Last Updated: July 2026
At Istota Formy, we take great pride in creating handcrafted sculptures with exceptional attention to detail. Every piece is carefully inspected before shipment to ensure it meets our quality standards.
If, however, your purchase does not meet your expectations, this Refund & Returns Policy explains your rights regarding returns, refunds, replacements, and damaged or defective products.
Nothing in this Policy limits or excludes any mandatory consumer rights provided under the laws of the European Union or the Republic of Poland.

1. Right of Withdrawal
Consumers have the right to withdraw from a distance purchase within 14 calendar days of receiving their order, without providing any reason.
To exercise this right, you must notify us of your decision before the withdrawal period expires.
Email
istotaformy@outlook.com

2. Return Conditions
Returned products should:
•    be returned within the applicable withdrawal period;
•    be in good condition;
•    show no signs of use beyond what is necessary to examine their nature, characteristics, and functionality;
•    be returned in their original packaging whenever reasonably possible.
If the value of the product has been reduced due to handling beyond what is reasonably necessary, we may reduce the amount refunded in accordance with applicable consumer protection laws.

3. Return Shipping Costs
For approved returns, Istota Formy covers the cost of return shipping.
Before returning any product, please contact our Customer Support team to receive return instructions.
Items returned without prior communication may require additional processing time.

4. Damaged, Defective, or Incorrect Products
If the product you receive:
•    arrives damaged;
•    has a manufacturing defect;
•    differs from the item you ordered,
please contact us as soon as possible.
To help us process your request efficiently, please provide:
•    your order number;
•    photographs of the product;
•    photographs of the packaging, where applicable;
•    a brief description of the issue.
After reviewing your claim, you may choose between:
•    a replacement product; or
•    a full refund.
For approved claims, Istota Formy will cover all reasonable costs associated with the return and replacement process.

5. Inspection of Returned Products
All returned items are inspected after arrival.
Once we confirm that the returned product satisfies the conditions outlined in this Policy, we will proceed with the refund or replacement.
Where permitted by law, refunds may be reduced if the product has been used beyond what is necessary to inspect it.

6. Refund Process
Approved refunds are issued within 14 business days after the returned product has been received and inspected.
Refunds will be made using the same payment method originally used for the purchase unless another method has been agreed upon.
The time required for funds to appear in your account may vary depending on your payment provider or financial institution.

7. Product Exchanges
Where possible, customers may request an exchange instead of a refund.
If the requested product is unavailable, we will contact you to discuss suitable alternatives.

8. Returns That May Not Qualify
A full refund may not be available if the returned product:
•    has been damaged after delivery;
•    shows excessive wear or misuse;
•    has lost value due to improper handling beyond what is necessary for inspection.
These provisions do not affect any mandatory consumer rights under applicable law.

9. Return Procedure
The standard return process consists of the following steps:
•    contacting Customer Support;
•    receiving return instructions;
•    returning the product;
•    inspection of the returned item;
•    refund or replacement, where applicable.
We aim to complete every return request as efficiently and fairly as possible.

10. Consumer Rights
Nothing in this Policy limits or excludes any rights granted to consumers under applicable European Union or Polish consumer protection legislation.
Where mandatory legal provisions apply, those provisions shall prevail over this Policy.

11. Contact Us
If you have any questions regarding returns, refunds, exchanges, or complaints, please contact us.
ISTOTA FORMY SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
Email
istotaformy@outlook.com
Telephone
+48 794 224 425
Our Customer Support team will be pleased to assist you.