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Return and Complaints Policy

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§1. General Provisions

  1. This Return and Complaints Policy defines the rules for returns, withdrawal from distance contracts, and complaint procedures on the Wizards of Art website, available at: [WEBSITE ADDRESS].

  2. This policy applies to all clients purchasing products or services through the website.

  3. Returns and complaints are handled in accordance with applicable law, in particular the Act of 30 May 2014 on Consumer Rights (Journal of Laws 2014, item 827), the Civil Code, and the provisions of the Website Terms and Conditions.

§2. Right of Withdrawal from the Contract

  1. The consumer has the right to withdraw from the contract within 14 days, in accordance with applicable law.

  2. The client can exercise the right of withdrawal by:

  • sending a statement electronically (email),

  • or using the “My Orders → Return” feature in the user panel on the website.

  1. In the user panel, the process is as follows:

  • Log in to your account.

  • Go to the “My Orders” section.

  • Select the order you want to return.

  • Click “Initiate Return” and complete the form.

  • Attach photos and proof of purchase.

  • Confirm the submission.

  1. The 14-day period starts from the day the product is received or the service provision is confirmed.

§3. Conditions for Returning Products

  1. Products can be returned only if:

  • the product is intact, complete, and unused,

  • the product is in its original packaging (if possible),

  • the product shows no signs of use or damage.

  1. Returns are not accepted for:

  • personalized products or items made to individual specifications,

  • perishable products or items with a short shelf life,

  • services already started or fully completed with the client’s consent before the withdrawal period ends.

  1. The return must be submitted in writing or electronically, along with proof of purchase.

  2. Refunds are issued within 14 days of the Seller receiving the withdrawal statement and the returned product.

  3. Return procedure:

  • After the Seller accepts the return request, the client receives instructions on how to send the product back.

  • The product must be sent within the timeframe indicated in the instructions, along with all necessary documents (proof of purchase, return form).

  • Refunds are issued within 14 days of receiving the product and approving the return.

§4. Complaints

  1. Complaints regarding defects in a product or service can be submitted within 14 days from the date the defect is discovered.

  2. A complaint should include:

  • a description of the defect,

  • the order number,

  • proof of purchase of the product or service,

  • photos or other evidence confirming the defect.

  1. Complaints should be submitted electronically to the email address: [email address] or in writing to the Seller’s registered office.

  2. The Seller undertakes to review the complaint within 14 business days of receiving it and inform the client about the outcome.

  3. If the complaint is accepted, the Seller undertakes to:

  • repair the product,

  • replace the product with a new one,

  • refund the product price,

depending on the client’s decision and available options.

  1. Costs related to the complaint are borne by the Seller, unless the defect is caused by the client.

  2. Complaint procedure:

The client submits a complaint via:

  • Complaint form in the user panel: “My Orders → Complaint”

  • Email: [email address]

  • Traditional letter to the Seller’s registered office.

The form should include:

  • description of the defect,

  • order number,

  • photos of the defect or damage,

  • proof of purchase.

  1. The Seller confirms receipt of the complaint within 3 business days.

  2. The complaint will be reviewed within 14 business days.

  3. The client will be informed of the Seller’s decision via email or through the user panel.

  4. If the complaint is accepted, the Seller may propose:

  • repair of the product,

  • replacement of the product,

  • refund of the product price,

  • or another mutually agreed solution.

§5. Complaints Regarding Payments

1. In the event of payment problems, the Customer should immediately contact the Website support: 📧 [email address], 📞 [phone number]. The Customer should report payment problems via the user panel or email.

2. Payment complaints will be processed urgently, taking into account the rules applicable to payment providers. Payment complaints are processed within 7 business days.

3. In the event of erroneous charges or payment refunds, the Seller undertakes to refund the funds within 14 days of the complaint being accepted.

§6. Rules for Cancelling Classes and Workshops

  1. The client may cancel a class or workshop reservation in accordance with the rules set out in the Website Terms and Conditions:

  • cancellation up to 24 hours before the class — full refund,

  • cancellation after this period — refund only in exceptional cases.

  1. Cancellations must be communicated to website support electronically or by phone.

  2. In case of class cancellation by the Seller (e.g., due to force majeure), the client is entitled to a full refund or the option to reschedule for another date.

  3. Cancellation by the client:

  • The cancellation request should be submitted via the user panel or email.

  • In the panel: “My Classes → Cancel Reservation”.

  • The client will receive a cancellation confirmation along with information about the refund.

  1. Cancellation by the Seller:

  • In the event of cancellation due to reasons beyond the Seller’s control (force majeure), the client will receive a full refund or the option to reschedule the reservation.

§7. Technical Procedures for Returns and Complaints

  1. All return and complaint requests must be registered in the Website system.

  2. The Seller keeps a record of requests to ensure full transparency of procedures.

  3. The client receives a reference number, which can be used to track the status of the return or complaint.

  4. Communication regarding returns/complaints is conducted via:

  • user panel,

  • email,

  • phone.

§8. Statement Templates

  1. Template for Withdrawal from a Contract

“I hereby inform you that I withdraw from the sales contract concluded on …, order number …, concerning the product/service … . Please refund the paid amount to the account … .”

  1. Template for Filing a Complaint

“I hereby submit a complaint regarding order number …, product/service … due to … . I attach photos/documents confirming the defect. Please provide information on how the complaint will be resolved.”

§9. Procedure Diagrams / Flowcharts

To ensure clarity and easy understanding of the procedures in place on the Wizards of Art website, simplified diagrams and flowcharts describing key processes are presented below.

9.1 Product Return Procedure

  1. The client submits a request to withdraw from the contract within 14 days of receiving the product.
    Contact: send an email to wizardofart2022@gmail.com or fill out the return form in the User Panel.

  2. The Organizer confirms receipt of the request.

  3. The client returns the product to the address provided by the Organizer.

  4. The Organizer verifies the product and issues a refund.

Visual flowchart:
Step 1 → Submit return request
Step 2 → Confirmation from Organizer
Step 3 → Send product
Step 4 → Verification
Step 5 → Refund

9.2 Complaint Procedure

  1. The client submits a complaint via email or through the User Panel.

  2. The complaint must include: description of the issue, photos (if applicable), proof of purchase.

  3. The Organizer confirms receipt of the complaint and informs the client of the processing timeframe.

  4. The Organizer makes a decision: repair, replacement, or refund.

  5. The client is informed of the complaint outcome.

Visual flowchart:
Step 1 → Submit complaint
Step 2 → Confirmation of receipt
Step 3 → Complaint analysis
Step 4 → Decision
Step 5 → Client notification

9.3 Class/Workshop Cancellation Procedure

  1. The client submits a cancellation request according to the Terms and Conditions (§6).

  2. The request must be sent at least [X] hours before the class starts.

  3. The Organizer confirms the cancellation and informs the client about the refund policy.

Visual flowchart:
Step 1 → Submit cancellation request
Step 2 → Confirmation from Organizer
Step 3 → Refund (if applicable)

9.4 Where to Find Procedure Diagrams

The procedure diagrams are available in the “Procedures” tab in the User Panel and in the Returns and Complaints Policy section on the website.

§10. Final Provisions

  1. This Return and Complaints Policy is an integral part of the Wizards of Art Website Terms and Conditions.

  2. The Seller reserves the right to change this Policy at any time, without prior notice to the client, with changes taking effect upon publication on the website.

  3. Matters not regulated by this Policy are governed by Polish law, in particular the Civil Code and the Act on Consumer Rights.

  4. Any disputes arising in connection with the application of this Policy will be resolved by the competent common court in accordance with applicable law.

10.1. Force Majeure

  1. Neither party is liable for failure to perform or improper performance of obligations under this Policy if caused by events beyond their control, including but not limited to:

  • acts of force majeure, including natural disasters (floods, fires, earthquakes, hurricanes),

  • war, riots, terrorist attacks, acts of violence,

  • infrastructure failures, interruptions in electricity, Internet, or other services essential for the functioning of the Website,

  • administrative decisions, including business closures or restrictions resulting from legal regulations.

  1. The party affected by a force majeure event must immediately inform the other party and take all actions to minimize the effects of the event.

10.2. International Clause

  1. This Return and Complaints Policy applies to clients both within Poland and in other countries, including EU and non-EU countries.

  2. For orders placed by clients outside Poland, the Seller notes that:

  • additional local laws regarding returns and complaints may apply,

  • the client is responsible for understanding local regulations and any costs associated with returns or complaints (including international shipping costs).

  1. If Polish law cannot be applied, the laws of the country where the client resides shall apply, provided they are consistent with the principles of the European Union.

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