Returns & Complaints Policy

Last updated: 18 September 2025

1. Legal basis and scope

1.1. This Policy supplements the Cruxed Store Terms & Conditions and is consistent with them.
1.2. Provisions referring to the Consumer apply accordingly to an entrepreneur acting as a consumer (under Polish law), to the extent provided by law.
1.3. This document covers: (a) the statutory right of withdrawal (return), and (b) complaints based on lack of conformity of goods with the contract.

2. Right of withdrawal (statutory 14 days)

2.1. A Consumer may withdraw from the contract within 14 calendar days from taking possession of the goods, without giving any reason.
2.2. How to withdraw. Send a clear statement by e-mail to support@cruxed.shop (e.g. subject: “Withdrawal from contract – order no.”). Once we receive your electronic statement, we will promptly confirm receipt by e-mail.
2.3. We will refund all payments received from you, including the delivery cost up to the lowest-cost standard delivery offered by the Store (if you chose a more expensive option, e.g. courier, we do not refund the difference). The refund will be made without undue delay and no later than 14 days from receiving your statement; we may withhold the refund until we receive the goods or proof of having sent them, whichever is earlier.
2.4. Refund method. We will use the same payment method you used for the purchase, unless you explicitly agree to a different method (e.g. bank transfer) – at no extra cost. If, for reasons beyond our control, refunding to the original method is impossible (e.g. expired card), we will contact you by e-mail to agree on an alternative.
2.5. Return shipping cost. The direct cost of sending the goods back to us is borne by the Consumer.
2.6. Diminished value. The Consumer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning (e.g. wearing jewellery other than for a brief try-on). In such cases the refund may be proportionally reduced. Please pack the return securely (original packaging is not required).
2.7. Statutory exceptions. We do not currently apply the hygiene-seal exception (Article 38(5) of the Polish Consumer Rights Act), because we do not supply goods in sealed packaging; therefore the right of withdrawal applies to all products available in the store. If there are signs of use, the refund may be reduced accordingly (see 2.6).
2.8. Sending the goods back. After submitting your withdrawal statement, please send the goods back within 14 days. The deadline is met if you send the goods before the 14-day period expires.
2.9. Return address. ul. Olszewskiego 3/82, 24-100 Puławy, Poland, unless we specify a different address / send you a return label in our message.

3. Complaints – lack of conformity of goods with the contract

3.1. What you can request. If the goods lack conformity with the contract, you may request repair or replacement. For our small jewellery items, repair is generally impossible, so we typically offer a quick refund once the item is returned. Replacement is possible if an identical item is available and this does not involve disproportionate costs; otherwise we will offer a refund.
3.2. If repair/replacement is impossible, excessively costly, unduly delayed, or would cause you significant inconvenience, you may request a price reduction or withdraw from the contract (you return the goods – we refund the money).
3.3. We are liable for any lack of conformity that becomes apparent within 2 years of delivery. It is presumed that any lack of conformity becoming apparent during that period already existed at the time of delivery (unless we prove otherwise or this cannot be reconciled with the nature of the goods or the lack of conformity).
3.4. Submit your complaint to support@cruxed.shop (include order number, short description, photos/videos). Collection/return of the item(s) under complaint and any re-delivery are at our expense – we will send you a return label or reimburse the lowest reasonable return postage. In individual cases we may waive the requirement to return the goods (e.g. very low-value items).
3.5. Response time & refund. We respond without undue delay, no later than 14 days, on a durable medium (e-mail). Amounts due following a price reduction will be refunded within 14 days from your statement; in case of withdrawal under a complaint, we refund promptly after receiving the goods.

4. Practical steps

4.1. Before sending anything, please e-mail support@cruxed.shop:
– subject: “Withdrawal / Return / Complaint – [order no.]”,
– body: short description + photos/video (for complaints).
4.2. Return address: ul. Olszewskiego 3/82, 24-100 Puławy, Poland, unless we specify a different address / send you a return label in our message.
4.3. Proof of dispatch: please keep the posting receipt with tracking number (handover to the carrier). Simply creating a shipping label is not proof of dispatch.
4.4. Withdrawal form template: available for download (PDF). Using the form is not mandatory – any clear statement sent by e-mail is sufficient.

5. Additional notes

5.1. Damage in transit / missing parcel: see the Shipping & Delivery page (e.g. damage report; our responsibility until delivery).
5.2. Discount codes & returns: where a product was purchased using a discount code, we refund only the amount actually paid; the code is not reinstated and cannot be reused.
5.3. Nothing in this Policy limits the Consumer’s rights under mandatory law.
5.4. If a partial return brings the order value below the free-shipping threshold, we may charge the original shipping cost according to the price list – not exceeding the charge that would have applied had the threshold not been met at purchase.

6. Language and changes

6.1. If the language versions differ, the Polish version prevails. This does not limit Consumer protection under the mandatory law of the EU Member State of the Consumer’s habitual residence.
6.2. We introduce changes to this Policy in line with the Terms & Conditions: we publish the updated version on the website in a form that allows you to download and store it. Orders placed before a change remain governed by the previous version.