Returns & complaints
Withdrawal from the contract
If you are a consumer, you generally have the right to withdraw from a distance contract within 14 days. You may withdraw by sending us a clear statement (for example by email to biuro@estetycznahurtownia.pl). Please return the goods without undue delay and in any event not later than 14 days from the day on which you communicated your withdrawal, to: ul. Obrońców Wybrzeża 7/6, 80-398 Gdańsk, ClinicaNova, Poland.
The 14-day withdrawal period starts:
- for contracts for physical goods — when you or a third party other than the carrier acquires possession of the goods,
- for digital content — on the day the contract was concluded.
To meet the deadline it is sufficient to send your withdrawal statement before the period expires. We will reimburse payments including delivery costs (where applicable according to our sales terms) without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold reimbursement until we receive the goods back or proof of return, whichever is earlier.
The right of withdrawal does not apply in particular to contracts for:
- goods made to your specifications or clearly personalised,
- goods liable to deteriorate rapidly or with a short shelf life,
- sealed goods which are not suitable for return due to health protection or hygiene reasons after opening, where sealed packaging was opened after delivery,
- sealed audio/video recordings or software where the seal was broken after delivery,
- digital content supplied without a tangible medium where performance has begun with your prior express consent and acknowledgement that you lose the right of withdrawal.
For full details please refer to our Terms of Sale.
Complaints
If goods purchased from us are defective, you may exercise your statutory warranty rights. Please submit your complaint preferably by email to beautynovaconcept.eu@gmail.com or by post to ul. Obrońców Wybrzeża 7/6, 80-398 Gdańsk, ClinicaNova, Poland.
If you are not a consumer, our liability is limited as provided by applicable law (including up to the order value within one year from delivery of the goods where relevant). The following provisions concerning remedies apply to consumers.
Goods subject to complaint should be sent to: ul. Obrońców Wybrzeża 7/6, 80-398 Gdańsk, ClinicaNova, Poland.
In case of a defect you may request:
- replacement with a defect-free item,
- repair of the defect,
or submit a statement requesting:
- a price reduction,
- withdrawal from the contract — in case of a material defect.
We are liable for defects reported within two years from delivery of the goods. As a rule you may file a complaint within one year of noticing the defect, subject to statutory limitation rules.
We will respond to your complaint within 14 days of receiving it.
Further information is available in our Terms of Sale.