Refund policy

Returns Policy

1. Right of withdrawal

Consumers have the right to withdraw from a distance contract within 14 days of receiving the product, without giving a reason. For an order containing several products delivered separately, this period begins on the day the last product is received. UOKiK – Consumer rights

To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement, for example by email to:

biuro@lacasadelosandes.com

Please include your order number and identify the products you wish to return.

Customers may use the model withdrawal form in the store's Terms and Conditions, but this is not obligatory.

To meet the deadline, it is sufficient to send your withdrawal statement before the 14-day period expires.

2. Returning the product

After submitting your withdrawal statement, you must return the product without undue delay, and no later than 14 days from the date of withdrawal. UOKiK – Consumer rights

Return address:

Maciej Skórski - La Casa de los Andes
ul. Wolska 45/174
01-201 Warszawa
Poland

Returns to a parcel locker are only possible by prior arrangement with us by email at biuro@lacasadelosandes.com.

Please package the returned product securely for transport.

3. Return shipping costs

The customer bears the direct cost of returning the product in the case of an ordinary withdrawal from the contract.

If the return results from an accepted complaint or the product's lack of conformity with the contract, separate rules governing complaints apply.

4. Condition of the returned product

Customers may examine the product to the extent necessary to establish its nature, characteristics and functioning, as they would in a physical store.

However, the customer is responsible for any diminished value resulting from handling beyond that extent. In such cases, the refund may be reduced by the actual loss in the product's value. UOKiK – Consumer rights

Simply unpacking or trying on the product does not automatically result in the loss of the right to return it.

5. Refunds

Following withdrawal from the contract, we refund the payments due without undue delay, and no later than 14 days from the day we receive notice of withdrawal. UOKiK – Consumer rights

We may withhold reimbursement until:

we receive the returned product, or
the customer provides evidence of having sent it back,

whichever occurs first. UOKiK – Consumer rights

Refunds are made using the same payment method used for the purchase, unless the customer expressly agrees to another method that does not incur any additional costs for them. UOKiK – Consumer rights

6. Original delivery costs

If you withdraw from the entire order, we also refund the original delivery costs up to the cost of the least expensive standard delivery method offered by the store.

If the customer chose a more expensive delivery method than the cheapest available option, we are not obliged to refund the difference. UOKiK – Consumer rights

If the cheapest delivery option was free, no additional amount is refundable for delivery. UOKiK – Consumer rights

For partial returns, the original delivery cost is refundable only to the extent that, under applicable law, the delivery cost would have been lower had only the retained products been purchased. UOKiK – Consumer rights

7. Exceptions to the right of withdrawal

The right of withdrawal does not apply in the cases specified by law.

This may include, in particular, non-prefabricated products made to the customer's specifications or intended to meet their individual needs. UOKiK – Consumer rights

If the store does not currently offer personalised or custom-made products, this exception does not apply to the standard products available in the store.