Refund policy

Return Policy

1. Made-to-order products (fronts, mirrors and other custom-made items)

Furniture fronts, mirrors and other products made to the customer's specification (size, colour, finish) are excluded from returns. Under Art. 16(c) of Directive 2011/83/EU (implemented in Art. 38(3) of the Polish Consumer Rights Act), the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.

This also applies to front samples made in the colour and finish of your choice.

2. Standard products

Standard products (not made to individual order) can be returned within 14 days of receiving the shipment, without giving a reason. The goods must be undamaged, unused and in the original packaging.

To start a return, write to kontakt@ogony.pl. Once the return is accepted, we will send you return instructions. Return address:

Ogony Konrad Łepek
Bolesława Prusa 1
88-300 Mogilno, Poland

Goods sent back without prior notice will not be accepted. Return shipping costs are borne by the buyer, unless the return results from our error.

3. Transport damage and non-conformity with the order

Inspect the shipment upon delivery. If the goods are damaged in transit, defective or do not match the order, contact us immediately — preferably within 7 days of receipt: kontakt@ogony.pl or +48 780 778 615. Please include photos of the damage and the packaging — this speeds up processing. Defective or incorrect goods will be repaired, replaced or refunded.

4. Complaints

Complaints regarding non-conformity of the goods with the contract are processed within 14 days of receipt. We will reply to the e-mail address provided.

5. Refunds

Once the return is accepted, we refund the amount within 14 days using the same payment method used for the order. Your bank or payment provider may need additional time to post the refund.

6. Contact

Questions about returns: kontakt@ogony.pl or +48 780 778 615.