RETURN & COMPLAINT POLICY – PSB MRÓWKA NOTTINGHAM & KIRKBY IN ASHFIELD
1. General Return Policy
We accept returns within 30 days from the date of successful delivery.
Returns will only be accepted if:
- The product is unused, in original condition, and has not been installed or assembled,
- The item is in its original, undamaged packaging,
- You provide proof of purchase – either a receipt or VAT invoice.
⚠️ Returns without proof of purchase will be refused. We do not manually search for transactions – it is the customer’s responsibility to retain the receipt or invoice.
2. Return Process & Costs
- The customer is fully responsible for organising and covering all return shipping costs.
- We do not provide free return labels.
- We do not accept cash-on-delivery or receiver-paid return shipments.
- The return must be shipped to the store’s address – please contact us in advance to confirm the details.
- Refunds will be issued only to the original payment method within 3–5 business days after the return is accepted.
3. Non-Returnable Products
The following items are excluded from returns:
- Paints and tinted/mixed products due to frequent partial use and opening,
- Custom-cut, coloured, or mixed items tailored to customer specifications,
- Special order items (e.g., doors, windows, custom products not in regular stock),
- Perishable goods such as plants or turf,
- Items with visible signs of use or missing original packaging.
ℹ️ Even if the error was made by the customer, special order products are non-refundable. The seller reserves the right to classify an item as a “special order.”
4. Faulty Products & Complaints
If a product is faulty, a complaint can be submitted at the store with:
- The original proof of purchase,
- The faulty product in a condition that allows for inspection.
The complaint may result in:
- Repair,
- Exchange,
- or Refund – at the seller’s discretion.
5. Store Liability
PSB Mrówka’s liability is strictly limited to the purchase price of the product.
We are not liable for:
- Loss of income, contracts, business opportunities, or anticipated savings,
- Damages, costs, or claims from third parties,
- Indirect or consequential damages (including reputational harm or time lost),
- Customer errors in product selection,
- Situations where the customer changes their mind, finds the product unsuitable, or simply does not like it.
- In such cases, returns are still possible (subject to conditions in Section 1), but entirely at the customer’s cost.
- Delays due to force majeure or factors beyond our control.
6. Disputes, Amendments & Final Provisions
- In the event of a dispute or matter not covered by this policy, the final decision lies solely with the seller.
- By purchasing from our store, you agree to all terms outlined in this policy, including future amendments.
📞 Feel free to contact us if you have any questions.