Complaints & Returns

We make sure that the jewelry we offer meets your highest expectations. However, if, despite our efforts, you are not satisfied with your purchase or you find a defect in the product, you have the right to return or exchange the product for another one. In such a situation, please read the regulations on returns and complaints and follow the instructions. 

The right to withdraw from a distance contract is not available to the Consumer in relation to: 

  • a contract the subject of which is non-prefabricated goods, manufactured according to the specifications of the Consumer/Entrepreneur using consumer protection or serving to meet his individual needs,
  • a contract the subject of which is goods bearing the characteristics of an individual product.

Product complaints

If the product you purchased has manufacturing defects, you can file a complaint. You should then follow the complaint procedure:

  1. Send us the product you want to complain about. Remember to properly secure and pack it, attaching a completed complaint form along with the customer's details. The form is available HERE. Describe in detail the reasons for the complaint. 
  2. We will inform you by phone or e-mail about the result of the complaint procedure within 14 days of receiving the shipment.
  3. If your complaint is rejected, we will provide you with detailed information stating the reasons for this decision. The complained product will be sent back within 14 business days.
  4. If replacement or repair of the goods turns out to be justified and possible, we will notify you and provide you with information on further proceedings. 
  5. In the event that a refund of the sales price is justified, the amount due for the purchased goods will be refunded within 14 days after receiving the goods complained about. The price will be refunded in the same way as the selected payment method for the goods.

Return of products

The consumer may, within 14 calendar days - counted from the date of delivery of the goods, withdraw from the contract without giving a reason by submitting an appropriate declaration to the Seller. A sample document of withdrawal from the sales contract is available  HERE.

To meet the deadline, a declaration sent before the above-mentioned deadline is sufficient.  

If you want to return a product, you must:

  1. Pack in the original packaging, secure it appropriately and return the purchased product.
  2. Attach proof of purchase, certificates and warranty card to the shipment (if a warranty was granted for the product).
  3. Send the returned product via courier to the following address:

    Amber Museum 
    street Saint Jana 2, Kraków 31-018

After receiving the purchased product, we will send information about the return processing to your e-mail address. If approved, a refund will be made to the provided account number within 7 calendar days. In case of payment by payment card, the refund will be transferred to the card.