Complaints and Returns

COMPLAINTS

At MZ-Store, we’re committed to providing the highest quality customer service, so if for any reason you’re not fully satisfied with your purchase, we’re happy to help. You can submit any complaints regarding purchased products or the order fulfillment process in several ways:

by email:

Please send your complaint to:bok@mz-store.pl

in writing:

You can also submit a complaint in writing to the following address:

MZ-Store S.A.
ul. C. K. Norwida 47
84-240 Reda
Poland

When submitting a complaint, please remember that it should include at least the following information:

Customer Information:First and last name, residential address, email address, phone number.

Order number: The numberidentifying the order. You can find it in your email inbox.

Subject of the complaint: Product name, quantity being returned, as well as color and size for clothing.

Reason for the complaint: Depending on the situation, you may also need to submit photos of the product in question.

Download the complaint form (PDF)

If the nature of the reported issue requires inspection of the product, we may ask you to provide it for verification. We will then inform you of how to send or drop off the product. Please provide it without undue delay, as our inability to inspect it may affect the assessment of the validity of your complaint.

We promise to respond to your complaint no later than 14 calendar days from the date of receipt.

We encourage you to file a complaint as soon as possible after noticing a discrepancy. In the event of damage to the shipment, we also encourage you to include a damage report and photos confirming the discrepancy. This will allow us to process your complaint quickly and effectively.

RETURNS

Did we fail to meet your expectations? No problem!

At MZ-Store, we’re committed to complete customer satisfaction. If you made a purchase as a consumer, you have the right to cancel the contract without giving a reason within 14 calendar days of receiving the merchandise, subject to the exceptions provided for in the Consumer Rights Act.

To exercise your right to return, please notify us of your decision via email at: bok@mz-store.pl. Please note that the goods must be returned no later than 14 days from the date of withdrawal from the contract to the following address:

MZ-STORE S.A.
ul. Ogrodników 30
84-240 Reda.

We will refund the payments received without delay, no later than 14 days from the date we receive notice of withdrawal from the contract, in accordance with the rules set forth in the law. We may withhold the refund until we receive the returned goods or until you provide proof of their return—whichever occurs first.

Please include the Return Form (PDF) or other information allowing us to identify the order with your shipment.

The right to withdraw from the contract does not apply in the cases specified in Article 38 of the Consumer Rights Act, in particular with regard to goods delivered in sealed packaging that cannot be returned once opened due to health protection or hygiene reasons.

Any questions regarding returns or exchanges should be directed to the following email address: bok@mz-store.pl.

Detailed information regarding complaints and returns can be found in the store’s terms and conditions.