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Refund policy
Within what period can I return an item?
The Customer has 14 days from the date of receipt of the parcel to make a return or to give notice of the return by email to shop@miummash.com.
Click here to download the return form
How can I return an item?
The product must not show any signs of use; we therefore kindly ask you to try it on with care, on a soft surface.
Enclose the completed return form with the parcel or send it by email to shop@miummash.com.
Please do not apply adhesive tape to the original packaging. The box should be wrapped in paper or placed in a mailing bag.
Return address:
MIUMMASH
Św. Floriana 9A
34-130 Kalwaria Zebrzydowska
phone 789 567 177
When will I receive my refund?
The refund is made within 14 days of the date of receipt of the parcel, to the account from which the order was paid.
Detailed information on the Customer's right of withdrawal from the contract and on the rights arising from a defect in the product is set out on the MIUMMASH store website under the tab returns and complaints.
RETURNS POLICY
6.1. This clause 6 of the Terms and Conditions sets out the complaint-handling procedure common to all complaints submitted to the Seller, in particular complaints concerning Products, Sales Agreements, Electronic Services and any other complaints relating to the activities of the Seller or the Online Store.
6.2. The basis and scope of liability are laid down by generally applicable provisions of law, in particular the Polish Civil Code, the Polish Act on Consumer Rights and the Polish Act on the Provision of Services by Electronic Means of 18 July 2002 (Journal of Laws Dz.U. Nr 144, poz. 1204, as amended).
6.2.1. Detailed provisions on complaints concerning a Product – a movable item – purchased by the Customer under a Sales Agreement concluded with the Seller on or before 31 December 2022 are laid down in the provisions of the Polish Civil Code in the wording in force until 31 December 2022, in particular Articles 556-576 of the Polish Civil Code. These provisions set out in particular the basis and scope of the Seller's liability towards the Customer where the Product sold has a physical or legal defect (statutory warranty). The Seller is obliged to deliver a Product free from defects to the Customer. Pursuant to Article 558 § 1 of the Polish Civil Code, the Seller's liability under the statutory warranty for a Product purchased in accordance with the preceding sentence is excluded in respect of a Customer who is not a consumer.
6.2.2. Detailed provisions on complaints concerning a Product – a movable item (including a movable item with digital elements), but excluding a movable item which serves solely as a carrier of digital content – purchased by the Customer under a Sales Agreement concluded with the Seller on or after 1 January 2023 are laid down in the provisions of the Polish Act on Consumer Rights in the wording in force from 1 January 2023, in particular Articles 43a - 43g of the Polish Act on Consumer Rights. These provisions set out in particular the basis and scope of the Seller's liability towards the consumer in the event of a lack of conformity of the Product with the Sales Agreement.
6.2.3. Detailed provisions on complaints concerning a Product – digital content or a digital service, or a movable item which serves solely as a carrier of digital content – purchased by the Customer under a Sales Agreement concluded with the Seller on or after 1 January 2023, or before that date if the supply of such a Product was to take place or took place after that date, are laid down in the provisions of the Polish Act on Consumer Rights in the wording in force from 1 January 2023, in particular Articles 43h – 43q of the Polish Act on Consumer Rights. These provisions set out in particular the basis and scope of the Seller's liability towards the consumer in the event of a lack of conformity of the Product with the Sales Agreement.
6.3. A complaint may be submitted, for example:
6.3.1. in writing to the following address: ul. Świętego Floriana 9A, 34-130 Kalwaria Zebrzydowska
6.3.2. in electronic form by email to the following address: shop@miummash.com
6.4. A Product may be sent or returned as part of a complaint to the following address: ul. Świętego Floriana 9A, 34-130 Kalwaria Zebrzydowska
6.5. It is recommended that the description of the complaint include: (1) information and circumstances concerning the subject matter of the complaint, in particular the type of irregularity or lack of conformity with the contract and the date on which it occurred; (2) a request specifying the manner in which the Product is to be brought into conformity with the contract, or a statement on a price reduction or withdrawal from the contract, or another claim; and (3) the contact details of the person submitting the complaint – this will facilitate and speed up the handling of the complaint. The requirements set out in the preceding sentence are merely a recommendation and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.
6.6. If the person submitting the complaint changes the contact details provided while the complaint is being handled, that person is obliged to notify the Seller thereof.
6.7. The person submitting the complaint may attach to it evidence (e.g. photographs, documents or the Product) relating to the subject matter of the complaint. The Seller may also ask the person submitting the complaint to provide additional information or to send evidence (e.g. photographs) if this will facilitate and speed up the handling of the complaint by the Seller.
6.8. The Seller shall respond to the complaint without delay, and no later than within 14 calendar days of the date of its receipt.
7. OUT-OF-COURT COMPLAINT-HANDLING AND REDRESS PROCEDURES AND THE RULES OF ACCESS TO THOSE PROCEDURES
7.1. Detailed information on the possibility for a Customer who is a consumer to use out-of-court complaint-handling and redress procedures, and on the rules of access to those procedures, is available on the website of the Polish Office of Competition and Consumer Protection (Urząd Ochrony Konkurencji i Konsumentów) at: https://uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich.php.
7.2. A contact point also operates at the office of the President of the Office of Competition and Consumer Protection (telephone: 22 55 60 333, email: kontakt.adr@uokik.gov.pl or postal address: Pl. Powstańców Warszawy 1, 00-030 Warszawa.), whose tasks include providing assistance to consumers in matters concerning the out-of-court resolution of consumer disputes.
7.3. The consumer has, by way of example, the following possibilities of using out-of-court complaint-handling and redress procedures: (1) an application for the resolution of a dispute to a permanent consumer arbitration court (more information at: http://www.spsk.wiih.org.pl/); (2) an application for the out-of-court resolution of a dispute to the voivodeship inspector of the Trade Inspection (more information on the website of the inspector competent for the place where the Seller carries on its business activity); and (3) the assistance of a district (municipal) consumer ombudsman or of a social organisation whose statutory tasks include consumer protection (including Federacja Konsumentów and Stowarzyszenie Konsumentów Polskich). Advice is provided, among other channels, by email at porady@dlakonsumentow.pl and via the consumer helpline on 801 440 220 (the helpline is open on Business Days, from 8:00 to 18:00; calls are charged according to the operator's tariff).
7.3.1. At http://ec.europa.eu/consumers/odr there is a platform for the online resolution of disputes between consumers and traders at EU level (the ODR platform). The ODR platform is an interactive and multilingual website providing a single point of entry for consumers and traders seeking the out-of-court resolution of a dispute concerning contractual obligations arising from an online sales contract or a contract for the provision of services (more information is available on the platform's own website or on the website of the Office of Competition and Consumer Protection: https://uokik.gov.pl/spory_konsumenckie_faq_platforma_odr.php).
8. RIGHT OF WITHDRAWAL FROM THE CONTRACT
8.1. A consumer who has concluded a distance contract may withdraw from it within 14 calendar days without giving any reason and without incurring any costs, except for the costs specified in clause 8.8 of the Terms and Conditions. To meet the deadline, it is sufficient to send the statement before the deadline expires. The statement of withdrawal from the contract may be submitted, for example:
8.1.1. in writing to the following address: ul. Świętego Floriana 9A, 34-130 Kalwaria Zebrzydowska
8.1.2. in electronic form by email to the following address: shop@miummash.com
8.2. A Product – movable items (including movable items with digital elements) – may be returned as part of withdrawal from the contract to the following address: ul. Świętego Floriana 9A, 34-130 Kalwaria Zebrzydowska
8.3. A model withdrawal form is contained in Annex 2 to the Polish Act on Consumer Rights and is additionally available in clause 14 of the Terms and Conditions. The consumer may use the model form, but it is not obligatory.
8.4. The period for withdrawal from the contract begins:
8.4.1. for a contract in performance of which the Seller hands over the Product, being obliged to transfer ownership of it – from the moment the consumer, or a third party indicated by the consumer other than the carrier, takes possession of the Product, and in the case of a contract which: (1) covers multiple Products which are delivered separately, in batches or in parts – from the taking of possession of the last Product, batch or part, or (2) consists in the regular delivery of Products for a fixed period – from the taking of possession of the first of the Products;
8.4.2. for other contracts – from the date of conclusion of the contract.
8.5. In the event of withdrawal from a distance contract, the contract is deemed not to have been concluded.
8.6. Products – movable items, including movable items with digital elements:
8.6.1. The Seller is obliged to reimburse the consumer without delay, and no later than within 14 calendar days of the date of receipt of the consumer's statement of withdrawal from the contract, for all payments made by the consumer, including the costs of delivery of the Product – a movable item, including a movable item with digital elements (except for the additional costs resulting from the consumer's choice of a method of delivery other than the cheapest standard method of delivery available in the Online Store). The Seller shall make the reimbursement using the same means of payment as the consumer used, unless the consumer has expressly agreed to a different means of reimbursement which does not involve any costs for the consumer. In the case of Products – movable items (including movable items with digital elements) – if the Seller has not offered to collect the Product from the consumer itself, the Seller may withhold the reimbursement of payments received from the consumer until it has received the Product back or until the consumer has supplied evidence of having sent it back, whichever occurs first.
8.6.2. In the case of Products – movable items (including movable items with digital elements) – the consumer is obliged to return the Product to the Seller, or to hand it over to a person authorised by the Seller to collect it, without delay and no later than within 14 calendar days of the date on which the consumer withdrew from the contract, unless the Seller has offered to collect the Product itself. To meet the deadline, it is sufficient to send the Product back before the deadline expires.
8.6.3. The consumer is liable for any diminished value of the Product – a movable item (including a movable item with digital elements) – resulting from the use of the Product in a manner going beyond what is necessary to establish the nature, characteristics and functioning of the Product.
8.7. Products – digital content or digital services:
8.7.1. In the event of withdrawal from a contract for the supply of a Product – digital content or a digital service – the Seller may not, from the date of receipt of the consumer's statement of withdrawal from the contract, use any content other than personal data which was provided or created by the consumer when using the Product – digital content or a digital service – supplied by the Seller, except for content which: (1) has no utility outside the context of the digital content or digital service which was the subject matter of the contract; (2) relates only to the consumer's activity when using the digital content or digital service supplied by the Seller; (3) has been aggregated with other data by the trader and cannot be disaggregated, or can be disaggregated only with disproportionate effort; (4) has been created by the consumer jointly with other consumers who are still able to make use of it. Except in the cases referred to in points (1)–(3) above, the Seller shall, at the consumer's request, make available to the consumer any content other than personal data which was provided or created by the consumer when using the digital content or digital service supplied by the Seller. In the event of withdrawal from the contract, the Seller may prevent the consumer from any further use of the digital content or digital service, in particular by making the digital content or digital service inaccessible to the consumer or by disabling the user account, which does not affect the consumer's rights referred to in the preceding sentence. The consumer is entitled to retrieve the digital content from the Seller free of charge, without hindrance from the Seller, within a reasonable time and in a commonly used and machine-readable format.
8.7.2. In the event of withdrawal from a contract for the supply of a Product – digital content or a digital service – the consumer is obliged to refrain from using that digital content or digital service and from making it available to third parties.
8.8. Possible costs associated with the consumer's withdrawal from the contract which the consumer is obliged to bear:
8.8.1. In the case of Products – movable items (including movable items with digital elements) – if the consumer has chosen a method of delivery of the Product other than the cheapest standard method of delivery available in the Online Store, the Seller is not obliged to reimburse the consumer for the additional costs incurred by the consumer.
8.8.2. In the case of Products – movable items (including movable items with digital elements) – the consumer bears the direct costs of returning the Product.
8.8.3. In the case of a Product – a service the performance of which, at the consumer's express request, began before the expiry of the period for withdrawal from the contract – a consumer who exercises the right of withdrawal from the contract after having made such a request is obliged to pay for the services performed up to the time of withdrawal from the contract. The amount payable is calculated in proportion to the extent of the service performed, taking into account the price or remuneration agreed in the contract. If the price or remuneration is excessive, the basis for calculating that amount is the market value of the service performed.
8.9. The consumer does not have the right of withdrawal from a distance contract in respect of contracts:
8.9.1. (1) for the provision of services for which the consumer is obliged to pay the price, if the Seller has fully performed the service with the express prior consent of the consumer, who was informed before the performance began that, once the Seller has performed the service, the consumer will lose the right of withdrawal from the contract, and who acknowledged this; (2) in which the price or remuneration depends on fluctuations in the financial market which the Seller cannot control and which may occur before the expiry of the period for withdrawal from the contract; (3) in which the subject matter of the performance is a Product – a movable item (including a movable item with digital elements) – which is not prefabricated, is made to the consumer's specifications or serves to meet the consumer's individualised needs; (4) in which the subject matter of the performance is a Product – a movable item (including a movable item with digital elements) – which is liable to deteriorate rapidly or has a short shelf life; (5) in which the subject matter of the performance is a Product – a movable item (including a movable item with digital elements) – supplied in sealed packaging which cannot be returned once the packaging has been opened for health protection or hygiene reasons, if the packaging was opened after delivery; (6) in which the subject matter of the performance is Products – movable items (including movable items with digital elements) – which, after delivery, by reason of their nature, become inseparably joined with other movable items, including movable items with digital elements; (7) in which the subject matter of the performance is alcoholic beverages the price of which was agreed at the time of conclusion of the Sales Agreement, the delivery of which can take place only after 30 days and the value of which depends on fluctuations in the market which the Seller cannot control; (8) in which the consumer expressly requested the Seller to visit the consumer for the purpose of carrying out urgent repairs or maintenance; if the Seller additionally provides services other than those requested by the consumer, or supplies Products – movable items (including movable items with digital elements) – other than replacement parts necessary to carry out the repairs or maintenance, the consumer has the right of withdrawal from the contract in respect of the additional services or Products; (9) in which the subject matter of the performance is sound or visual recordings or computer software supplied in sealed packaging, if the packaging was opened after delivery; (10) for the supply of newspapers, periodicals or magazines, with the exception of subscription contracts; (11) concluded by way of a public auction; (12) for the provision of services in the field of accommodation other than for residential purposes, the carriage of goods, car rental, catering, or services related to leisure, entertainment, sporting or cultural events, if the contract specifies the date or period of performance of the service; (13) for the supply of digital content which is not supplied on a tangible medium and for which the consumer is obliged to pay the price, if the Seller has begun the performance with the express prior consent of the consumer, who was informed before the performance began that, once the Seller has performed the service, the consumer will lose the right of withdrawal from the contract, and who acknowledged this, and the Seller has provided the consumer with the confirmation referred to in Article 15(1) and (2) or Article 21(1) of the Polish Act on Consumer Rights; (14) for the provision of services for which the consumer is obliged to pay the price, where the consumer has expressly requested the Seller to visit the consumer for the purpose of carrying out repairs and the service has already been fully performed with the express prior consent of the consumer.
8.10. The provisions concerning the consumer contained in this clause 8 of the Terms and Conditions apply from 1 January 2021, and to contracts concluded on or after that date, also to a Service Recipient or Customer who is a natural person concluding a contract directly related to that person's business activity, where it follows from the content of that contract that it is not of a professional nature for that person, as determined in particular by the subject of the business activity carried on by that person, as disclosed pursuant to the provisions on the Central Register and Information on Economic Activity (Centralna Ewidencja i Informacja o Działalności Gospodarczej).