Complaint

1. If a defect is detected during delivery, Ksisters repays the Buyer in the form of a coupon. The customer may also require that the defect be fixed as a replacement. If it is not possible or not feasible for Ksisters to fix the defect, the Buyer has the right to demand a discount on the purchase price and - in the case of a significant defect - to withdraw from the Sales Agreement.

2. Goods are considered defective, in particular, if they lack the usual or advertised characteristics, or do not fulfil their intended purpose, or do not comply with statutory requirements, or have not been delivered in the agreed quantity. Hypersensitivity or an allergic reaction to the goods delivered does not constitute grounds for recognising the goods as defective. Similarly, defects in gifts or free items not covered by the order do not constitute a defect in the goods. Product photographs in our online shop are for illustrative purposes only and do not constitute a binding description of the products’ characteristics (for example, packaging may differ due to changes made by the manufacturer).

3. Complaints should be sent to [email protected] along with the complaint form available here. When filling out the form, do not forget to describe the defect and attach photos of the defected product (if possible). The product for which the complaint is sent, after its confirmation, must be sent with the filled-in form using the return number of the waybill within 14 days via а logistics company that the Client indicated in the return form.

4. Ksisters will inform the Buyer about the review of the complaint, including the receipt of the complaint and its positive or negative resolution, by email or text message, as quickly as possible, but no later than 30 days from the date of its receipt. Ksisters may also contact the client by phone.

5. The complaint will be reviewed immediately. The review of the complaint, including rectification of the defect, usually does not exceed 30 days. Otherwise, the Buyer has the right to withdraw from the Agreement. The Buyer is obliged to help the Ksisters meet the above deadline.

6. In case the claim is positive, Ksisters bears the cost of returning the goods.