Refund policy

Refund Policy

Refunds for Damage During Transport

It is very important that any visible damage to the product packaging during transport is immediately reported to the courier who delivers the goods. Any damage during transport must be reported by the customer within 24 hours of receiving the goods.

If you notice such damage, do not sign for the delivery or ask the courier to wait while you check whether the packaging damage has affected the product itself or caused the loss of parts. If the product is undamaged and all parts are accounted for, sign for the receipt of the shipment.

Refunds for Incorrect Data or Wrong Product

If you receive a shipment and upon opening the box find that the delivered goods do not match what was ordered, or the details on the invoice are incorrect, please email us with your details (name, surname, phone number, order number) to info@pelene.net and describe the issue. This should be done within 24 hours of receiving the shipment. We will respond to the request as soon as possible and inform you of the next steps. The deadline for resolving a refund request is 15 days from the time the request is filed.

If, after receiving the product, you find any reason for requesting a refund, you can submit the refund request, along with the invoice or other proof of purchase (copy of the invoice, slip, etc.):

The seller is obliged to issue a written confirmation or confirm electronically the receipt of the refund request, inform the consumer of the number under which the refund request is registered in the records, and issue a refund request sheet.

The seller is obliged to respond to the consumer’s refund request without delay, and at the latest within eight days from the receipt of the request, either in writing or electronically.

The seller’s response to the refund request must include a decision on whether the request is accepted, a statement about the consumer’s request, and a specific proposal and deadline for processing the refund. The deadline cannot exceed 15 days from the date the request was filed. The seller is obliged to act in accordance with the decision, proposal, and deadline for processing the refund, provided the consumer has given prior consent.

If the seller, for objective reasons, is unable to meet the consumer’s request within the agreed deadline, they must inform the consumer about the extension of the deadline and specify the new deadline for resolution, and obtain the consumer’s consent, which must be recorded in the refund request records. An extension of the deadline for processing refunds can only be granted once.

The inability of the consumer to provide the product packaging to the seller cannot be a condition for processing the refund or a reason for rejecting the refund request