Returns and complaints

You are dealing here with two different situations and procedures:

• Withdrawal from the contract – you have 14 days from receiving the package to change your mind, without providing a reason. This applies to unused products from our standard offer.
• Complaint – if the product is defective or does not match the description. You can file a claim within 2 years of purchase.

Some of our Products are excluded from the right of withdrawal – details below.

A. Withdrawal from the contract (14 days)

1. A Customer who is a Consumer has the right to withdraw from the contract within 14 days from the day of receiving the order, without providing a reason. To report a withdrawal from the contract, please contact us at the e-mail address: contact@wishbone.pl, and then send the Seller a declaration of withdrawal from the contract in written form (link to the form). Although not mandatory, we would be very pleased if you would share the reason for the return. We want to constantly improve our products, and your feedback can really help us with that.
2. After performing the steps described in point 1, the Customer may return the product, which shows no signs of use. The product must be in the condition in which the Customer received it and in its original packaging. A receipt or other proof of purchase is required to exercise the right of withdrawal. Prior notification of the Seller about the withdrawal (point 1) is crucial so that we can correctly register the return in the system, assign it to a specific order, and ensure that the returned product is not skipped or lost in the handling process.
3. Online withdrawal. You can also submit a declaration of withdrawal electronically — without logging in — in the "Withdrawal from the contract" section on our website. Simply provide the data identifying the order (e.g., order number, e-mail address, and surname); you will immediately receive an automatic confirmation of receipt of your declaration with the date and time. You can withdraw from the entire order or part of it. This does not limit the ability to withdraw by e-mail or using the form described above. Remember that submitting a declaration does not automatically mean that the right of withdrawal applies — Excluded products (see section B) are not subject to return despite a correct notification. We provide this functionality in accordance with the requirements of Directive (EU) 2023/2673.
4. Reduction in product value. The consumer is liable for the reduction in the value of the Product resulting from using it in a way that goes beyond what is necessary to establish its nature, characteristics, and functioning (Art. 34(4) of the Consumer Rights Act). If the returned product shows signs of use — in particular, scratches, deformations, oxidation caused by contact with sweat or cosmetics, mechanical damage — we are entitled to deduct an amount corresponding to the reduction in the Product's value from the refund. We assess each such situation individually and inform the Customer, providing a justification.
5. If your return is approved by us, we will refund the funds using the same method that was used for the payment. For orders paid in full or in part with a Wishbone gift card, the funds will be refunded in the form of a Wishbone gift card. Wishbone gift cards are available in physical and electronic form and have a specific expiration date. If the card is not used before its expiration date, please contact us at: contact@wishbone.pl.

B. Products excluded from the right of withdrawal

Some Products in our offer are excluded from the 14-day right of withdrawal. Information about a given Product being subject to exclusion can be found on the Product page in the Store. The exclusion is based on two legal grounds:

Products made to individual order (Art. 38 point 3 of the Consumer Rights Act)

Every such Product is made in our workshop by hand — forged or cast — only after an order is placed, without maintaining stock, according to the individual specification of the Consumer (e.g., size, length, finish). For this reason, it is treated as a non-prefabricated item, manufactured according to the Consumer's specification and serving to satisfy their individualized needs. This applies in particular to:

• gold jewelry (585 fineness and others),
• hand-forged silver,
• other Products created only after an order is placed.

These types of Products are not subject to return or exchange. Please shop carefully — if you have doubts about the size, model, or length, write to us before placing an order, and we will be happy to advise you.

Earrings and jewelry for pierced body parts (Art. 38 point 5 of the Consumer Rights Act)

Earrings and other jewelry for pierced body parts are delivered in sealed packaging with a hygiene seal. After breaking or tampering with the seal, the Product is not subject to return for reasons of hygiene and health protection. A return is possible only if the seal remains intact.

C. Complaint (2 years)

1. A Customer who is a Consumer has the right to file a complaint due to the Product's non-conformity with the Contract within 2 years from the date of receiving the order, on the terms set out in Art. 43a–43g of the Consumer Rights Act.
2. Regardless of the above, the Seller grants the Customer an additional quality guarantee for a period of 180 days from the date of purchase for Products purchased starting from February 26, 2025. The guarantee covers defects resulting from the manufacturer's fault (details in § 12 of the Regulations).
3. To file a complaint, please contact us at the e-mail address: contact[@]wishbone.pl. The report must include details regarding the order and a description of the problem (preferably with photos). The Seller processes the complaint within 14 days from the date of its receipt.
4. What is not a product defect. Remember that some features of jewelry result from the natural properties of the materials and do not constitute a defect within the meaning of Art. 43b of the Consumer Rights Act:
   • natural darkening (oxidation) of 925 silver in contact with air, moisture, sweat, cosmetics, perfumes, and chlorine — patina can be removed with a silver cloth or a bath in a silver cleaning agent;
   • natural wear of the gold-plating layer occurring during the process of wearing;
   • natural differences in appearance, shape, texture, and color of pearls and natural stones.
   You can find more about how to care for jewelry on the Jewelry Care page.

D. Orders before February 26, 2025

Returns and complaints concerning products purchased before February 26, 2025, i.e., before the transfer of the "Wishbone" brand to the current Seller, will be redirected to the previous owner of the brand. The current Seller is responsible for returns and complaints only for orders placed starting from February 26, 2025. This provision is temporary and is valid until February 27, 2027, after which it may be removed or modified.

E. Shipping address

Please send returns and complaints to the following address:

Kwiaciarnia Magnolia, ul. Strzegomska 208, 54-432 Wrocław

Cash-on-delivery shipments and those requiring collection at a designated point are not accepted by us. Please ship via courier or deliver in person to the address indicated above. The costs of returning the goods to the seller are covered by the Customer.