Refund Policy
RETURNS AND COMPLAINTS POLICY
Returns and exchanges
The products offered in the Shop are new, made to individual order according to the specifications chosen by the Customer, in accordance with the concluded contract, and have been legally introduced to the market of the Republic of Poland.
RIGHT OF WITHDRAWAL
In accordance with Article 38(3) of the Act of 30 May 2014 on Consumer Rights, the right to withdraw from a distance contract does not apply to the Consumer if the subject of the performance is a non-prefabricated item, manufactured according to the Consumer's specifications or intended to satisfy their individualised needs.
Products offered in the Shop – as they are made to order in accordance with the Customer's individual specifications – are not subject to return without providing a reason.
However, a Customer who is a Consumer or an entity referred to in § 10 of the Terms and Conditions has the right to lodge a complaint regarding the non-conformity of the goods with the contract (e.g., in the case of incorrect workmanship, incorrect size, or damage to the product). In such a situation:
First, the Customer submits a complaint, which is then reviewed by the Seller,
The Seller may make corrections, repairs, or replace the product,
Only if repair or replacement is not possible or ineffective does the Customer have the right to withdraw from the contract and obtain a refund of the price – in accordance with the provisions of the Act.
Complaints should be sent to the email address: reklamacje@ivamats.com
For standard products, such as cloths, protectors, car hangers, and other non-personalised products:
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right of withdrawal, you must inform us (EVAMATS Sp. z o.o. ul. Strzelca 42, 80-299 Gdańsk, Poland, tel. +48 730 428 913, reklamacje@ivamats.com) of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post, fax, or email). You may use the model withdrawal form, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
Please send back the goods or hand them over to us (EVAMATS Sp. z o.o. ul. Strzelca 42, 80-299 Gdańsk, Poland) without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
The consumer's right to withdraw from the contract is excluded in the case of:
- a contract where the subject of the performance is a non-prefabricated item, manufactured according to the consumer's specifications or intended to satisfy their individualised needs.
1. WARRANTY CLAIMS
1.1. All Products offered in the Shop are covered by the Seller's warranty valid within the territory of the Republic of Poland.
1.2. The warranty period for Products is 12 months, calculated from the date of delivery of the Product to the Customer.
1.3. The document entitling the holder to warranty protection is the warranty card or proof of purchase.
1.4. The guarantor's details, detailed information on goods covered by the warranty, its duration, and warranty conditions, as well as the rights available to the Customer under the warranty, are contained in the warranty card attached to the Product or made available on the Shop's website.
1.5. The warranty does not exclude the rights of the Consumer or the entity referred to in § 10 of the Terms and Conditions, resulting from the provisions of the Consumer Rights Act of 30 May 2014, regarding the non-conformity of the Product with the sales contract, which are granted by law.
2. CLAIMS FOR PRODUCT NON-CONFORMITY WITH THE CONTRACT
2.1. The basis and scope of the Seller's liability towards a Customer who is a Consumer or an entity referred to in § 10 of the Terms and Conditions for the lack of conformity of the Product with the contract are defined in the Act of 30 May 2014 on Consumer Rights.
2.2. The basis and scope of the Seller's liability towards a Customer who is an Entrepreneur, as referred to in § 9, for warranty for defects are defined in the Act of 23 April 1964 – Civil Code.
2.3. The Seller is liable for any lack of conformity of the Product with the contract that exists at the time of its delivery and is revealed within 2 years from that time, unless the shelf life of the Product specified by the Seller or the manufacturer is longer.
2.4. Complaint notifications can be sent:
– by email to: reklamacje@ivamats.com
– in writing to:
Evamats Sp. z o.o.
ul. Strzelca 42
80-299 Gdańsk
Poland
2.5. The complaint notification should provide as much information and circumstances regarding the subject of the complaint as possible, in particular:
– type and date of the irregularity,
– photographic documentation (if possible),
– contact details.
2.6. In order to assess the irregularity and non-conformity of the Product with the contract, the Consumer or the entity referred to in § 10 of the Terms and Conditions is obliged to make the Product available to the Seller – the Seller will collect it at their own expense.
2.7. The Seller will respond to the complaint notification without undue delay, no later than 14 days from the date of its receipt. In the event that additional information, technical opinion, or expert assessment is required, this period may be extended, of which the Customer will be informed.
2.8. In the case of a complaint from a Customer who is a Consumer or an entity referred to in § 10 of the Terms and Conditions, the lack of a response within 14 days is equivalent to accepting the complaint – provided that the Seller has not previously informed about the need to extend the period.
2.9. A Customer who is a Consumer or an entity referred to in § 10 may primarily demand the repair or replacement of the Product. The Customer may demand a price reduction or withdrawal from the contract only in cases indicated in the Consumer Rights Act (e.g., when the non-conformity is significant, when the Seller has refused to bring the goods into conformity with the contract, or when the non-conformity persists despite repair attempts).
2.10. In the case of an accepted complaint, the Seller:
a. covers the costs of repair or replacement and re-delivery of the Product to the Customer,
b. reduces the price of the Product in proportion to the value and refunds the difference within 14 days of receiving the statement,
c. in the case of withdrawal from the contract – refunds the full price of the Product within 14 days of receiving the returned goods or proof of their dispatch; the cost of return is borne by the Seller.
2.11. The response to the complaint will be provided to the Customer in writing or on a durable medium, e.g., email or SMS.
Exact colour reproduction is an art, not an exact science.
We make every effort to show the colours of our materials accurately. However, several technical and environmental factors can affect how a shade appears:
Screen settings.
Every phone, tablet and monitor displays colour differently depending on its technology, brightness, contrast and colour temperature. For example, OLED screens often show colours more vividly than LCD screens.
Lighting and surroundings.
A colour may look different under natural and artificial light, and at different light intensities. A shade can appear lighter in daylight than under indoor lighting.
Material texture.
The EVA material used for our mats has a distinctive texture and relief. This can create optical effects that make the colour look different depending on the viewing angle.
Every mat is made with close attention to detail and quality. If you are unsure which shade to choose, contact us and we will be happy to help.