Returns and exchanges

Returns and exchanges

You are entitled to a refund within 14 days. You will receive a refund, depending on the method of payment, to your account or a return operation via the selected service within 14 days from the date of handing over the goods. The condition for accepting the return is the handover of the unused goods. Shipment of the returned goods takes place at the expense of the returning person, by any carrier.


In accordance with applicable regulations, a customer who makes a distance purchase, outside the Pekalla showroom, has the right to withdraw from the sales contract and return the goods without giving a reason.

The deadline to withdraw from the contract for the sale of goods expires after 14 days from the day of receipt of the shipment with the goods ordered by you.

Instructions for returning the goods:

To exercise the right to withdraw from the contract for the sale of goods, inform the seller of the decision to withdraw from the contract for the sale of goods by means of an unequivocal statement (e.g. by sending via form with the name, surname and order number as well as information about the products you wish to return.

To meet the deadline to withdraw from the contract for the sale of goods, it is enough for you to send information regarding the exercise of your right to withdraw from the contract for the sale of goods before the deadline to withdraw from the contract for the sale of goods.

Within 14 days from the date on which you can submit a declaration of withdrawal from commercial goods and related to trade with the ordered goods.

Shipping via courier:

a) Pack the items you wish to return carefully to make sure they will not be damaged in transit. You can use the collective carton in which you received the order, or any other.

– Attach the printed and completed return form to the package

b) Send your products.

Address for returns:

PEKALLA A. Pękała, E. Pękała Spółka Cywilna Aleja Warszawska 239, 39-400 Tarnobrzeg, Poland

With a note: “RETURN”.

We would like to kindly inform you that the goods being returned cannot show signs of use. It should have the original manufacturer’s packaging. In the case of shipping the returned goods, please carefully protect the package so that it does not get damaged or destroyed in transit.

The reimbursement of payments made by you will be made immediately, and in any case not later than within 14 days from the date of receipt of the declaration of withdrawal from the sales contract.

The reimbursement will be made using the same payment methods that you used in the original transaction, unless you expressly agree to a different method of reimbursement. In any event, you will not incur any fees related to this return.

The seller may withhold the reimbursement of payments received from you until you have received the returned goods or you have provided proof of the return of the goods.


In order to submit a complaint, please follow the instructions below:

A complaint may be submitted, inter alia, by completing the complaint form and sending it together with the product and proof of purchase or by submitting a complaint in person at Pekalla showroom.

The completed form or declaration of the submitted complaint should be printed and signed.

The goods under complaint, together with a completed complaint form or a statement about the submitted complaint, should be sent to the following address: Al.Warszawska 239, 39-400 Tarnobrzeg, Poland with a note: “COMPLAINTS” or submit it in person at the Pekalla showroom.

The complaint will be considered within 14 days from the date of delivery of the advertised product and the completed form to Pekalla. You will be notified of the decision by e-mail or telephone.

In the case of shipment of goods purchased in the Online Store, the product will be sent to the address provided when placing the order.

The Seller informs you about the possibility of using out-of-court methods of dealing with complaints about the Goods, including by submitting an application to initiate mediation or an application for consideration of a case before an arbitration court after the end of the complaint procedure (the application can be downloaded from the website The list of Permanent Consumer Arbitration Courts operating at the Provincial Inspectorates of the Trade Inspection is available on the website: Out-of-court redress after the complaint procedure is completed is free of charge. In the case of a Customer who is a consumer, who wants to use an out-of-court method of redress, there is an additional option of submitting a complaint via the EU ODR online platform, available at

Return form – downloadable.

Complaint form – downloadable.

If you have additional questions related to complaints, please contact our Sales Specialist:

Dostawa i Płatności

shipping and Payment

We ship our products all over the world. More information about payments can be found:

Before shipment, all products are carefully checked and properly secured. Each order is marked with an appropriate sticker, thanks to which it is treated with special care.

The crystal products should arrive at you in perfect condition. However, if something does happen, rest assured, the transport is insured.

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