Refund policy

RETURNS AND COMPLAINTS POLICY
Last updated: 26 September 2026

1. SELLER DETAILS
The Płomień online store is operated by Weronika Wolińska, a natural person carrying out unregistered activity under Polish law, address: ul. Śliczna 2, 56-320 Krośnice, Poland, email: contact@plomien.eu, phone: +48 506 000 105 (the “Seller”).

2. RIGHT OF WITHDRAWAL
A Consumer may withdraw from a distance contract without giving any reason. The statutory period is 14 days, but the Seller voluntarily extends it to 30 days. The period starts on the day when the Consumer, or a person designated by the Consumer other than the carrier, takes possession of the goods; for goods delivered separately, it starts upon receipt of the last item.

To exercise the right of withdrawal, send an unequivocal statement before the deadline to contact@plomien.eu or by post to the Seller's address. The model withdrawal form included in the Terms and Conditions may be used, but this is not required.

3. RETURNING GOODS
Goods must be sent back without undue delay and no later than 14 days after the withdrawal statement is submitted, to:

Płomień — Weronika Wolińska
ul. Śliczna 2
56-320 Krośnice, Poland

The deadline is met if the goods are dispatched before it expires. The Consumer bears the direct cost of return unless the Seller agrees to bear it. Original packaging or a receipt is not a condition of a valid withdrawal, although the Seller may request information needed to identify the order.

4. REFUNDS
The Seller will reimburse all payments received, including the cost of the least expensive standard delivery method offered by the Store, without undue delay and no later than 14 days after receiving the withdrawal statement. If a more expensive delivery method was selected, the difference above the least expensive standard delivery cost is not reimbursed.

The refund will be made using the same payment method unless the Consumer expressly agrees to another method that does not incur additional costs. The Seller may withhold reimbursement until the goods are received or proof of return is supplied, whichever occurs first.

The Consumer is liable only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

5. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The right of withdrawal does not apply in the cases listed in Article 38 of the Polish Consumer Rights Act, including goods made to the Consumer's specifications or clearly personalised, and sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed after delivery.

6. COMPLAINTS — LACK OF CONFORMITY
The Seller is liable to the Consumer for a lack of conformity with the contract that becomes apparent within 2 years after delivery, in accordance with the Polish Consumer Rights Act.

A complaint may be submitted by email to contact@plomien.eu or in writing to the Seller's address. It is helpful to provide the order number, a description of the issue, when it was noticed and the requested remedy. Photographs may help, but are not an absolute requirement.

The Consumer may first request repair or replacement and, where provided by law, a price reduction or withdrawal from the contract. The Seller will respond within 14 days of receiving the complaint. The Seller bears the costs of collection, repair or replacement of the complained-about goods.

These rules also apply to a natural person who is granted consumer protection for the relevant contract by law.