Returns and complaints
These rules apply to purchases made in the online store Amanita-Shop. Your rights may vary depending on your country of residence and the laws applicable to your order. This website does not limit any rights that a consumer cannot waive under applicable law.
1. Right of withdrawal
If a customer has a statutory right to withdraw from a distance contract, they may exercise it within the period specified by applicable law. For consumers covered by European Union law, this period is generally 14 days from receipt of the product.
To withdraw from the contract, you must send an unequivocal statement before the deadline to the following address:
E-mail: contact@amanita-shop.com
Once the store receives your request, it will provide you with return instructions and the correct return address. Please do not send your return without first contacting us.
2. Condition of the returned product
The customer should secure the returned product to prevent damage during shipping. The product should be returned with all the received items, if possible.
The customer may be liable for any reduction in the value of the product resulting from its use beyond what is necessary to verify the nature, characteristics and functioning of the product.
3. Sealed products and open packaging
The right of withdrawal may not apply to products delivered in sealed packaging which cannot be returned once opened for health or hygiene reasons if the packaging has been opened after delivery.
This applies only to products that actually meet the requirements of applicable regulations. Simply opening the packaging does not automatically exclude the right to file a complaint regarding a defective, damaged, incomplete, or non-conforming product.
Products showing signs of use, damaged seals, missing contents, or stored in a manner that could affect their quality may not be eligible for resale. Each case is assessed in accordance with applicable regulations.
4. Return costs
Unless otherwise provided for in the regulations, the direct cost of returning the product in the event of withdrawal from the contract shall be borne by the customer.
Cash on delivery shipments will not be accepted. The store does not accept returns sent without prior notification if this prevents proper order identification or safe receipt of the shipment.
5. Refund of payment
The refund will be made in accordance with applicable regulations, generally using the same payment method used for the purchase, unless otherwise agreed.
The store may withhold reimbursement until it receives the returned product or provides proof of its return, if applicable regulations allow it.
6. Unclaimed shipment
Failure to collect the shipment does not automatically constitute a valid withdrawal from the contract. The customer should inform the store of their intention to cancel the order in accordance with applicable rules.
If the shipment is not collected and returned to the store, the customer may be charged the actual and documented costs of the original shipment, the return of the shipment and any re-shipment, to the extent permitted by applicable law.
An unclaimed shipment will be reshipped only after the reshipment costs and other applicable fees have been paid. The item is not "forfeited," but the store may withhold reshipment or settlement until the matter is resolved and the applicable costs are covered.
7. Complaints
If the product is damaged, incomplete, defective or does not comply with the order, the customer should contact the store as soon as possible:
E-mail: contact@amanita-shop.com
Phone: +48 730 659 867
It is worth providing the following in the application:
- order number,
- name and surname of the person placing the order,
- description of the problem,
- date the problem was identified,
- photos of the product, packaging and shipping label, if they can help in resolving the complaint,
- expected way to resolve the matter.
The store will consider the complaint within the time limit specified in the applicable regulations and may ask for additional information or the return of the product if this is necessary to assess the complaint.
8. Parcel damaged during transport
If the shipment packaging is visibly damaged, it is recommended to take photos before opening and, if possible, report the damage to the carrier. Failure to submit a damage report does not automatically exclude customer rights, but documentation may facilitate investigation.
9. Exclusions of liability not permitted by law
Nothing on this website excludes or limits your statutory rights as a consumer in respect of defective goods, non-conformity of goods with the contract, damage in transit or any other rights which cannot be excluded by law.
10. Contact
For returns and complaints, please contact us before sending the product:
E-mail: contact@amanita-shop.com
Phone: +48 730 659 867