Return and Complaint
Hi!
Did the products you ordered not meet your expectations? No problem, in our store, you have 14 days to withdraw from the contract.
How to make a return in a few simple steps?
1. You have 14 days to notify us of your withdrawal from the contract, i.e., your intention to return the purchased products.
2. You can send the information about your intention to return the purchased products to us in any way you choose, for example:
3. In writing to the address: KLOO spółka z o.o., ul. Widłakowa 18o, 30-380 Kraków;
4. Electronically to the email address: hello@kloo.pl.
5. Within 14 days of informing us about the return, send the returned goods at your own expense to the address: KLOO spółka z o.o., ul. Widłakowa 18o, 30-380 Kraków. Include the return form in the package, for example, you can fill out this one <<
link_to_form>>. Remember to pack the goods securely to protect them from damage during transport. We would appreciate it if you could use the original product packaging.
6. We will refund your money within 14 days from the date of your withdrawal. We may withhold the refund until we receive the product from you or proof of its return.
7. Products sold on special order and products that perish quickly, such as plants, are not eligible for return.
8. Products sold in sealed packaging are not eligible for return if they have been unsealed by the Client. The return may also be denied if it turns out that the products were stored improperly, affecting their properties.
9. The right to withdraw from the contract does not apply, for example, to creams or serums that have been opened by the Client (the product's protective seal has been broken).
10. Remember to pack the goods securely to protect them from damage during transport. We would appreciate it if you could use the original product packaging.
Want to learn more about the return procedure? Check out our full Return Policy, which you can find in our Regulations.
If you have any questions, write to us at hello@kloo.pl - we will surely help you.
How to File a Complaint in Our Store?
1. A complaint can be submitted by the Client in the following ways:
• In writing to the company's address: KLOO spółka z o.o., ul. Widłakowa 18o, 30-380 Kraków;
• Electronically to the email address: hello@kloo.pl.
We encourage you to use our [complaint form].
2. If you are preparing the complaint letter yourself, it is recommended that the Client includes the following in the complaint description:
a) The order number;
b) Information and details regarding the circumstances of the complaint, particularly the date the non-conformity of the goods with the contract (defect) was discovered;
c) The desired resolution of the complaint: replacement or repair;
d) Or, if these forms are impossible or too burdensome to implement according to the Consumer Rights Act: a refund or price reduction;
e) Contact details of the person submitting the complaint;
f) The address where the goods can be picked up, if applicable – this will help us process the complaint more efficiently and quickly.
We will respond to your complaint as soon as possible, no later than within 14 days from the date of receipt.
Want to learn more about the complaint procedure? Check out our Regulations.
