Refund policy

1. Contact and scope

This policy applies to purchases from ecoglassworks.eu. The seller is GLASSVERDE ECOGLASSWORKS Aneta Fistek, Łukasz Fistek Spółka Cywilna (Ecoglassworks s.c.), VAT ID PL9930688656.

Business and correspondence address: ECOGLASSWORKS, Zakład Produkcji Opakowań, Ładna 15, 33-156 Skrzyszów, Poland.

Contact us at shop@ecoglassworks.eu or +48 601 758 781. Use shop@ecoglassworks.eu for all return, withdrawal and complaint enquiries

The statutory withdrawal and conformity sections apply to consumers and to individuals buying for their business where the purchase is not professional in nature within Article 7aa of the Polish Consumer Rights Act (“protected sole traders”). Ordinary business purchases are covered by section 8.

2. Your 14-day right to withdraw

You may withdraw from a distance sales contract without giving a reason within 14 calendar days after you, or a person you nominate other than the carrier, receive the goods. If one order is delivered in separate items, lots or pieces, the period starts when the last item, lot or piece is received.

You may also notify us of withdrawal before delivery. You do not have to wait for the goods to arrive.

To withdraw, send a clear statement to our email or correspondence address above. The optional model form in section 9 may be used. It is enough to send the statement before the withdrawal period expires. You do not need our approval or a return authorisation number to exercise this right.

You can submit your withdrawal electronically by emailing shop@ecoglassworks.eu. We confirm receipt by email. The statement does not need to use a particular form.

If legally required withdrawal information has not been provided, the withdrawal period is extended as provided by law, potentially by up to 12 months after the original period ends.

3. Sending goods back and return costs

Send back the goods without undue delay and no later than 14 calendar days after notifying us of withdrawal. You meet this deadline by sending the goods before it expires, unless we have agreed to collect them.

Return recipient and address: ECOGLASSWORKS, Zakład Produkcji Opakowań, Ładna 15, 33-156 Skrzyszów, Poland.

You pay the direct costs of returning goods when withdrawing because you have changed your mind, provided we have given the information required by law. This is separate from a justified complaint about damaged or non-conforming goods, for which we bear the costs required by law.

For goods that cannot normally be returned by post, including pallet consignments, you bear the direct return cost only where its amount or a reasonable maximum estimate was provided before the contract was concluded, as required by law. If we did not provide that information, we bear those return costs. A quotation supplied after purchase does not retrospectively transfer an undisclosed cost to you.

Please coordinate pallet collection or a delivery slot with us before dispatching a pallet. This is a transport arrangement, not a condition for exercising statutory withdrawal, and does not shorten or suspend your deadlines. Goods delivered on a pallet are not excluded from statutory withdrawal solely because of their delivery method.

The return or exchange of an empty transport pallet is available only by prior agreement. It is separate from returning the purchased goods. Any pallet deposit or exchange arrangement must be expressly agreed and disclosed before purchase; it is not imposed automatically by this policy.

Pack glass securely with suitable protection. The original packaging is recommended if available, but is not a condition of withdrawal. You may inspect the goods as you would reasonably do in a shop. You may be responsible for a reduction in value caused by handling beyond what is needed to establish the nature, characteristics and functioning of the goods. We do not impose an automatic restocking fee.

4. Refunds following withdrawal

We refund payments received for the withdrawn contract, including the cost of the least expensive standard delivery option we offered for that order, without undue delay and no later than 14 calendar days after receiving your withdrawal statement. If you chose a more expensive delivery option, the extra cost need not be refunded.

Unless we have offered to collect the goods, we may withhold the refund until we receive the goods or evidence that they have been sent back, whichever happens first. We use the same payment method unless you expressly agree otherwise; no refund fee is charged.

For a partial withdrawal, we refund the price actually paid for the returned items, including their allocated share of the volume discount. We do not remove the discount from the items you keep solely because the remaining order value falls below the original threshold. Any legally due delivery refund is calculated according to the scope of the withdrawal and the applicable law.

5. Catalogue production and personalised goods

Standard catalogue goods remain eligible for statutory withdrawal even if we produce them after you order, including quantities ordered above current stock. A production lead time, a large quantity or delivery on a pallet does not make a product personalised.

The statutory exception applies only to non-prefabricated goods made to your individual specifications or goods clearly personalised for you, where the legal conditions for that exception are met. If a particular custom order falls within the exception, we tell you before the contract is concluded. This exception does not remove your rights if the goods are faulty or do not match the contract.

6. Glass damaged in transit

If safely possible, check the parcel or pallet at delivery. Ask the courier or pallet carrier to record visible damage, shortages or damaged packaging on a damage report or delivery document. Keep the packaging and delivery labels while the issue is being assessed, if this can be done safely.

Email us your order number, the affected products and quantities, and clear photos of the outer packaging, protective materials, labels and damaged goods. Include the carrier's damage report if one is available. Do not handle sharp glass or send broken glass back without safe packing instructions.

Please report damage as soon as possible, ideally within 48 hours of delivery or discovery. This is a practical recommendation to help preserve evidence for the carrier, not a deadline that removes statutory consumer or protected sole trader rights.

For consumers and protected sole traders, missing photos, the absence of a carrier report or reporting after that recommended time does not automatically remove statutory rights. You may complain directly to us; you do not have to obtain compensation from the carrier first. Ordinary business customers should also observe applicable inspection and notification requirements.

7. Faulty or non-conforming goods

For consumers and protected sole traders, we are responsible under the Polish Consumer Rights Act for a lack of conformity existing at delivery and becoming apparent within two years of delivery, subject to any longer period required by applicable law. Under Polish law, a lack of conformity appearing within that period is generally presumed to have existed at delivery unless that presumption is incompatible with the goods or the nature of the problem.

You may request repair or replacement. We may use the other remedy if your choice is impossible or would cause disproportionate costs. If both remedies are impossible or disproportionately costly, the law permits us to refuse them. Any repair or replacement must be free of charge, within a reasonable time and without significant inconvenience to you. We bear the necessary transport, labour and material costs and arrange collection at our expense where required.

You may request a proportionate price reduction or terminate the affected contract where the legal conditions are met. These include refusal or failure to provide an appropriate remedy, a continuing problem after an attempted remedy, a sufficiently serious lack of conformity, or circumstances showing that a timely remedy without significant inconvenience will not be provided. Termination is unavailable for an insignificant lack of conformity; under Polish law the lack of conformity is presumed significant.

For a valid price reduction, the amount due is refunded without undue delay and within 14 calendar days after receiving your statement. For valid termination due to non-conformity, we bear the return costs and refund the relevant price without undue delay and within 14 calendar days after receiving the goods or evidence of their return. The same payment method is used unless you agree to another cost-free method.

To complain, contact us with enough information to identify the purchase, describe the problem and state your requested remedy. Photos can help, but are not an automatic requirement for a valid claim. A receipt is not the only acceptable proof of purchase. We answer consumer complaints within 14 calendar days of receipt, on a durable medium such as email. Under Polish law, failure to answer a consumer complaint within the applicable 14-day period means it is considered accepted.

For protected sole traders, our contractual response time is also 14 calendar days. The statutory consequences of a missed deadline depend on the law applicable to that customer.

Small handmade variations described in the product information do not by themselves mean a product is faulty. This does not excuse unsafe goods or a departure from the agreed quality. Sale and Outlet goods keep statutory conformity protection. Any specific deviation must be disclosed and separately accepted where the law requires.

No separate commercial guarantee is created by this policy. If a product has an additional guarantee, its terms are supplied separately and do not replace your statutory remedies.

8. Ordinary business purchases

Ordinary business customers do not have a general 14-day statutory right to return goods simply because they change their mind. A voluntary return, exchange or cancellation must be agreed with us in writing. This includes any agreed fees, condition requirements and pallet arrangements.

Unless a lawful, separately agreed business contract states otherwise, statutory liability for defects under the Polish Civil Code (rękojmia) applies. This policy does not exclude that liability. Business customers must inspect goods and report defects in accordance with the applicable law, including Article 563 of the Polish Civil Code where it applies.

9. Optional model withdrawal form

Complete and send this form only if you wish to withdraw from the contract. You may copy it into an email or print it. You may also use any other clear withdrawal statement.

To: GLASSVERDE ECOGLASSWORKS Aneta Fistek, Łukasz Fistek Spółka Cywilna, VAT ID PL9930688656
Correspondence address: ECOGLASSWORKS, Zakład Produkcji Opakowań, Ładna 15, 33-156 Skrzyszów, Poland
Email: shop@ecoglassworks.eu

I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods:

Goods and quantity: ............................................................
Order number (if available): ............................................................
Ordered on (*) / received on (*): ............................................................
Name of consumer(s): ............................................................
Address of consumer(s): ............................................................
Signature of consumer(s), only if submitted on paper: ............................................................
Date: ............................................................

(*) Delete as appropriate. Protected sole traders may use the same form.

Version date: 28 September 2026.