Returns & Complaints

Returns and Complaints at Alania Workshop

Your satisfaction is our top priority! We want you to be completely happy with your purchases from Alania Workshop. However, if something didn't go as expected, below you'll find all the necessary information regarding returns and complaints.

Right of Withdrawal from the Agreement (Returns)

You have the right to withdraw from your purchase agreement without giving any reason within 14 days from the day you, or a third party indicated by you (other than the carrier), takes possession of the goods.

How to Make a Return:

Inform us: Within 14 days of receiving the product, send us an unequivocal statement of withdrawal from the agreement. You can do this:
- By email to: alaniaworkshop@gmail.com
- By mail to: ALANIA WORKSHOP SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, Strzebowiska 14, 38-608 Wetlina, PolandYou can use a sample withdrawal form (available, for example, on the website of the Office of Competition and Consumer Protection in Poland), but it's not mandatory.
Return the product: Send the returned goods back without undue delay, but no later than 14 days from the date you sent your statement of withdrawal. The deadline is met if you send the goods back before this 14-day period expires.
- The product should be undamaged, complete, in its original packaging (if possible), and without signs of use beyond what's necessary to ascertain its nature, characteristics, and functioning. Please remember that you are responsible for any diminished value of the product resulting from handling it in a way other than what was necessary.
- Please send the returned goods to: ALANIA WORKSHOP SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, Strzebowiska 14, 38-608 Wetlina, Poland.
Refund: We will refund your money within 14 days from the day we receive your statement of withdrawal from the agreement. However, we may withhold the refund until we receive the product back or until you provide proof of its return – whichever occurs first.
- We will make the refund using the same payment method you chose during your purchase, unless you explicitly agree to a different solution and it doesn't incur any costs for you.
- The refund also includes the cost of delivering the goods to you (with the exception of additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method we offer).

The cost of returning the goods is borne by the Buyer.

Exclusions from the Right of Return

In accordance with applicable regulations (Article 38, point 3 of the Polish Consumer Rights Act), the right to withdraw from a distance contract does not apply to non-prefabricated goods, manufactured according to the consumer's specifications or serving to satisfy their individualized needs.

This means that custom-made products, made to specific dimensions, or with personalization, which we create from scratch or modify especially for you, are not eligible for return.

Complaints (Non-Conformity of Goods with the Agreement)

If the purchased product turns out to be faulty or not in conformity with the agreement, you have the right to file a complaint. We are responsible for any lack of conformity of the goods with the agreement that existed at the time of delivery and is revealed within two years from that time.

How to File a Complaint:

Contact us: Inform us about the non-conformity of the goods with the agreement. It's best to do this by email to: alaniaworkshop@gmail.com or in writing to: ALANIA WORKSHOP SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ , Strzebowiska 14, 38-608 Wetlina, Poland.
In your complaint submission, please provide:
- Your contact details.
- The order number.
- A detailed description of the identified lack of conformity of the goods with the agreement (the defect).
- Specify your request (e.g., repair, replacement, price reduction, or withdrawal from the agreement – if the defect is significant).
- Attach photos or videos showing the defect, if possible – this will greatly facilitate the complaint process.
Return the product: After agreeing with us, please send the complained product to: ALANIA WORKSHOP SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, Strzebowiska 14, 38-608 Wetlina, Poland.
Complaint resolution: We will process your complaint within 14 days from the date of its receipt. Our failure to respond within this period means the complaint is considered justified. We will inform you of our decision and further steps (repair, replacement, price reduction, or refund), fulfilling your request without undue delay, within a period not exceeding 14 days from the date the complaint is processed.

Cost of Complaint Shipping

In the case of an accepted complaint, the cost of returning the product is borne by Alania Workshop.

Important:

Custom-made products that are not eligible for return under the right of withdrawal are subject to complaint if they have manufacturing defects or inconsistencies with the agreed specification.