RETURNS, COMPLAINTS & WARRANTY
Returns Policy
Under the law, as a consumer you have a statutory right to withdraw from the contract within 14 days from the day on which you receive your goods, or, in the case of an order in which the goods are delivered at different times, from the day on which you receive the last item. When purchasing a standard product from our online store, you have the right to return the goods within 14 days without giving any reason (this does not apply to custom-made mirrors). The returned goods should be properly secured for return transport. The buyer has the right to inspect the nature, characteristics and functioning of the product. The consumer is liable for any diminished value of the goods resulting from handling them in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of the goods. The customer bears the cost of return shipping.
To withdraw from the contract and return the purchased product, please inform us of your decision by email at sklep@lustra-design.pl. Then, fill out the withdrawal statement or the ready-made return form and send it along with the returned product to our address.
· Return Period: 14 days
· Return Address: KWAPISZ-GLASS Dawid Kwapisz, Krążkowy 88b, 63-600 Kępno, Poland, mobile: +48 787 007 968
Refunds
Refunds will be processed using the same payment method used in the original transaction, unless the Customer explicitly agreed to another solution (e.g., bank transfer), no later than 14 days after receiving the withdrawal statement. The Seller may withhold the refund until receiving the returned item or proof of dispatch.
Important Note! (Exception to Return Policy)
In accordance with consumer rights legislation, the Customer does not have the right to withdraw from a contract for products made to individual Customer specifications or customized to personal needs.
This applies in particular to custom-made mirrors created according to the Customer's requests and selected parameters, such as dimensions, shape, lighting options, accessories, or personalization.
By placing an order for a custom product, the Customer agrees to its execution according to the provided specifications and acknowledges that return will not be possible.
Complaints Due to Transit Damage
• Please check the contents of the package on the day of delivery. If you notice any transport damage or discrepancies with your order, you have the right to file a complaint.
• A damage report should be filled out with the courier on the day of delivery. If the courier is unable to wait, the document can be completed electronically using the appropriate form:
• DPD: protokol.dpd.com.pl (Helpline: 801 400 373)
• DHL: dhl24.com.pl/pl/claim/disposition/create.html (Helpline: +48 42 6 345 345)
• Please send the completed report (as a scan, photo, or PDF file) to our e-mail address: sklep@lustra-design.pl within 3 days of the delivery date.
• To ensure a smooth complaint process, please do not file the claim directly with the carrier (DPD/DHL) – we will handle the entire procedure on your behalf. At the same time, we will begin manufacturing a new mirror to ensure the fastest possible delivery of a perfect product.
• In the report:
• a) describe the damage (e.g., breakage, mirror damage, total damage)
• b) check the key features of the packaging:
• - cardboard box;
• - bubble wrap;
• - warning labels: "UWAGA LUSTRO!" (CAUTION MIRROR), "Ostrożnie szkło" (Handle with care, glass) placed in the central part of the package.
• The damage report is essential for the complaint to be accepted! Based on it, we will produce a new mirror for you and handle the claim with the courier company ourselves.
• Return the damaged goods. Pack the returned product securely, preferably in its original packaging.
• Let us know – we will order a courier. Call us (tel. 787 007 968) or email us at sklep@lustra-design.pl – we will order a courier to pick up the package.
• Complaints are processed within 14 days.
• If your complaint is accepted, you can:
• - request a replacement with a new item, identical to the one purchased;
• - request a repair of the defective item;
• - request a price reduction;
• - or withdraw from the contract – provided the defect is significant or if we are unable to recreate the item you ordered (e.g., clearance products).
• The seller decides on a possible full replacement or repair to ensure you receive a fully functional product.
Warranty for Lustra Design Mirrors
All products sold are covered by a warranty. Mirror quality inspection is performed in a vertical position with the naked eye from a distance of exactly 1 meter under natural or artificial lighting simulating daylight (300 to 600 lux).
LustraDesign mirrors come with a 2-year warranty covering the mirror glass and all components without exception. Damage caused by improper use, care, or connection is excluded.
Warranty Procedure
To submit a warranty complaint, contact us by email or phone including: Customer contact details, date of agreement, description of the issue and request, supporting evidence, and bank account number for potential refunds. Complaints are resolved within 14 days.