RETURN AND WITHDRAWAL POLICY – SOUVE

I. GENERAL PROVISIONS

1.1. This Return and Withdrawal Policy (the “Policy”) sets out the rules governing the exercise of the right of withdrawal from distance contracts and the principles applicable to returns of Products purchased through the online store available at www.souve.eu, including its progressive web application (PWA) and any other digital interfaces enabling access to the Store (jointly, the “Store”).

1.2. The Store is operated by Souve Szymon Machniak, with its registered business address at ul. Dunikowskiego 14/7, 40-127 Katowice, Poland, NIP 6343065999, VAT EU PL6343065999, REGON 543748399 (the “Seller”).

1.3. This Policy complements the Terms and Conditions of the Store and should be interpreted together with them.

1.4. This Policy applies primarily to Consumers within the meaning of applicable law. The rights of Customers who are not Consumers may be limited to the extent permitted by mandatory legal provisions.

II. RIGHT OF WITHDRAWAL FROM THE CONTRACT

2.1. A Customer who is a Consumer has the statutory right to withdraw from the Sales Agreement concluded at a distance without giving any reason within fourteen (14) days.

2.2. The withdrawal period expires after fourteen (14) days from the day on which the Customer, or a third party indicated by the Customer other than the carrier, acquires physical possession of the Product. If the Order covers multiple Products delivered separately, the withdrawal period expires after receipt of the last Product.

2.3. To exercise the right of withdrawal, the Customer must inform the Seller of the decision to withdraw from the contract by means of a clear and unequivocal statement. Such statement may be submitted in particular via the return system available in the Store, by e-mail or through the Customer Account, where available.

2.4. The Customer may use a model withdrawal form, if made available by the Seller, but its use is not mandatory.

2.5. To meet the withdrawal deadline, it is sufficient for the Customer to send the information concerning the exercise of the right of withdrawal before the expiry of the withdrawal period.

III. EFFECTS OF WITHDRAWAL

3.1. In the event of withdrawal from the contract, the Sales Agreement shall be regarded as not concluded.

3.2. The Seller shall reimburse the Customer for all payments received from the Customer, including the cost of the least expensive standard delivery method offered by the Seller, unless mandatory legal provisions provide otherwise.

3.3. The reimbursement shall be made without undue delay and no later than fourteen (14) days from the day on which the Seller is informed of the Customer’s decision to withdraw from the contract.

3.4. The Seller shall carry out the reimbursement using the same means of payment as those used by the Customer in the original transaction, unless the Customer has expressly agreed otherwise.

3.5. The Seller may withhold reimbursement until it has received the returned Product or until the Customer has supplied evidence of having sent back the Product, whichever occurs first, to the extent permitted by applicable law.

IV. RETURN OF PRODUCTS

4.1. Following submission of the withdrawal statement, the Customer is obliged to return the Product without undue delay and in any event no later than fourteen (14) days from the day on which the withdrawal was communicated.

4.2. The Customer shall return the Product in accordance with the instructions provided by the Seller. In particular, the Product must be sent exclusively to the return address indicated by the Seller during the return process.

4.3. The Seller’s registered business address does not constitute a return address unless the Customer is explicitly instructed otherwise by the Seller in writing.

4.4. The return address may vary depending on the Product, warehouse location, logistics partner or fulfillment model used in the execution of the Order.

4.5. The Customer bears the direct cost of returning the Product, unless the Seller explicitly agrees to cover such costs or applicable law provides otherwise.

V. CONDITION OF RETURNED PRODUCTS

5.1. The Customer shall be liable for any diminished value of the Product resulting from handling the Product other than what is necessary to establish its nature, characteristics and functioning.

5.2. The Product should be returned complete and, where reasonably possible, together with its original packaging, accessories, labels, tags and documentation.

5.3. The Seller reserves the right to assess the condition of the returned Product and to take into account any reduction in value resulting from improper handling to the extent permitted by law.

5.4. The Seller may refuse to accept a return or may reduce the refund amount where permitted by law, in particular where the Product shows signs of use exceeding what is necessary to inspect it.

VI. EXCLUSIONS FROM THE RIGHT OF WITHDRAWAL

6.1. The right of withdrawal shall not apply in cases specified by applicable law, including in particular:

• Products made to the Customer’s specifications or clearly personalized;
• Products which are not suitable for return due to health protection or hygiene reasons if they have been unsealed after delivery;
• Products which, after delivery, are inseparably mixed with other items;
• digital content supplied in a non-tangible medium where performance has begun with the Customer’s prior consent, where applicable.

VII. RISK AND LIABILITY IN RETURN SHIPMENTS

7.1. The risk of loss of or damage to the returned Product remains with the Customer until the Product is received at the correct return address.

7.2. The Seller shall not be liable for return shipments sent to an incorrect address or in a manner inconsistent with the return instructions provided.

7.3. The Seller shall not be liable for loss, delay or damage caused by carriers selected by the Customer for the purpose of returning the Product.

VIII. RETURNS INVOLVING MULTIPLE SHIPMENTS

8.1. Where the Order has been fulfilled in multiple shipments or involves Products originating from different warehouses or logistics partners, the return process may require separate handling for each Product.

8.2. The Customer is obliged to follow the return instructions provided for each Product or shipment.

8.3. Failure to comply with the appropriate return procedure may result in delays in processing the return or inability to identify the returned Product.

IX. RETURN ADDRESS

9.1. The return address is provided individually as part of the return process.

9.2. Return warehouse address:
[RETURN ADDRESS PROVIDED IN RETURN INSTRUCTIONS]

X. FINAL PROVISIONS

10.1. This Policy may be amended for important reasons, including changes in applicable law, changes in the Seller’s operational model or updates to logistics processes.

10.2. The current version of this Policy is available on the Store’s website.

10.3. This Policy does not exclude or limit the statutory rights of Consumers resulting from mandatory provisions of law.