Returns
At Manufakturo, we care about transparency of rules. The following document defines your rights and our procedures regarding returns, order cancellations, and complaints, developed based on applicable Polish consumer law and safety standards for the transport of bulky goods.
If you want to report a return, cancel a qualifying order, or check the details of your purchase, you can use the customer account:
1. Right of withdrawal — return within 14 days
According to the Consumer Rights Act, you have the right to withdraw from an online contract within 14 days from the day you receive the order, without giving any reason.
The withdrawal period expires 14 days after the day on which you or a person indicated by you took possession of the product.
To meet the deadline, it is enough to inform us of your decision to withdraw from the contract before the period expires.
You can notify withdrawal:
- via the customer account: https://account.manufakturo.eu/
- by email: office@manufakturo.eu
- by phone: +48 574 619 781
- in writing, by sending a clear statement of withdrawal from the contract.
Important exclusion: The right of withdrawal does not apply to non-prefabricated products made according to the consumer’s specifications or serving to meet their individualized needs. This particularly concerns personalized products made to order, in a chosen color, configuration, finish, or according to the client’s individual preferences.
2. Order cancellation
If you want to cancel an order before it is shipped, contact us as soon as possible or use the customer account:
If the order has not yet been passed on for processing, production, personalization, or shipping, we will try to cancel it without unnecessary delay.
For products made to individual order, personalized, or specially produced according to the chosen configuration, the possibility of cancellation may be limited once order processing has started.
3. Condition of goods and customer responsibility
The consumer is responsible for any reduction in the product’s value resulting from using it in a way that goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Please keep the original packaging and all elements protecting the product during transport. For bulky products, the original packaging, pallet, and transport protections are especially important as they enable safe return of the product.
If the product was delivered on a pallet, please prepare the return on the same pallet or in a way that ensures a comparable level of transport safety.
If appropriate packaging, pallet, or protection is missing, making the product unsafe to transport or unsellable as a full-value product, we may reduce the refund amount by justified costs of repackaging, securing the product, or lowering its market value.
If the product is returned without proper protection and arrives damaged, the refund amount may be reduced by the cost of repair or loss of market value. In such a case, the product may lose its status as a new and full-value item, which may prevent its further resale at the original price.
4. Return procedure
Step 1: Inform us of your decision via the customer account, by email at office@manufakturo.eu, or by phone at +48 574 619 781.
Step 2: After notifying withdrawal, send back the product. You have 14 days from the day you informed us of withdrawal to do so.
Step 3: After receiving the product or proof of its return, we will refund the payment according to applicable regulations. We usually process refunds within 7 business days of receiving and verifying the goods.
The refund covers the cost of the product and, if applicable, the standard original delivery cost according to applicable regulations. The direct cost of returning the product is borne by the customer unless otherwise agreed or the return results from a recognized product defect.
Refunds will be made using the same payment method used for the order unless we agree on a different refund method.
5. Warranty and complaints
Complaints should be submitted by email to office@manufakturo.eu, attaching photo or video documentation showing the defect. This allows faster verification and avoids unnecessary transport costs.
Please include the order number, description of the problem, and photos or videos showing the product defect in your complaint. For transport damages, please also send photos of the packaging, pallet, transport label, and visible damages.
Transport damages should be reported as soon as possible, preferably within 7 days from the date of receipt. Prompt reporting helps us verify the case with the carrier and propose an appropriate solution.
Loss of warranty rights: The warranty may expire if the product has been subjected to attempts of self-repair, modification, disassembly, or interference by the customer or third parties without prior written consent from Manufakturo.
The warranty does not cover natural wear and tear of materials, mechanical damages resulting from incorrect assembly, improper use, improper maintenance, or chemical damages caused by using inappropriate or non-certified cleaning agents.
6. Uncollected shipments
If a shipment is returned to the sender due to reasons attributable to the customer, such as incorrect address, failure to collect the shipment, lack of contact with the carrier, or refusal to accept the shipment without prior withdrawal statement, the refund amount may be reduced by the actual return transport costs charged by the carrier.
If you want to withdraw from the contract or cancel an order, please inform us in advance so we can properly handle the return process.
7. Contact
If you have questions about returns, order cancellations, complaints, or warranty, contact us:
📧 office@manufakturo.eu
📞 +48 574 619 781
Customer account: https://account.manufakturo.eu/