Returns and exchanges
How to return products to Ohzuza.com
Pack the products you want to return
Secure your products well for transport. You do not need to include a withdrawal form
Send your parcel via Convenient Returns
Go to the form where you will send your parcel. You will receive a return code or shipping documents. You can send your parcel in a Parcel Locker or points such as: Żabka, Stokrotka, Auchan, Carrefour.
Wait for your refund
We will refund your money within 14 days. You will receive the refund to the account number provided in the withdrawal form.
Szybko i wygodnie
Want to return it yourself? Please see our return policy below
Download the withdrawal form template (PDF)
Hassle-free returns
We make every effort to ensure that our products meet your expectations as best as possible. From the first model sketches, through the selection of materials and accessories, to the customer service of our store - at every step we are guided by the full satisfaction of our customers.
Sometimes, however, it happens that the item purchased by mail order does not meet the customer's expectations. If this is the case for you, please inform us of your decision within 30 days of delivery of the package. Then, please send the goods back within 14 days of withdrawal from the contract, and we will refund the money for the returned items (within 14 days of our receipt of the package).
If you are unable to find the right size, you can exchange it within 30 days of receiving the goods. Simply send the products to us for exchange, and we will exchange them and deliver them to you.
The cost of replacing the goods is the responsibility of the buyer.
Returns address
Vanilla sc
ul. Andrzeja Struga 78
90-557 Lodz
We attach a return/exchange form to each parcel, please complete it and include it with the shipment.
You do not have to return the purchase invoice.
We do not accept returns sent back:
- cash on delivery,
- to Parcel Lockers,
- to personal collection points and other branches or offices of the Polish Post.
Purchase on invoice with NIP
The right to a refund only applies to consumer purchases, which means that if you have provided a VAT number for the invoice, you are not entitled to a refund.
How much do we return
You will receive a refund for:
- returned products, as long as they do not show any signs of use,
- shipping costs up to the amount of the cheapest available form of delivery (PLN 10). This means that, for example, if you paid PLN 15 for delivery, you will receive a refund of PLN 10.
You will not receive a refund for:
- returning the products to us. The consumer sends the returns at his own expense and responsibility,
- payment costs incurred upon purchase (PLN 2 cash on delivery fee),
- shipping costs if only part of the purchased products are returned.
Exchange and discounts and shipping costs
In the case of an exchange for a different size or color, the discounts granted will remain unchanged. If the exchange is for a different product, and the discount granted for the first purchase was a one-time purchase or has expired, such discount will not be transferred to the exchanged products. This is a new order.
If the refund is not sufficient to ship the replacement, we will contact you regarding the additional payment (bank transfer, online payment, cash on delivery).
Your satisfaction is always our top priority.
Right of withdrawal
Information on exercising the right to withdraw from the contract and a sample withdrawal form
Right of withdrawal
You have the right to withdraw from this contract within 30 days without giving any reason. The period for withdrawal from the contract expires after 30 days from the day on which you came into possession of the last of the goods or on which a third party other than the carrier and indicated by you came into possession of the last of the goods.
To exercise your right of withdrawal, you must inform us (Vanilla sc Katarzyna Pastwa, Marek Pastwa, ul. Andrzeja Struga 78, 90-557 Łódź, Poland, shop@ohzuza.com, phone: +48 665 121 500) of your decision to withdraw from this contract by means of an unequivocal statement (e.g. a letter sent by post or e-mail). You may use the model withdrawal form, but this is not obligatory.
In order to meet the withdrawal deadline, it is sufficient for you to send information regarding the exercise of your right to withdraw from the contract before the withdrawal deadline expires.
Consequences of withdrawal from the contract
If you withdraw from this contract, we will reimburse you all payments received from you, including the costs of delivery (with the exception of the additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), immediately and in any event no later than 14 days from the day on which we are informed of your decision to exercise your right to withdraw from this contract. We will make the reimbursement using the same means of payment that you used in the original transaction, unless you have expressly agreed otherwise; in any case, you will not incur any fees as a result of this reimbursement. We may withhold reimbursement until we have received the goods or until you have provided us with proof that you have sent them back, depending on which event occurs first.
You are only liable for any reduction in the value of the goods resulting from their use in a manner other than necessary to establish the nature, characteristics and functioning of the goods.
The right to withdraw from a contract concluded at a distance does not apply in relation to:
Contracts under which the subject of the provision is a non-prefabricated product, manufactured according to the consumer’s specifications or intended to meet his individual needs.
Contracts where the subject of the provision is goods delivered in a sealed package which cannot be returned after opening the package due to health protection or hygiene reasons, if the package was opened after delivery.
