Refund policy
RETURNS, REFUNDS AND COMPLAINTS POLICY
This Returns, Refunds and Complaints Policy applies to products purchased through OPLNT at oplnt.xyz.
Nothing in this policy limits any mandatory consumer rights available under Polish, European Union or other applicable consumer-protection laws.
1. Fourteen-Day Right of Withdrawal
Customers purchasing as consumers online may withdraw from their purchase without giving a reason within 14 days.
The withdrawal period begins on the day after:
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the customer, or a person designated by the customer other than the carrier, receives the product; or
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the last product is received where multiple products from one order are delivered separately.
To exercise the right of withdrawal, the customer must clearly inform us of the decision before the 14-day period expires.
A return request can be started through:
Customers may also contact us at:
2. Sending the Product Back
After notifying us of the withdrawal, the customer must send the product back without unnecessary delay and no later than 14 days after submitting the withdrawal request.
Return instructions and the applicable return address will be provided through the customer account portal or by email.
Customers may inspect and try on clothing in the same way they reasonably could in a physical shop.
Returned products should be clean, unwashed and free from stains, fragrances, damage, pet hair or other signs of use beyond what is necessary to inspect the product. Original tags should remain attached where reasonably possible.
The customer may be responsible for any reduction in the product’s value resulting from handling beyond what was necessary to establish its nature, characteristics and fit.
3. Return Shipping Costs
For ordinary change-of-mind or size-related returns, the customer is responsible for the direct cost of returning the product.
We recommend using a tracked shipping method and keeping proof of postage.
OPLNT will cover reasonable return shipping costs where:
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the product is faulty or damaged;
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the wrong product was delivered;
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the wrong size was delivered compared with the size ordered; or
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applicable law otherwise requires us to cover the cost.
Packages sent to us using cash on delivery may be refused.
4. Refunds
We will process the refund without unnecessary delay and no later than 14 days after receiving the customer’s withdrawal notice.
We may withhold the refund until:
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we receive the returned product; or
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the customer provides evidence that the product was sent back,
whichever occurs first.
Refunds will be made using the same payment method used for the original purchase unless the customer expressly agrees to another method. The customer will not be charged a fee for receiving the refund.
When the customer withdraws from the entire order, the refund will include:
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the price paid for the returned products; and
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the cost of the least expensive standard delivery option offered for the order.
Additional costs resulting from choosing express, premium or another more expensive delivery option will not be refunded beyond the cost of our least expensive standard delivery option.
Any lawful deduction for reduced product value will be explained to the customer.
5. Size Exchanges
A product being the wrong fit is not considered a defect where the size delivered matches the size ordered.
Customers may request a size exchange through:
Exchanges depend on product availability. Where the requested size is unavailable, the customer may return the product under the 14-day withdrawal procedure.
We may also instruct the customer to return the original product for a refund and place a new order in the required size.
6. Faulty, Damaged or Incorrect Products
Customers who receive a faulty, damaged or incorrect product should contact us through https://account.oplnt.xyz or oplntstudios@gmail.com.
To help us resolve the matter efficiently, customers should provide:
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the order number;
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a description of the problem; and
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clear photographs or videos showing the issue where reasonably possible.
Customers are encouraged to report visible delivery damage within seven days. However, this request does not limit statutory rights relating to products that do not conform to the contract.
Depending on the circumstances and applicable law, the customer may be entitled to:
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repair;
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replacement;
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an appropriate price reduction; or
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cancellation of the contract and a refund.
The appropriate remedy will be determined in accordance with applicable consumer law. Damage resulting from misuse, improper washing, failure to follow care instructions, normal wear and tear or alterations made by the customer is not treated as a product defect.
7. Delayed or Lost Shipments
Delivery estimates are provided in our Shipping Policy and during checkout.
Customers should contact us if an order has not arrived within the displayed delivery period. We will investigate the shipment with the carrier.
Where an order is confirmed as lost before delivery, we will offer an appropriate replacement or refund in accordance with applicable law.
Where delivery has not occurred within an agreed delivery period, the customer may provide us with an additional reasonable period for delivery. If delivery still does not occur within that additional period, the customer may be entitled to cancel the order and receive a refund.
Announcements that a collection or product has sold out do not automatically change the delivery period for orders already accepted. Any production-based or preorder delivery period will be clearly disclosed before the customer places the order.
8. Packages Marked as Delivered
If tracking shows that a package was delivered but the customer has not received it, the customer should:
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check the delivery location and surrounding area;
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check with household members, neighbours or building reception;
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contact the carrier where appropriate; and
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contact OPLNT through the customer account portal.
We will review the tracking information and cooperate with the carrier where reasonably possible.
Responsibility will be determined based on the delivery evidence, the circumstances of the shipment and applicable law. Nothing in this section excludes responsibility that cannot legally be excluded.
9. Products Excluded from the Right of Withdrawal
The statutory right of withdrawal may not apply to:
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products made to the customer’s specifications;
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clearly personalised products; or
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other products legally excluded from withdrawal under applicable consumer law.
An exclusion will apply only where the legal requirements for that exclusion are satisfied and the customer was informed before purchasing.
Sale, promotional or discounted products are not excluded from withdrawal merely because their price was reduced.
This section does not remove the customer’s rights where an excluded product is faulty, damaged or not as described.
10. International Orders
A product is not automatically excluded from return or refund merely because it was delivered outside Poland.
Customers located in the European Union retain their mandatory EU and national consumer rights.
For returns from outside Poland, the customer is responsible for correctly declaring the shipment as returned merchandise and following any customs instructions provided to them.
Customs duties or import taxes paid directly to government authorities or carriers may need to be reclaimed from the relevant authority and are not always refundable by OPLNT.
11. Starting a Return or Complaint
All return, withdrawal, exchange and product complaint requests should be started through:
Alternatively, customers may contact:
Please include the order number and sufficient information for us to identify and process the request.
12. Business and Return Information
Registered business address: oplntstudios@gmail.com
Return address: tymienieckiego 32 lodz
Email: oplntstudios@gmail.com
Website: https://oplnt.xyz