Refund & return policy

Effective from:

Introduction

This Policy sets out rules for returns, withdrawal from a Contract, complaints and reimbursement relating to Goods sold by MUZEL through www.muzel.pl or under a Quotation.
It supplements MUZEL’s Terms & Conditions of Sale, Terms of Website Use, Shipping & Delivery Policy and Privacy Policy. Capitalised terms have the meanings given to them in the Terms & Conditions of Sale.
Where there is any conflict concerning formation of a Contract, Consumer rights, Price, VAT, payment, delivery, risk, liability or complaints, the Terms & Conditions of Sale and mandatory law prevail.
For returns, withdrawal and complaints, contact: shop@muzel.pl. Personal data connected with a return or complaint are processed as described in the Privacy Policy.

1. Contact, return address and RMA

Return address: MUZEL Sp. z o.o., ul. Skandynawska 5, Modła Królewska, 62-571 Stare Miasto, Poland.
To help us handle a return efficiently, please contact MUZEL in advance and, where issued, quote the RMA number. A request should include at least the Order or invoice number, Goods name, quantity, batch number, reason for return and photographs where relevant.
An RMA is an organisational requirement for discretionary returns by Buyers who are not Consumers. It is not a condition for a Consumer to exercise a statutory right of withdrawal or make a complaint.

2. Consumer’s statutory right of withdrawal

A Consumer who has entered into a distance Contract may withdraw from it without giving any reason within 14 days from the day on which the Consumer, or a third party other than the carrier designated by the Consumer, takes physical possession of the Goods, subject to exceptions under mandatory law.
To exercise the right of withdrawal, the Consumer should send MUZEL an unequivocal statement, for example by email to shop@muzel.pl or by post to MUZEL’s address. The Consumer may use the model notice below, but this is not mandatory.
The Consumer should send back the Goods without undue delay and no later than 14 days after withdrawal. The deadline is met if the Goods are sent before it expires.

3. Effects of withdrawal and model notice

Where withdrawal is valid, MUZEL will reimburse the Consumer for all payments received, including the cost of the least expensive ordinary delivery method where such cost was charged separately, without undue delay and no later than 14 days after receiving the withdrawal statement. MUZEL may withhold reimbursement until it has received the Goods back or the Consumer has supplied evidence of having sent them back, whichever happens first.
Reimbursement is made using the same payment method used by the Consumer, unless the Consumer expressly agrees to another method that does not involve any cost to the Consumer. The Consumer bears the direct cost of returning the Goods where the Consumer was informed of this before the Contract was concluded.
The Consumer is liable only for a diminished value of the Goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. A statutory withdrawal is not subject to a restocking or handling fee.
Model notice (optional): “I hereby give notice that I withdraw from my Contract for the purchase of the following Goods: [description]. Order number: [number]. Date received: [date]. Name: [details]. Address: [details]. Date and signature (only if this form is notified on paper).”

4. Consumer complaints and lack of conformity

The right to withdraw without giving a reason is separate from remedies for a lack of conformity of Goods with the Contract. A complaint may be sent to shop@muzel.pl, stating contact details, the Order or invoice number, a description of the issue, batch number, photographs and other available information helpful for assessing the matter.
MUZEL is liable to a Consumer for lack of conformity of Goods with the Contract on the terms required by mandatory law. Where a lack of conformity is confirmed, costs, the method of resolving the issue and reimbursement are determined under applicable law and the Terms & Conditions of Sale.
A contact or RMA requirement does not limit a Consumer’s statutory right to make a complaint.

5. Discretionary returns by Buyers who are not Consumers

A Buyer who is not a Consumer has no statutory right to return Goods merely because the Buyer has changed their mind, unless mandatory law provides otherwise.
At its discretion, MUZEL may accept the return of undamaged, unused and unopened stock Goods in their original packaging where requested within 14 days after Delivery. Acceptance requires MUZEL’s prior confirmation and an RMA.
For an accepted discretionary return, MUZEL may charge a 15% restocking fee. The Buyer bears the cost of return shipping and insurance unless the Goods are confirmed faulty or the parties agree otherwise in writing.

6. Goods not eligible for discretionary return

Goods not eligible for discretionary return include, in particular, custom-made or non-prefabricated Goods, Goods made to the Buyer’s specification, Goods made to meet individual needs, printed Goods, Goods with fitted components and other Goods that cannot reasonably be resold for quality or safety reasons.
This does not exclude a Consumer’s rights under mandatory law or claims arising from a confirmed defect or lack of conformity of Goods with the Contract.

7. Preparing and sending a return

Goods should be secured appropriately for transport, preferably in their original packaging or packaging providing comparable protection. Goods that are the subject of a complaint should not be returned before agreeing the process with MUZEL unless law or MUZEL requires prompt return.
For a discretionary return by a Buyer who is not a Consumer, Goods must be dispatched within the period stated in the RMA or, if the RMA states no different period, within 7 Business Days after it is issued. We recommend using a tracked service.
For a statutory withdrawal, a Consumer should retain proof of dispatch. This clause does not limit mandatory Consumer rights.

8. Inspection, replacement and reimbursement

After receiving returned Goods, MUZEL may inspect them to the extent necessary to establish their condition, the reason for return and the rights available.
Where a defect or lack of conformity of Goods with the Contract is confirmed, MUZEL will apply the remedy provided by mandatory law or the Terms & Conditions of Sale, including replacement, a correction or reimbursement, as appropriate.
For an accepted discretionary return, a reimbursement or credit note covers only the amount due for accepted Goods after deduction of the agreed restocking fee and costs borne by the Buyer under this Policy. Reimbursement is made after inspection using an appropriate payment method or in a form agreed with the Buyer.
MUZEL does not operate automatic exchanges for change-of-mind returns. Replacement is available where a defect or lack of conformity is confirmed or where MUZEL agrees to it.

9. Personal data

To handle a return, withdrawal, complaint or reimbursement, MUZEL processes only data needed to deal with the matter, including contact details, Order data, information about Goods, batch numbers, photographs and payment information.
Data recipients may include, to the extent necessary, carriers, payment providers, banks, IT, accounting and legal-service providers. Purposes, lawful bases, retention periods, data-subject rights and international-transfer rules are set out in the Privacy Policy.
For personal-data protection matters, contact a.severyn@muzel.eu.

10. Changes and contact

MUZEL may update this Policy where law, the returns-handling process or Store functions change. The current version will be published on the Site with an effective date. The version applicable to an Order is determined in accordance with the Terms & Conditions of Sale.
Questions about a return, withdrawal, complaint or reimbursement status should be sent to shop@muzel.pl.