Returns and complaints

Returns and Complaints

You will encounter two different situations and procedures here:

• 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 report 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 withdrawal from the contract, please contact us at the email address: contact@wishbone.pl, and then send the Seller a written declaration 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 in this.
2. After completing the actions described in point 1, the Customer may send back the product, which shows 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 from the contract. Prior notification of withdrawal to the Seller (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 overlooked or lost in the handling process.
3. Decrease in product value. The Consumer is responsible for any decrease in the value of the Product resulting from using it in a manner exceeding what is necessary to ascertain its nature, characteristics, and functioning (Article 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 from the refund amount an amount corresponding to the decrease in the Product's value. We assess each such situation individually and inform the Customer with justification.
4. If your return is approved by us, we will refund the funds using the same method as the payment was made. For orders paid in whole or in part with a Wishbone gift card, funds will be refunded in the form of a Wishbone gift card.
5. Wishbone gift cards are available in physical and electronic form and have a specific validity period. If the card is not used before its expiry 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 from the contract. Information about a given Product being subject to exclusion can be found on the Product card in the Store. The exclusion results from two legal bases:

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

Any Product handmade in our workshop after an order is placed, without maintaining stock, is treated as a non-prefabricated item produced according to the Consumer's specifications. This applies in particular to:

• gold jewelry (585 and other purities),
• hand-forged silver,
• other Products created exclusively after placing an order.

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 tampered with, the Product is not subject to return for hygienic and health protection reasons. Returns are only possible if the seal remains intact.

C. Complaint (2 years)

6. 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 receipt of the order, on the terms specified in Articles 43a–43g of the Consumer Rights Act.
7. 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 the manufacturer's fault (details in § 12 of the Terms and Conditions).
8. To file a complaint, please contact us at the email address: contact@wishbone.pl or via Instagram: @wishbonefinejewellery. The complaint must include details of the order and a description of the problem (preferably with photos). The Seller will address the complaint within 14 days of its receipt.
9. 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 within the meaning 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 cloth or a silver cleaning solution;
• natural wear of the gold-plating layer occurring during wear;
• natural differences in the 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 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 brand owner. 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 address:

Kwiaciarnia Magnolia ul. Strzegomska 208 54-432 Wrocław

Cash-on-delivery shipments and those requiring pickup at a designated point are not accepted by us. Please send by courier or deliver in person to the address provided above. The cost of returning the goods to the seller is covered by the Customer.