Complaints
Before accepting a package, we kindly ask you to thoroughly check its condition, especially if you notice visible damage to the packaging. If such external damage is present, we recommend refusing to accept the package and contacting us immediately using the provided phone number.
After paying cash on delivery and confirming receipt of the package, you have the option to open it in the presence of the courier. If any discrepancies are noticed, a discrepancy report will be prepared, which will serve as the basis for a potential complaint.
If the purchased product has manufacturing defects or does not match the described condition, please follow these steps to submit a complaint:
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To file a complaint, please return the product to us along with a written statement detailing the reasons for the complaint, your preferred form of compensation, the return address, and your bank account number for any potential refunds (depending on the store’s decision). The shipping costs are borne by the customer.
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Within 14 days of receiving the returned product, we will inform you via email or phone about the outcome of the complaint.
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If the complaint is approved, we will compensate the incurred costs within 7 business days by sending a new product, exchanging it for another according to your preferences, or issuing a refund.
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If the complaint is rejected, we will provide a detailed explanation and return the claimed product to you at our expense within 14 business days. Refunds for card payments will be made to the original payment card.
If you have any questions, please contact us via email at shop@sweet-knit.pl or by phone at +48 573 933 537. Our team is happy to provide guidance and assistance to ensure a smooth and effective complaint process.