Refund Policy

1. Personalized products – important information

All products offered in the KlocLove store are made exclusively to individual customer orders – based on submitted photos, information, or an approved design.

This means that:

  • they are not products ready for storage or resale,

  • are fully personalized,

  • are not subject to the general right of withdrawal from a distance contract, in accordance with Article 38 of the Consumer Rights Act.

2. Time to change your mind – 24 hours

After placing the order, the customer has 24 hours to:

  • cancel the order, or

  • report a change in photo, data, or personalization elements.

After this time, the project is transferred to the design and production team, and implementation begins automatically. Once initiated, cancellation, modification, or return of the order is not possible.

3. No right to withdraw from the contract

Due to the personalized nature of the products, the customer loses the right to withdraw from a distance contract after 24 hours of placing the order.
The order is non-refundable, non-cancelable, and non-exchangeable.

4. Complaints – defective product

In accordance with the provisions of the Civil Code, the customer has the right to file a complaint in the event of:

  • non-compliance of the product with the description or approved design,

  • defective workmanship (e.g., damage caused during production),

  • physical damage during transport.

In such a case, please contact us within 24 hours of receiving the shipment at zwroty@kloclove.pl.
Please include:

  • order number,

  • photos of the product and packaging,

  • a brief description of the problem.

The complaint will be reviewed within 2 business days.
If the complaint is upheld, the customer has the right to:

  • a free replacement with a defect-free product, or

  • a refund.

5. Failure to collect the shipment or incorrect address

In the event that:

  • the shipment is not collected on time,

  • it is returned to the sender,

  • it is lost by the carrier,

  • or it is sent to an incorrect or incomplete address provided by the customer,

the order is deemed to have been completed due to the customer’s fault.

In such situations:

  • order costs are non-refundable,

  • the store is not responsible for unclaimed or lost parcels,

  • it is possible to re-order the product on preferential terms – agreed individually by email.

6. Shipping and re-shipping costs

  • In the event of a re-order, all shipping costs are the responsibility of the customer.

  • In exceptional situations (e.g., with the seller’s consent), we may offer partial compensation – determined individually.

7. Unauthorized returns

We do not accept returns:

  • sent without prior contact and arrangement by email,

  • products used, modified, or damaged by the customer,

  • items without their original packaging.

The return address is provided individually after registration.

8. Special reservations

We reserve the right to refuse to accept a return, complaint, or re-order in the event of:

  • suspicion of abuse or bad faith,

  • returns of products showing signs of use, damage, or tampering.

Each case is considered individually, respecting consumer rights and the principles of our activity as an original brand.

9. Contact

For any questions regarding a complaint, order status, or re-order, please contact us:

📧 E-mail: zwroty@kloclove.pl
⏱️ Response time: 24–48 business hours