COMPLAINTS POLICY
1. Introduction
Maybell's products are sewn in a small workshop from natural materials, often by hand or in small batches. Each item undergoes quality control before shipping. However, if the product you receive is defective or non-conforming, you have the right to file a complaint.
This policy explains step by step how to submit a complaint, what rights you have and what the complaint handling process looks like.
2. Legal basis
Complaints about products purchased in the Maybell's online store are handled in accordance with:
-
Consumer Rights Act of 30 May 2014,
-
Civil Code (warranty for physical and legal defects),
-
principles described in this policy.
3. What can be advertised?
Complaints are subject to:
-
Physical defects such as:
-
material damage,
-
tears, cracked seams,
-
poor quality of workmanship,
-
defects in zippers, snaps, latches,
-
dirt or defects occurring before shipment.
-
-
Functional or construction defects , e.g.:
-
incorrectly sewn-in element,
-
uneven sleeve length,
-
significant differences from the declared dimensions.
-
-
Non-compliance with the order , e.g.:
-
wrong size, even though a different one was given,
-
wrong color,
-
missing ordered item (e.g. lining).
-
4. What is not subject to complaint
Complaints are not subject to:
-
Damage resulting from improper use:
-
washing not according to instructions,
-
mechanical damage (snags, abrasions, animal marks, etc.),
-
damage resulting from prolonged or intensive wear.
-
-
Natural features of the fabric:
-
differences in fiber shade,
-
different fleece structure,
-
minimal dimensional differences due to hand sewing.
-
-
Products that have been:
-
washed,
-
destroyed due to the customer's fault,
-
altered, shortened or changed outside of Maybell's studio.
-
5. How to file a complaint?
You can submit your complaint by e-mail to the following address:
maybells.shop@gmail.com
In your message, please include:
-
Order number
-
Description of the defect
-
Photos or video showing the problem
-
(Optional) Information about the solution you expect:
-
repair,
-
exchange,
-
partial refund of the amount,
-
full refund.
-
The more precisely you describe the situation, the faster your case will be resolved.
6. Complaint consideration deadline
-
We will consider your complaint within 14 business days of receiving it.
-
If it is necessary to return the product for evaluation, this time is counted from the day the package is received.
-
In exceptional situations (e.g. the need to consult with the sewing workshop), the deadline may be extended - the customer will be informed about this.
7. Returning the product for complaint
-
If the store asks you to return the product, the customer will receive returns instructions.
-
The product should be:
-
clean,
-
dry,
-
properly secured for shipment.
-
-
Parcels sent "cash on delivery" are not accepted .
8. Possible solutions to the complaint
After a positive consideration of the complaint, the store may offer:
1. Repair of the product
Preferred in case of minor defects (ripped seam, zipper problem).
2. Exchange for a new copy
If the defects cannot be repaired or the product does not comply with the order.
3. Price reduction
If the defect is minor but affects use.
4. Refund
If the product has a significant defect or replacement/repair is not possible.
Refunds will be made via the same payment method used to make the purchase, unless otherwise agreed.
9. Complaint shipping costs
In the event of a justified complaint:
-
the cost of returning the product is covered by the store ,
-
The cost of sending back the corrected/replaced product is also covered by the store.
If the complaint is rejected (e.g. the defect was caused by the customer):
-
The cost of returning the product to the customer may be charged in accordance with the carrier's price list.
10. Material differences resulting from hand sewing
Because Maybell's products are created in a small studio:
-
material texture,
-
fiber structure,
-
arrangement of the fleece,
-
minor differences in dimensions