Returns and Complaints
You have the right to withdraw from a distance contract with mybudio.eu without providing any reason within 14 calendar days, except in the cases described in the TERMS AND CONDITIONS.
To exercise the right of withdrawal, you are required to inform us of your decision through a clear statement (e.g. a letter sent by post, fax, or email).
We strive to ensure our products are of high quality and meet our customers' expectations.
Any damage caused during delivery must be immediately reported to the person delivering the package.
A DAMAGE REPORT filled out with the courier is REQUIRED.
IMPORTANT! The damage report includes a critical question that may be worded differently, for example:
"Do you have any claims against the courier?" or "Do you have any comments regarding the quality of the courier service?"
ALWAYS — and we mean ALWAYS — this field must be filled in and must indicate that the recipient has an issue with the courier service.
If this is missing, the courier company will reject the complaint. Couriers often manipulate recipients to leave this field empty, unchecked, unfilled, or filled in a way that prevents disputing the quality of the courier service.
Next, please contact our Sales Department by phone or email. The phone number and email address can be found in the footer of the store website.
Product returns are limited:
According to Article 38, point 3 of the Consumer Rights Act, the consumer cannot return goods that are “non-prefabricated, made to the consumer’s specifications, or intended to satisfy their individual needs.”
We apply this regulation to most products, as they are modified at the customer’s request — e.g. paints and plasters that are tinted to a selected color in a mixing machine.
Therefore, the following products cannot be returned or exchanged:
- decorative paints and plasters,
- structural paints and plasters,
- facade paints and plasters,
- other products from the mixing machine
because they are tinted/modified to the customer’s order.
IMPORTANT: Complaints are accepted only upon presentation of proof of purchase — i.e. a receipt or VAT invoice — and delivery of the product to our company headquarters for verification.
The following cannot be considered valid grounds for complaints about delivered goods:
a) natural deficiencies in the product resulting from its physical properties;
b) product features defined by the Buyer (e.g. color — objections regarding incorrect shade, shape, complaints about fittings or individual elements that do not affect the properties of the product as described by the manufacturer and the Store) if the Buyer did not specify these features clearly enough for it to be determined without doubt that the delivered product lacks them.
The complaint should include at least:
a) the name and surname or company name and address of the Buyer’s residence or registered office,
b) identification of the person submitting the complaint;
c) subject of the complaint;
d) proof of purchase of the claimed product;
e) justification of the complaint;
f) the amount of compensation, if the complainant demands compensation;
g) the signature of the complainant in case of a written complaint, or identifying data of the complainant in case of an electronic or phone complaint;
h) the date the complaint was prepared;
i) a list of attached documents;
j) contact telephone number or email address of the complainant.
The Mybudio.eu store considers complaints within 30 days from the date of submission of a correct complaint along with all required attachments. However, if the Buyer (as a consumer) requests replacement of the product, removal of the defect, or submits a declaration of price reduction specifying the amount by which the price should be reduced, the Mybudio.eu store will respond to such a request within 14 days. The consumer will be informed of the response by email or phone.
Submitting a complaint
To submit a complaint, please follow these steps:
1. Fill out the return/complaint form.
2. Return the product (when submitting a complaint, please send the product along with all its accessories and proof of purchase).
The claimed product should be sent to the following address:
Mybudio.eu
ul. Fabryczna 9B,
64-800 Chodzież
Poland
Include in the package your written statement and the product(s) being returned, all received accessories, and the receipt or VAT invoice.
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Note No. 1 from the TERMS AND CONDITIONS:
Information on the right of withdrawal from the contract / Right of withdrawal from the contract.
If you purchased a product that was not customized to your individual preferences (such as a pre-made decorative paint or plaster — for example, Tuff Tape), you have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which the goods were delivered, i.e., the day the carrier recorded delivery in their system and/or on the delivery document.
This also applies to third parties designated by you who received the product. Example: a courier, carrier, or person sent by the buyer.
Please note that the right to withdraw from this contract does not apply in the case of purchasing a product that has been customized at the customer's request, e.g., color-tinted paint or plaster.
The seller reserves the right to withdraw from the sales contract in the following cases: if the sale is impossible, if the product has been withdrawn by the manufacturer, or if the product price is lower than the seller’s purchase price (dumping sale).
To exercise the right of withdrawal from the contract, you must inform us of your decision to withdraw via a clear statement (e.g., a letter sent by post, fax, or email).
If you want to cancel the purchase of a paint or plaster, please call us immediately — before your order reaches the mixing department. We process orders very quickly — even 1 hour after the purchase may be too late. We will stop and cancel the order and refund your payment, as long as the product has not yet been prepared in the paint and plaster mixing system.
Then send an official email stating that you want to cancel your order — just to confirm and complete the process formally.
In the email, please include your full name, postal address, phone number, and contact email address.
You may use the sample withdrawal form, but this is not mandatory.
You can also complete and submit the withdrawal form or any other clear statement electronically via our website [please insert website address].
To meet the withdrawal deadline, it is sufficient to send an email with your decision to withdraw from the contract before the withdrawal period expires.
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Note No. 2 from the Terms and Conditions:
During periods when the industry is affected by severe shortages of raw materials and products causing continuous and frequent price increases, the seller reserves the right to refuse to fulfill the sales contract in whole or in part if doing so could expose them to financial loss resulting from fulfilling the contract. At the same time, the seller undertakes to refund the payments made — either in full or in an appropriate amount if the contract was partially fulfilled.
Consequences of Withdrawal from the Contract
In the event of withdrawal from this contract, we will refund all payments received from you, including the cost of delivery (except for additional costs resulting from your choice of a delivery method other than the cheapest standard delivery method offered by us).
We will refund your payment no later than 14 days from the day we are informed of your decision to withdraw from the contract or 14 days from the day the returned goods are delivered to our company — if you are returning the goods.
The current return address will be provided in response to the email in which you inform us about the withdrawal from the contract.
The refund will be made using the same payment method that you used for the original transaction, unless you explicitly agree to another method, e.g., a traditional bank transfer.
We may withhold the refund until we receive the returned goods or the complete order (if a set was ordered), whichever comes first.
If the sales contract was partially fulfilled, the refund will also be partial — reduced by the fulfilled part and shipping costs.
Please send or hand over the goods to the correspondence address provided in the TERMS AND CONDITIONS or via email correspondence without delay and, in any case, no later than 14 days from the date on which you notified us of your decision to withdraw from the contract. The deadline is met if you send the goods before the 14-day period expires.
In the event of withdrawal from the contract, you bear the direct cost of returning the goods. You are also responsible for any diminished value of the goods resulting from handling them in a manner other than what is necessary to determine their nature, characteristics, and functioning.