Refund policy

Returns & Cancellations

Most of our pieces are made to order and produced individually in our atelier.

For this reason, custom-made and made-to-order items are excluded from returns and refunds, unless the item arrives damaged or defective.

This applies in accordance with EU consumer law (§312g Abs. 2 Nr. 1 BGB), which excludes goods made to the consumer’s specifications or clearly personalized from the right of withdrawal.

If you are unsure whether your item is made to order, please contact us before placing your order.

Ready-to-Ship Items

For items that are explicitly marked as ready to ship, we offer a 14-day return period starting from the day you receive the item.

To be eligible for a return:

• The item must be unused and in the same condition as received
• It must be returned in its original packaging
• Proof of purchase is required

Return shipping costs and responsibility lie with the customer.

Returned items will be inspected before any refund is issued.

European Union – Right of Withdrawal

For EU customers, the statutory 14-day cooling-off period applies only to non-custom, ready-to-ship items.

The right of withdrawal does not apply to:

• made-to-order items
• custom or personalized pieces
• items produced specifically for the customer

Damages & Transport Issues

Please inspect your order immediately upon delivery.

If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at

📧 info@jakubkubica.com

including clear photos of:

• the item
• the packaging
• the shipping label

We will assess the issue and arrange a repair, replacement, or refund where appropriate.

Exchanges

As most pieces are made to order, we generally do not offer direct exchanges.

If an exchange is approved in exceptional cases, production and shipping costs may apply.

Refunds (where applicable)

If a refund is approved:

• it will be processed to the original payment method
• processing may take up to 10 business days

Approved refunds are subject to:

• a 15% operational fee
• full return shipping costs covered by the customer
• return using the same safe shipping method as delivery

Questions

If you have any questions regarding returns, production methods, or your specific item, please contact us before ordering. We’re happy to clarify everything in advance.

📧 info@jakubkubica.com