RETURNS & COMPLAINTS
At Anna Kara, we strive to ensure that every purchase meets your expectations.
If you need assistance with a return or wish to submit a complaint, our team will be happy to guide you through the process. Please contact us at shop@annakara.com and we will be pleased to help.
Please find detailed information regarding returns, refunds and complaints below.
RIGHT OF WITHDRAWAL
You have the right to withdraw from your purchase within 14 days of receiving your order without giving any reason.
To exercise your right of withdrawal, you must inform us of your decision within 14 days of receiving the goods by sending a completed Withdrawal Form to shop@annakara.com.
After notifying us of your decision to withdraw from the purchase, you have a further 14 days to return the item(s) to us.
RETURN SHIPPING
Customers are responsible for the cost of returning items.
If you prefer, we can provide a prepaid return shipping label upon request. In such cases, the cost of the return shipment will be deducted from your refund.
You may also arrange and pay for the return shipment independently using a carrier of your choice.
Returned items must be shipped within 14 days of informing us of your withdrawal from the purchase.
REFUNDS
Once we receive and inspect the returned item(s), we will process your refund using the same payment method used for the original purchase.
The refund will include all payments received from you, including the standard cost of delivery to you, where required by applicable consumer protection laws.
If you request a prepaid return shipping label from us, the cost of the return shipment will be deducted from your refund.
Any additional costs resulting from the customer's choice of a delivery method other than the least expensive standard delivery option offered by us are non-refundable.
Refunds will be processed within 14 days of receiving the returned item(s) or proof that they have been shipped back.
NON-RETURNABLE PRODUCTS
Certain products are excluded from the right of withdrawal and cannot be returned.
This applies in particular to:
- products made according to the customer's specifications;
- personalised or custom-made products;
- products altered or manufactured specifically at the customer's request.
Such products will be clearly identified on the product page before purchase.
COMPLAINTS
If you receive a defective, damaged or incorrect product, please contact us as soon as possible at:
To help us process your complaint quickly, please provide:
- your order number;
- a description of the issue;
- photographs showing the defect, damage or incorrect item received.
We will review your complaint and respond as soon as possible.
If the complaint is accepted, we will cover all reasonable costs related to the return, replacement or repair of the product.
RETURN ADDRESS
ANNA KARA
Bodziszkowa 12
30-223 Kraków
Poland
Tel. +48 530 662 160
E-mail: shop@annakara.com
ADDITIONAL INFORMATION
The information provided on this page is intended as a practical guide to returns, refunds and complaints.
For comprehensive information regarding consumer rights, withdrawal from the contract, complaints procedures and applicable legal provisions, please refer to our Terms & Conditions.