to our e-mail address.
- After receiving your report, our team will analyze the complaint and inform you about the next steps within 14 business days.
- If the complaint is accepted, the customer has the right to have the product repaired, replaced or refunded. The choice of solution depends on the type of defect and technical possibilities.
4. Changing dimensions after placing an order: If after placing an order you need to change dimensions, please contact us as soon as possible. If the shirt has not yet started production, we will try to accommodate the changes. Otherwise, due to the personalization of the product, changes may not be possible.
5. Shipping and return costs policy: If the complaint is accepted, the shipping costs associated with returning the defective product to our store are covered by the seller. In the case of shipping the repaired or new product to the customer, the costs are also covered by the seller.
6. Contact details: Please send any complaints to our e-mail address: info@puffinaviation.com
We make every effort to ensure that our products meet the highest quality standards, and that each complaint is considered honestly and fairly. Thank you for your trust and cooperation.
7. Final Provisions: This return policy is an integral part of the online store's terms and conditions. By purchasing in our store, you accept the rules set out in this return policy. We reserve the right to change the return policy at any time, but such changes will not affect the rights of consumers regarding purchases made before the date of the changes.
