Returns, exchanges, complaints
Would you like to withdraw from the agreement? Click the button below and complete the form.
Please send any questions or concerns regarding returns, exchanges and complaints to: returns@kopyto.com. This will help us assist you efficiently.
Product returns
You have the right to withdraw from the sales agreement within 14 calendar days, starting from the day following the date on which:
- you received your order,
- a third party other than the carrier and indicated by you took possession of the product,
- you received the final part of your order, where the order was delivered in separate parts.
To exercise your right to withdraw from the agreement, please notify us of your decision before the withdrawal period expires.
You can do this using the button above or by email, by sending your declaration to: returns@kopyto.com.
An email informing us of your intention to withdraw from the agreement should include your order number and a completed withdrawal form.
Important
If more than 14 calendar days have passed since you received your order, the product cannot be returned.
To be eligible for return, the product must be new and must not show signs of use or contain odours such as perfume or cigarette smoke. It should also be appropriately protected against damage during transport.
Please include the original receipt in the parcel, unless you are not returning the entire order — in that case, keep the receipt. If an electronic receipt was issued, you do not need to include it.
Return address
Send the product to:
Z Kopytem Sp. z o.o.
ul. B. Spiechowicza 36
43-300 Bielsko-Biała
tel.: 513 205 504
email: returns@kopyto.com
You may write RETURN on the parcel.
If your return is approved, we will refund your payment without undue delay — this usually takes no longer than 7 working days and, in any event, no later than 14 days after we receive notification of your withdrawal from the agreement.
You are responsible for the cost of returning the product. We may withhold the refund until we receive the product or proof that it has been sent back.
Refunds
Refunds are processed according to the following rules:
- the refund is made using the same payment channel,
- where a refund is required for a transaction made using a payment card, the refund is issued to the bank account linked to that card,
- the refund is made using the same payment method used for the order, unless you expressly agree to another refund method that does not involve any additional costs for you.
Product exchanges
To exchange a product, send it back to our store in accordance with the return procedure. The purchase amount will be refunded, and you can place a new order for the product that meets your expectations.
Processing exchanges in this way helps avoid situations where the model, colour or size you selected is no longer available.
If time is important, you can place a new order immediately without waiting for the return to be processed.
Complaints
Despite thorough quality control and the utmost care taken during the production of our products, a hidden defect may occasionally become apparent.
Products are covered by liability for conformity of the goods with the agreement for 2 years from the date of delivery. We want our products to serve you for as long as possible.
To submit a complaint, email us to let us know that you wish to make a complaint: returns@kopyto.com.
We will send you a shipping label for the parcel. Please include the completed complaint form and the receipt in the package, unless you received an electronic receipt — in that case, you do not need to include it.
Complaints address
Send the product to:
Z Kopytem Sp. z o.o.
ul. B. Spiechowicza 36
43-300 Bielsko-Biała
tel.: 513 205 504
email: returns@kopyto.com
You may write COMPLAINT on the parcel.
If your complaint is approved, we will inform you of our decision. Complaints do not cover damage resulting from improper use or washing products contrary to the care instructions.
Detailed terms
Detailed information regarding returns and complaints can be found in the Returns and Complaints Policy.