Refund policy
Effective from : 14.04.2025
Refund and Complaint Policy
COMPLAINT PROCEDURE (WARRANTY)
1. The Seller is liable for any physical or legal defects in the Products sold, in accordance with applicable laws, including the Polish Civil Code.
2. The Buyer has the right to file a complaint (warranty claim) if the purchased product is defective, meaning it:
a) Has a physical defect (e.g., damaged packaging upon delivery, altered texture or smell inconsistent with the product description).
b) Has a legal defect (e.g. is not legally authorized for sale).
BUYER’S RIGHTS UNDER WARRANTY
1. If the defect is confirmed, the Buyer may request:
a) A replacement with a defect-free product.
b) A refund, if replacement is not possible.
2. The Seller is responsible for product defects if they are identified within two years from the delivery date.
a) If the defect appears within the first year, it is presumed to have existed at the time of sale.
b) If the defect is found between 12 and 24 months after delivery, the Buyer must prove that it existed at the time of purchase.
COMPLAINT SUBMISSION
1. The Buyer should submit a complaint via:
a) Email: hello@axomebeauty.com
b) Address: Synaxan Sp. z o.o., 1 I. Mościckiego Street, 24-110 Puławy, Poland
2. The Buyer should provide:
a) Description of the defect, including the type and date it was identified.
b) Preferred resolution (replacement or refund).
c) Proof of purchase (receipt or order confirmation).
3. The Seller may request photographic documentation before accepting a return. If returning a product, it must be sent to:
a) Address: Synaxan Sp. z o.o., 1 I. Mościckiego Street, 24-110 Puławy, Poland.
If the Buyer is a consumer, the Seller covers the return shipping costs for defective products.
RESOLUTION PROCESS
1. The Seller will review the complaint within 14 days and notify the Buyer of the decision.
a) If approved, the Seller will:
- Provide a replacement for the defective Product.
- If replacement is not possible, issue a refund to the original payment method.
b) If rejected, the Buyer may:
- Request reconsideration with additional evidence.
- Seek assistance from consumer protection authorities (UOKiK).
- Take legal action under Polish law.
REFUND AND EXCHANGE POLICY
ELIGIBILITY FOR REFUNDS AND EXCHANGE
1. The Seller's return and exchange policy applies only to skincare Products that are received damaged.
2. The Seller does not accept returns or exchanges for non-defective Products.
3. The Buyer has 15 days from the delivery date to request a return or exchange for a damaged Product.
4. After this period, the Seller cannot accept returns or exchanges.
5. To be eligible for a return, the Product must be unused, in its original condition, and in its original packaging.
6. The Buyer must provide a receipt or proof of purchase.
REFUND PROCESS
1. Once the returned Product is received and inspected, the Buyer will be notified of the approval or rejection of the refund.
a) If approved, the refund will be processed to the original payment method within a reasonable time.
b) If the Buyer has not received the refund after a reasonable period, they should:
○ Check their bank account.
○ Contact their credit card company (as processing delays may apply).
○ Contact their bank (refunds may take time to be reflected).
○ If the issue persists, the Buyer should email hello@axomebeauty.com.
EXCHANGES
1. The Seller only replaces items if they are defective or damaged.
2. If the Buyer wishes to exchange a defective product for the same item, they should email hello@axomebeauty.com and send the product to the return address below.
SHIPPING RETURNS
1. The Buyer should mail the return to:
Synaxan Sp. z o.o., 1 I. Mościckiego Street, 24-110 Puławy, Poland.
2. Shipping costs are non-refundable. If a refund is issued, the cost of return shipping will be deducted from the refund amount.
3. Depending on location, the time required for an exchanged Product to reach the Buyer may vary.
4. For higher-value returns, the Buyer should consider using a trackable shipping service or purchasing shipping insurance, as the Seller is not responsible for lost returns.
CONSUMER INFORMATION ON THE RIGHT OF WITHDRAWAL
1. If a Buyer is a consumer, the consumer has the right to withdraw from a purchase made through the Website within 14 days without providing any reason. The withdrawal period expires 14 days after the day the consumer receives the Product.
2. To exercise the right of withdrawal, the Buyer must inform the Seller of its decision by submitting an unequivocal statement (e.g. a letter sent by mail or email).
3. The Buyer may send its withdrawal request via:
a) Address: Synaxan Sp. z o.o., 1 I. Mościckiego Street, 24-110 Puławy, Poland
b) Email: hello@axomebeauty.com
4. Under applicable law, the right of withdrawal does not apply to cosmetic Products if they have been opened or unsealed after delivery for health and hygiene reasons. This means that only unused, unopened and sealed cosmetic Products can be returned under the 14-day withdrawal right.
5. The Buyer bears the direct costs of returning the Product in case of withdrawal, unless the Seller agrees to cover these costs.
6. If the withdrawal is exercised, the Seller will refund all payments received from the Buyer, including delivery costs (except additional costs resulting from the Buyer’s choice of a delivery method other than the least expensive standard option offered), within 14 days of receiving the withdrawal notice, using the same payment method as used by the Buyer, unless otherwise agreed.
7. The Buyer must return the Product to the Seller no later than 14 days from the date of informing the Seller about the withdrawal.
8. If the consumer has a dispute regarding the purchase, the consumer may also use the EU Online Dispute Resolution (ODR) platform, available at http://ec.europa.eu/consumers/odr. The ODR platform is an interactive website designed to facilitate out-of-court resolution of disputes between consumers and online sellers.
Need Help?
For any questions regarding returns or refunds, please contact hello@axomebeauty.com.