Returns & Complaints Policy

At Urbanowicz Haft Polska, we make every effort to ensure that each product is carefully finished, elegant and suitable for the dignity of liturgical use. Below you will find the key information regarding returns, withdrawal from the contract and complaints.

1. Right of withdrawal

A customer who is a consumer has the right to withdraw from a distance contract within 14 days from the date of receiving the product, without giving any reason.

To exercise the right of withdrawal, please inform us of your decision by sending a clear statement, for example by e-mail.

2. How to request a return

To request a return, please contact us at:

• e-mail: sklep@urbanowiczhaft.pl

Please include your order number, full name and information about the product you wish to return.

3. Returning the product

The product should be returned without undue delay, no later than 14 days from the date on which you informed us about your withdrawal from the contract.

The cost of returning the product is borne by the customer, unless agreed otherwise individually. The product should be properly protected for transport.

4. Refund

The refund will be made no later than 14 days from the date on which we receive your statement of withdrawal. We may withhold the refund until we receive the returned product or proof that it has been sent back.

The refund will be made using the same payment method used for the original order, unless the customer expressly agrees to another solution.

5. Personalised and custom-made products

The right of withdrawal does not apply to non-prefabricated products made according to the customer’s specifications or intended to meet the customer’s individual needs.

This applies in particular to products with an individual dedication, personalised inscription, patch, custom size or other modifications made at the customer’s request.

Please carefully check all details provided for personalisation, as the product will be made according to the information submitted with the order.

6. Complaints

If the product received has a defect or does not correspond to the order, the customer has the right to submit a complaint.

Complaints can be submitted by e-mail to: sklep@urbanowiczhaft.pl.

Please include your order number, a description of the issue and, if possible, photos showing the reported defect.

7. Complaint processing

Complaints are reviewed without undue delay, no later than 14 days from the date of receiving the complaint.

If the complaint is accepted, we will propose an appropriate solution, such as repair, replacement, price reduction or refund, in accordance with applicable law.

8. Address for returns and correspondence

Urbanowicz Haft Polska
ul. Stabłowicka 123
54-062 Wrocław
Poland

9. Contact

For questions regarding returns, complaints or product personalisation, please contact us:

• e-mail: sklep@urbanowiczhaft.pl