COMPLAINTS AND RETURNS

General Provisions

1. This Returns and Complaints Policy sets out the rules for returning goods and submitting complaints regarding products purchased through the online store www.masterluxpro.pl, operated by JDG MasterLux Mykhailo Shevtsov, NIP (Tax Identification Number): 9512625877, hereinafter referred to as the "Seller".​
2. The provisions concerning consumer rights apply to:
   • Natural persons making purchases that are not directly related to their business or professional activities;
   • Natural persons conducting business activities who enter into contracts directly related to their business activities, provided that such contracts are not of a professional nature for them, in accordance with Article 7aa of the Polish Consumer Rights Act (hereinafter referred to as "Entrepreneurs with Consumer Rights").
3. For other business customers (B2B), the rules set out in Section 10 of this Policy and the applicable provisions of law shall apply.
4. This Policy does not exclude or limit any rights granted to Customers under mandatory provisions of law.

Right to Withdraw from the Contract

1. Consumers and Entrepreneurs with Consumer Rights have the right to withdraw from a distance sales contract without giving any reason within 14 days from the date of receiving the goods, subject to statutory exceptions.
2. If an order includes several products delivered separately, the 14-day period begins on the date the last product is received.
3. To exercise the right of withdrawal, the Customer must inform the Seller of their decision by making an unequivocal statement, for example:
   • By email;
   • By sending a letter to the Seller's address;
   • Through the contact form available at​ www.masterluxpro.pl.
4. To meet the withdrawal deadline, it is sufficient to send the statement before the 14-day period expires.
5. The Customer may use the withdrawal form provided at the end of this Policy, but its use is not mandatory.
6. Providing a reason for the return is voluntary and is not a condition for exercising the statutory right of withdrawal.

Conditions for Returning Goods

1. The Customer must return the goods without undue delay and no later than 14 days from the date of submitting the withdrawal statement.
2. Products must be properly secured during transportation to minimize the risk of damage.
3. We recommend that returned products be complete and, where possible, kept in their original packaging. The absence of the original shipping packaging does not, in itself, deprive the Customer of the statutory right of withdrawal.
4. The Customer is responsible for any reduction in the value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning, in accordance with applicable law.
5. In justified cases, the Seller may seek compensation corresponding to the actual reduction in the value of the goods, in accordance with applicable regulations.
6. The above rules do not affect the statutory exceptions to the right of withdrawal specified in Section 4.​

Returns of Cosmetic and Hygiene Products

1. Due to the specific nature of the cosmetic products sold, including hair dyes, developers, shampoos, conditioners, masks, and hair care and styling products, safety, hygiene, and packaging integrity are of particular importance.
2. Pursuant to Article 38(1)(5) of the Polish Consumer Rights Act, the right of withdrawal does not apply to goods supplied in sealed packaging which, after opening, cannot be returned for health protection or hygiene reasons, if the packaging was opened after delivery.
3. This exception applies only when the statutory conditions are met. Opening the external packaging alone does not automatically result in the loss of the right of withdrawal.
4. For other goods for which the right of withdrawal applies, any reduction in value resulting from use shall be assessed in accordance with applicable regulations.
5. Restrictions on the right of withdrawal do not affect statutory rights arising from the non-conformity of goods with the contract. The Customer has the right to submit a complaint even if the product packaging has been opened or the product has been used.
6. Products purchased during promotions are subject to the same statutory withdrawal and complaint rules as products purchased at regular prices.

Return and Delivery Costs

1. In the event of withdrawal from the contract without giving a reason, the Customer bears the direct cost of returning the goods to the Seller, unless the Seller has agreed to cover this cost or applicable law provides otherwise.
2. The Customer may independently choose a courier company or another carrier that allows the products to be returned safely.
3. In the event of withdrawal from the entire contract, the Seller shall refund all payments due to the Customer, including the original delivery cost, up to the amount corresponding to the cheapest standard delivery method offered by the Store.
4. If the Customer selected a more expensive delivery method than the cheapest standard option offered by the Store, the Seller is not obliged to refund the additional difference in cost.
5. In the event of partial withdrawal from the contract, the original delivery costs shall be settled taking into account the scope of the return and applicable regulations. If the delivery cost for the goods retained by the Customer would have been the same, a refund of the delivery cost is generally not due.
6. In the event of a justified complaint arising from the non-conformity of goods with the contract, the Seller shall bear the necessary costs of collecting or returning the defective product, in accordance with applicable regulations.

Refunds

1. The Seller shall refund all payments due without undue delay and no later than 14 days from receiving the withdrawal statement.
2. The Seller may withhold the refund until the returned goods have been received or the Customer has provided proof of their return shipment, whichever occurs first.
3. Refunds shall be made using the same payment method used by the Customer for the original purchase, unless the Customer expressly agrees to another method that does not involve additional costs.
4. For card payments processed through Stripe, refunds are generally issued to the original payment method.
5. The Customer shall not incur any additional fees for receiving the refund.
6. The time required for the funds to appear in the Customer's account may depend on the payment service provider and the bank.

Complaints - Non-Conformity of Goods with the Contract

1. The Seller is obliged to deliver goods that conform to the contract.
2. If goods are found not to conform to the contract, Consumers and Entrepreneurs with Consumer Rights may exercise the rights provided for under the Polish Consumer Rights Act.
3. A complaint may concern, in particular:​
   • Damage to the product;
   • Receipt of a product that does not match the order;
   • Improper functioning of the packaging or applicator;
   • Product parameters or characteristics that do not conform to the contract;
   • Other cases of non-conformity of goods with the contract.
4. A complaint may be submitted by email, through the contact form, by post, or by any other method permitted by law.
5. To facilitate the complaint-handling process, we recommend providing:
   • The Customer's full name or business name;
   • The order number or other information allowing the purchase to be identified;
   • The name of the product concerned;
   • A description of the reported non-conformity;
   • The requested method of resolving the complaint;
   • The product batch number (LOT), if available;
   • Photographs of the product, if they may help clarify the issue.
6. The absence of an order number, receipt, photographs, or original packaging does not, in itself, constitute grounds for refusing to accept a consumer complaint if the purchase can be demonstrated by other means.
7. The Seller shall respond to a consumer complaint within 14 days from the date of receipt. The response shall be provided on paper or another durable medium.
8. Failure to respond to a complaint within the statutory deadline shall have the consequences specified in Article 7a of the Polish Consumer Rights Act.
9. The Seller is liable for any non-conformity of goods with the contract that existed at the time of delivery and becomes apparent within two years from that time, unless provisions establishing a longer liability period apply.

Methods of Resolving Complaints

1. In the event of non-conformity of goods with the contract, the Customer may request repair or replacement of the goods.
2. The Seller may replace the goods instead of repairing them, or repair them instead of replacing them, provided that the conditions specified in the Polish Consumer Rights Act are met.
3. In cases provided for by law, the Customer may request a price reduction or withdraw from the contract, particularly when:
   • The Seller has refused to bring the goods into conformity with the contract;
   • The Seller has failed to bring the goods into conformity with the contract within the required period or in the appropriate manner;
   • The non-conformity persists despite an attempt to remedy it;
   • The non-conformity is sufficiently serious to justify an immediate price reduction or withdrawal from the contract.
4. Withdrawal from the contract due to non-conformity of goods is not permitted if the non-conformity is insignificant, subject to the statutory presumption that the non-conformity is significant.
5. In the event of a justified withdrawal from the contract due to non-conformity of goods, the Seller shall arrange the return in accordance with applicable regulations and bear the relevant costs.
6. Complaints shall be handled taking into account the nature of the goods and applicable legal provisions.

Complaints Concerning Professional Cosmetic Products

1. Master LUX Professional products must be used according to their intended purpose, the information provided on the packaging, and the instructions for use.
2. For products intended for professional hair coloring, the results may depend, among other factors, on the initial condition of the hair, previous treatments, the technique used, and compliance with the manufacturer's recommendations.
3. Dissatisfaction with a subjectively assessed result does not automatically constitute non-conformity of the product with the contract. However, each complaint shall be assessed individually based on the product's characteristics, its description, and the circumstances of use.
4. In the event of complaints concerning hair coloring results, the Seller may offer a consultation with a Master LUX Professional hair technologist to clarify the circumstances in which the product was used.
5. A technical consultation does not replace the formal complaint-handling procedure or limit the Customer's statutory rights.
6. If an adverse reaction to a product is suspected, please discontinue its use and contact the Seller. Where possible, retain the product and its packaging, including the batch number, to enable an analysis of the reported issue.
7. Product safety reports shall be handled in accordance with the relevant regulations governing the safety of cosmetic products.

Returns and Complaints in B2B Sales

1. This section applies to Customers making purchases related to their business activities that are of a professional nature and who are not entitled to the protections granted to Consumers or Entrepreneurs with Consumer Rights.
2. For such purchases, the statutory right to withdraw from the contract within 14 days without giving a reason does not apply.
3. The Seller may individually agree to accept the return of goods that are in perfect condition, unused, and in undamaged packaging, under terms agreed with the Customer.
4. Voluntary B2B returns require prior agreement with the Seller. Sending goods back without such agreement does not automatically mean that the voluntary return has been accepted.
5. Unless otherwise agreed by the parties, for voluntary B2B returns, the Customer shall bear the cost of returning the goods, and the original delivery costs shall not be refunded.
6. The rules governing B2B complaints are determined by the relevant provisions of the Polish Civil Code and applicable contractual terms, including individual commercial agreements concluded with salons and distributors.
7. The above provisions do not limit the rights of Entrepreneurs with Consumer Rights.

Contact Details and Returns Address

MASTER LUX PROFESSIONAL

Seller: JDG MasterLux Mykhailo Shevtsov

NIP (Tax Identification Number): 9512625877

Returns and Correspondence Address:

ul. Krasnowolska 50, 02-849 Warszawa, Polska

Email for complaints and returns: sales.poland@masterlux.pro

Phone: +48 574 801 888

Website: www.masterluxpro.pl

Contact Form:​ https://masterluxpro.pl/contactus

Please ensure that products are properly secured during transportation. We recommend using a shipping service that provides proof of dispatch.

Final Provisions

1. This Policy provides information on the rules governing returns and complaints concerning goods purchased through the Master LUX Professional online store.
2. Matters not regulated by this Policy shall be governed by the relevant provisions of Polish law, in particular the Act of 30 May 2014 on Consumer Rights and the Polish Civil Code.
3. No provision of this Policy excludes or limits consumers' statutory rights, including protection arising from mandatory legal provisions applicable to consumers from other countries.
4. The Seller may update this Policy in accordance with applicable regulations. Any changes shall not affect rights already acquired by Customers.