Returns and Complaints

Here you will encounter two different situations and procedures:

• Withdrawal from the contract – you have 14 days from receiving the package to change your mind, without giving a reason. This applies to unused products from our standard offer.
• Complaint – if the product is faulty or not as described. You can submit it 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 date of receipt of the order, without giving a reason. To notify us of withdrawal from the contract, please contact us at contact@wishbone.pl, and then send the Seller a written statement of withdrawal from the contract (link to the form). Although it is not obligatory, we would be very grateful if you would share the reason for the return. We want to continuously improve our products, and your feedback can genuinely help us with this.
2. After completing the steps described in point 1, the Customer may send back the product, which must show no signs of use. The product must be in the same condition as 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 withdrawal to the Seller (point 1) is crucial for us to correctly register the return in the system, assign it to a specific order, and ensure that the returned product is not overlooked 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. You just need to provide the order identification details (including order number, email 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 possibility of withdrawal by email or using the form described above. Please remember that merely submitting the declaration does not determine whether the right of withdrawal applies – excluded Products (see section B) are not subject to return despite correct notification. We provide this function in accordance with the requirements of Directive (EU) 2023/2673.
4. Decrease in product value. The Consumer is liable for any diminished value of the Product resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Product (Article 34 para. 4 of the Consumer Rights Act). If the returned product shows signs of use – particularly scratches, deformations, oxidation caused by contact with sweat or cosmetics, mechanical damage – we are entitled to deduct from the refund amount an amount corresponding to the diminished value of the Product. We assess each such situation individually and inform the Customer with justification.
5. If your return is approved by us, we will issue a refund using the same payment method as the original purchase. For orders paid in whole 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 specified 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 from our offer are excluded from the 14-day right of withdrawal. Information about the exclusion of a given Product can be found on the Product page in the Store. The exclusion results from two legal bases:

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

Each such Product is handcrafted in our workshop – forged or cast – only after the order is placed, without maintaining stock, according to the Consumer's individual specification (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 meet their individualized needs. This applies in particular to:

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

Such Products are not subject to return or exchange. Please make thoughtful purchases – if you have doubts about the size, model, or length, please write to us before placing an order, and we will be happy to advise you.

Earrings and jewelry for pierced areas (Article 38 point 5 of the Consumer Rights Act)

Earrings and other jewelry for pierced areas are delivered in a sealed package with a hygienic seal. After the seal is broken or compromised, the Product is not returnable for hygiene and health protection reasons. 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 Agreement within 2 years from the date of receipt of the order, according to the principles set out in Articles 43a–43g of the Consumer Rights Act.
2. Notwithstanding 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 from February 26, 2025 onwards. The guarantee covers defects resulting from manufacturer's fault (details in § 12 of the Regulations).
3. To file a complaint, please contact us at contact@wishbone.pl. The complaint must include order details and a description of the problem (preferably with photos). The Seller will review the complaint within 14 days from the date of its receipt.
4. What is not a product defect. Please remember that some features of jewelry result from the natural properties of the materials and do not constitute a defect in the understanding of Article 43b of the Consumer Rights Act:
   • natural tarnishing (oxidation) of 925 sterling silver in contact with air, moisture, sweat, cosmetics, perfumes, and chlorine – patination can be removed with a silver polishing cloth or by immersion in a silver cleaning solution;
   • natural wear of the gold plating layer during use;
   • natural differences in the appearance, shape, texture, and color of pearls and natural stones.
   More about how to care for jewelry can be found on the Jewelry Care page.

D. Orders placed before February 26, 2025

Returns and complaints regarding 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 from February 26, 2025 onwards. 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 send by courier or deliver in person to the address specified above. The cost of returning the goods to the seller is covered by the Customer.