Return Policy

Returns and statutory right of withdrawal

For purchases made through our online store, consumers may withdraw from the contract within 14 days of receiving the goods without giving a reason, except where statutory exceptions apply.

How to notify us

Before the deadline, send a clear withdrawal statement to info@privepolai.com or to the merchant postal address shown in our legal notice. An order number can help us locate the purchase, but no reason is required. Prior approval is not a condition for exercising this statutory right.

Returning the goods

Send the goods back without undue delay and no later than 14 days after notifying us of withdrawal. We will promptly provide the appropriate return address and instructions. Handle the goods only as necessary to establish their nature, characteristics and functioning. You may be liable for diminished value resulting from unnecessary handling. Tracked shipping is recommended.

Return costs

When withdrawing without a reason, consumers bear the direct cost of returning the goods. If an item is defective or incorrect, statutory remedies apply and the consumer must not bear return costs for a justified nonconformity claim.

Refunds

We refund without undue delay, no later than 14 days after receiving your withdrawal notice, using the original payment method unless otherwise agreed. We may withhold the refund until we receive the returned goods or evidence that they have been sent back, whichever comes first. Refunds include the cost of the least expensive standard delivery option offered, if charged, but not extra costs of a more expensive delivery option selected by the customer.

Damaged, incorrect or defective items

There is no 48-hour reporting cut-off for statutory claims. Notify us of a defect within the statutory period, generally two months from discovering it. Photos are helpful but not a prerequisite for submitting a complaint. We respond to written complaints within 15 days. Statutory rights are separate from withdrawal rights.

Example withdrawal statement

“I hereby withdraw from my purchase of: ______; ordered on: ______; received on: ______; name: ______; address: ______; date: ______.”

Contact: info@privepolai.com.