Returning Goods

RETURNING GOODS (your right to cancel)

When you buy from us at a distance as a Consumer, you have 14 days to cancel the contract, without giving any reason (Consumer Contracts Regulations 2013). The period runs from the day you (or a person you nominate, other than the carrier) receive the product; where an order is delivered in instalments, from receipt of the last part.

How to return a product:

1. Tell us you are cancelling: a clear statement sent before the 14 days expire is enough: by e-mail to office@praska.shop or in writing to the address below. You can use our returns form (download the returns form) or the model cancellation form set out in section 10.4 of the Terms & Conditions, but you do not have to. In the form, give us the details needed to identify the order (name, e-mail or postal address, order or product number, date of purchase). Giving a reason is entirely voluntary: you can leave the "reason for return" field blank. Your cancellation is effective the moment you send it and does not need any acceptance from us.
2. Send the product back: without undue delay, and at the latest within 14 days of the day you cancelled, to:

Eco Cats Collection Sp. z o.o. ul. Ignacego Łukasiewicza 5, 43-502 Czechowice-Dziedzice, Poland.

Include any accessories you received. You bear the direct cost of the return shipment. As the return is sent from the UK to Poland, please mark the parcel as returned goods on the customs declaration so that no import charges arise unnecessarily.

Your refund: we will refund all payments received from you, including the cost of delivery to you (up to the cost of the least expensive standard delivery method we offer). We will make the refund without undue delay, and at the latest within 14 days of the day we receive the product back, or, if earlier, the day you provide proof of posting it back. We refund using the same payment method you used, unless you expressly agree to another method (you will never pay any fee for the refund). You can evidence your purchase with any proof, a receipt, invoice, transfer or payment confirmation, bank statement, or the order confirmation e-mail; we never require an original till receipt.

You are liable only for any reduction in the product's value caused by handling it beyond what is needed to establish its nature, characteristics and functioning.

Exception, bespoke products. The right to cancel does not apply to goods made to the consumer's specifications or clearly personalised (regulation 28(1)(b) of the 2013 Regulations). In our store this covers only products made to individual arrangements going beyond the standard options (for example furniture with dimensions agreed individually with you). We always tell you before you place the order that a product is a bespoke order and cannot be returned. Choosing a colour or fabric from the variants available in the store does not remove your right to return.

FAULTY GOODS (Consumer Rights Act 2015)

If you are a Consumer and a product you bought from us is faulty, not of satisfactory quality, not fit for purpose, or not as described: you have the following statutory rights under the Consumer Rights Act 2015:

- Within 30 days of delivery: you can reject the product and get a full refund (the short-term right to reject).

- After that (or instead): you can ask for a repair or a replacement. We carry these out within a reasonable time, without significant inconvenience to you, and at our cost: including collecting the faulty product from you and delivering the repaired or replacement product back to you.

- If repair or replacement fails: the fault persists or recurs, or we cannot remedy it within a reasonable time and without significant inconvenience, you can claim a price reduction or reject the product and get a refund (the final right to reject). If the final rejection happens more than six months after delivery, the refund may be reduced for the use you have had; within the first six months no deduction is made.

A fault appearing within 6 months of delivery is presumed to have existed at delivery: it is for us to prove otherwise. After 6 months, you may be asked to show the fault was present at delivery; claims can generally still be brought within the statutory limitation period (up to 6 years in England, Wales and Northern Ireland; 5 years in Scotland).

How to complain: ideally by e-mail to office@praska.shop (or in writing to: Eco Cats Collection Sp. z o.o. ul. Ignacego Łukasiewicza 5, 43-502 Czechowice-Dziedzice, Poland). Describe the problem and tell us which remedy you want; attach any proof of purchase (for example a receipt, invoice, payment confirmation or order confirmation e-mail, no original till receipt is required). Photos of the fault will speed things up.

Costs: repairs, replacements and returns of faulty goods are at our cost: including collecting the product from you and delivering it back. Please do not send a faulty product back at your own cost before agreeing collection arrangements with us.

Response time: we respond to every complaint within 14 days of receiving it. This is our service commitment, it does not limit or replace your statutory rights in any way.

Refunds for faulty goods: where you reject the product, we refund the price without undue delay, and at the latest within 14 days of agreeing that you are entitled to a refund, using the same payment method you used, unless you expressly agree otherwise. Price reductions are paid within the same timescale.

Outlet products carry your full statutory rights, with one exception: the specific imperfection expressly described against the product, which was drawn to your attention before purchase and which you expressly and separately accepted, does not count as a fault (section 9(4) of the Consumer Rights Act 2015). Every other fault of an outlet product is covered in full.

Disputes: if we reject your complaint and you disagree, please note there is no ADR scheme we are required to use in the UK for this sector; we will tell you in our final response whether we are willing to take part in voluntary ADR in your case . Your right to take the matter to court is unaffected, and you may be able to bring a claim in the UK courts. Free guidance for UK consumers is available from Citizens Advice (citizensadvice.org.uk).