Refund policy
Last updated: August 15, 2025
Contact for returns: zwroty@makanalogistyka.pl
Returns address: Makana Sp. z o.o., Zielniczki 5, 63-000 Sroda Wielkopolska, Poland
On the package/label add: "Agata Serge" to ensure correct routing.
1. WHAT’S COVERED & WHO CAN RETURN
- EU/UK – 14-day withdrawal (cooling-off). If you are a consumer in the EU/UK, you may withdraw from your online purchase within 14 days from delivery, without giving a reason, subject to the statutory exceptions below and the condition rules in §3.
- Outside EU/UK – change-of-mind returns. All sales are final (no change-of-mind returns) outside the EU/UK. This does not affect any statutory rights in your jurisdiction.
Pre-orders. Pre-orders ship on the date shown on the product page. EU/UK consumers retain the 14-day withdrawal right from delivery. Outside EU/UK, pre-orders are final except for DOA/defective items per §4.
Personalized items (EU/UK): Items made to your specification or clearly personalized (e.g., a book signed with a customer-requested dedication) are non-returnable under the statutory withdrawal right. This does not affect your statutory remedies for defects.
2. HOW TO START A RETURN (EU/UK; or DOA cases outside EU/UK)
1) Email us first: zwroty@makanalogistyka.pl — include your order number and reason for return. For damage/incorrect item, attach photos of the outer box, inner packaging and the item(s).
2) Wait for our return confirmation email with instructions. Items sent without authorization may be refused.
3) Pack securely. Use suitable packaging to prevent damage in transit. Include your order number inside the parcel.
4) Address the parcel to the Returns address above and write “Agata Serge” on the label for correct routing.
5) Timing:
- EU/UK withdrawal: send the goods back within 14 days after you notified us of withdrawal.
- DOA/defect claims: send as instructed in our confirmation email.
6) Use a trackable service and keep proof of posting. You are responsible for the parcel until we receive it.
3. CONDITION OF RETURNED ITEMS (EU/UK)
Returned books must be as-new, unused and free from marks, dents, bends, scratches or other signs of handling, and include all components and packaging supplied with the shipment. You may handle the book only as necessary to establish its nature, characteristics and functioning, as in a physical bookstore.
If an item is returned with loss of value due to handling beyond what is necessary, we may reduce your refund to reflect that loss (up to the full price where the book is no longer saleable). This does not affect your statutory remedies for faulty goods.
4. FAULTY / DOA (DAMAGED OR INCORRECT ON ARRIVAL)
EU/UK consumers – statutory remedies. If your item is faulty, damaged, or non-conforming, contact zwroty@makanalogistyka.pl. We will provide the remedies required by law: repair (where feasible) or replacement within a reasonable time and without significant inconvenience. For books, repair is generally not possible; if repair is not feasible or replacement is unavailable (e.g., sold out or limited edition), you may be entitled to a price reduction or refund. Please notify us as soon as possible after delivery if damage is visible on arrival and include photos; this request is for handling carrier claims and does not affect your statutory rights.
Outside EU/UK – DOA window. If your item arrives damaged or incorrect, email zwroty@makanalogistyka.pl within 7 days of delivery with photos of the outer box, inner packaging and the item(s). Keep all packaging. Approved DOA claims will be remedied by replacement or refund (at our discretion). Replacement is subject to availability for limited editions; if unavailable, we will refund. Claims after the 7-day window may be declined. Damage occurring after delivery due to handling, storage or misuse is not eligible for DOA treatment.
5. RETURN SHIPPING, RISK & CUSTOMS
- You pay for return shipping unless we say otherwise (e.g., confirmed defect/incorrect item).
- Use a trackable service; you are responsible for the parcel until we receive it.
- We do not accept COD/freight‑collect returns; parcels sent with charges payable on delivery may be refused.
- On the label: write “Agata Serge” for correct routing.
- International returns: clearly mark the parcel “Return – goods of EU origin” (or equivalent) to avoid customs charges. Any import duties/VAT or fees we incur due to incorrect return declarations may be deducted from your refund.
6. REFUNDS (HOW & WHEN)
- EU/UK withdrawal: We refund without undue delay and no later than 14 days from your notice of withdrawal; we may withhold the refund until we receive the goods or you provide proof of return, whichever is earlier. Refunds include the cost of the least expensive standard outbound shipping we offer; any premium delivery upgrades are non-refundable. Return postage is your responsibility unless we say otherwise.
- Defects/DOA: Refunds or replacements are processed after inspection/approval.
- Method: Refunds are made to your original payment method. After we approve the refund, please allow up to 10 business days for your bank/card issuer to post it. If more than 15 business days have passed since our approval, contact zwroty@makanalogistyka.pl.
- Currency: Refunds are processed in the same currency as the original charge; your bank/card issuer may apply its own exchange rate and fees.
- Exchanges: We don’t offer direct exchanges. If you need a different item, please place a new order once your return is accepted.
7. MODEL WITHDRAWAL FORM (EU/UK)
Send email to: zwroty@makanalogistyka.pl
You can copy/paste this text into an email:
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on: / received on:
Name of consumer:
Address of consumer:
Date:
8. QUESTIONS
For any questions about returns, refunds or defects, contact zwroty@makanalogistyka.pl.