Returns and complaints

I. PRODUCT RETURN - HOW DOES IT WORK?

1. Return Conditions Product returns are possible within 14 calendar days from the date of receiving the shipment, provided that the return conditions specified in our regulations are met. Additionally:

• The product is complete, undamaged, and unused.
• The product bears no signs of use, including smells, stains, or traces of washing.
• The product has original tags and security elements.
• Shoes, bags, and accessories must be returned in their original packaging (e.g., box), which is undamaged and not marked with a marker.
• Hygiene products, underwear, and swimwear must have original security seals (e.g., hygiene stickers).
  

If these conditions are not met, the product return may not be accepted and the Store reserves the right to refuse the return and send the Product back to the customer at the customer's expense.

2. How to Report a Return? The buyer has 14 calendar days from the date of receiving the shipment to notify the seller of their intent to withdraw from the sales contract.

• Registered buyers who made a purchase through a customer account should log in to their account, select the appropriate order, mark the products to be returned, and follow the further instructions provided on the website.
• Unregistered buyers should inform the seller of their intent to return the product via the return form or by email at support@filipbala.com.

3. How to Return a Product? The buyer is obliged to return the purchased goods within 14 calendar days from the date of contract withdrawal. The buyer can take advantage of free returns via InPost Quick Returns:

• Visit https://szybkiezwroty.pl/pl/filipbala
  
• Fill out the return form, providing the required information.
• Choose the InPost Parcel Locker from which you want to send the package.
• Pack the product in its original packaging or another suitable box.
• Drop off the package at any InPost Parcel Locker – simply scan the return code or enter its number on the Parcel Locker screen.

If you prefer to use a different shipping method, please note that the store does not cover return shipping costs. Send the return package to the following address: FB Distribution, ul. Krajowa 3, 62-025 Kostrzyn, PL.

4. What Happens After Returning the Product?

• Shipment Verification Once we receive the shipment, we will check whether the returned product matches the information provided in the return form. After a successful verification, you will receive a return confirmation on your customer account or via email.
• Refund Processing Refunds will be processed within 14 calendar days of receiving the package via the same payment method used for the purchase.

II. COMPLAINTS

1. Details regarding complaints are described in our regulations.

2. If a product is defective, the buyer may file a complaint within 2 years from the date of purchase.

3. Complaints should be submitted via email to: support@filipbala.com.

4. The defective product must be sent back to the address provided in our response to the complaint request.

5. The store will process the complaint within 14 days and inform the buyer of the decision.

6. If the complaint is accepted, the store will refund the money, replace the product, or repair it.

7. The buyer should keep proof of purchase (e.g., invoice or receipt), as it may be required to process the complaint.

8. If the complaint is not accepted, the store may return the product at the buyer’s expense.