Refund, Returns & Exchanges. Shipping and payment information
We send your orders by courier and postal services.
We use Inpost.pl service to send orders within Poland. To send orders within Europe we use dhl.com courier service. For international shipments we use different courier services, for each country they may differ. You will be able to choose the delivery service at the moment of placing the order.
Order is shipped only after receiving 100% payment of the cost of goods and shipping services of the order. When you place an order, you will see a fixed shipping cost to your country.
After shipping your order you will be able to track its location in your personal account or on the site of delivery service by tracking code.
Orders are shipped only on weekdays from Monday to Friday.
Delivery time: 2-30 working days.
Attention!!! Careful entering postal and other data. The store is not responsible for any mistakes you make.
During the order picking process, all items are checked for defects and packed securely. All fragile products are equipped with a protective sponge for their safety. Fragile products may break during shipping. You may request a replacement of broken/broken goods under a simplified scheme. In individual and exceptional cases, we can re-ship the broken item or refund the money for it.
1. In every disputed case, the customer must provide photos/video and proof of damage.
2. information about the disputed issue must be sent to us by mail/messenger no later than one day after receiving the order and include a photo of the defective product and a brief description of what happened. Please contact us on +48 798 661 746 (WhatsApp, Telegram, Viber) or write to our e-mail: shop@bernovich.com.
After reviewing your complaint (2-3 excluding weekends and holidays), our manager will contact you and resolve the dispute. In individual cases, we reserve the right to request a return of the defective product at your expense.
CANCELLATION POLICY:
Our order processing and delivery systems are designed to deliver orders quickly and efficiently. We will begin processing your order as soon as you click the “Submit Order” button. Your order may be completely cancelled before it is shipped to you and you will receive a full refund. Your order MAY NOT be canceled or changed in any way once it has shipped to you. For returns on shipped items, you will need to use the instructions below.
Claims and Returns Process
If the item you purchased does not meet your expectations, you have the right to return it or file a complaint within 14 days of receiving the shipment. The product must not be used or spoiled in any way.
How to make a return step by step
1. PREPARE THE ITEM AND FILL OUT THE FORM:
Fill out the return form below;
Verify carefully that you entered all the information correctly. Make sure the package with the product to be returned is well secured and include proof of purchase and your printed and signed return form.
Warning!!! Along with the cancellation or refund or partial refund of the order, the Customer must return the free gifts if they are not entitled to them in this situation. A return without free merchandise will not be considered complete.
2. SEND THE PARCEL:
Send us a parcel with the returned goods to the following address: “PBBP” sp. z o.o., Poland, Czarnochowice 266, 32- 020 Wieliczka +48 798 661 746;
Please note that we do not accept parcels sent to us by cash on delivery, e-shipment or parcel lockers. The costs of returning the returned goods shall be borne by the Buyer.
3. RETURN OF MONEY:
Refunds will be made within 14 days of receipt of goods in stock;
Transaction costs will be refunded by bank transfer:
In case of PayU payment method, traditional transfer and PayPal to the account number from which the order was paid;
In the case of payment by delivery to the account number indicated on the form.
How to file a complaint step by step
1.SEND AN EMAIL:
Fill out the complaint form available below;
Send it to shop@bernovich.com. ;
Include the following information:
The order number to which the complaint relates;
The product being advertised;
A photo of the advertised product;
A description of the defect of the advertised product.
SEND THE GOODS BEING ADVERTISED:
Enclose a completed form, proof of purchase (original or copy of receipt or VAT invoice) with the item complained about;
Secure the goods well during transportation and send them to “PBBP” sp. z o.o., Poland, Czarnochowice 266, 32- 020 Wieliczka. Tel: +48 798 661 746;
We do not accept parcels sent to us by cash on delivery. Costs of returning returned goods will be borne by the buyer.
COMPLAINT HANDLING:
After reviewing the claim, we will contact you by email or phone;
We will determine a satisfactory resolution: return or exchange;
The complaint will be resolved within 14 business days of receipt of notice;
If you have any questions about your payment or if you have not received your paid item for any reason, please contact us in any way that is convenient for you.
You can always call/text us at +48 798 661 746 (WhatsApp, Telegram, Viber) or write to our e-mail: shop@bernovich.com.
RETURN FORM
We offer a full refund, no questions asked, if your order is lost or the tracking code is not detected in the destination country within 90 business days.
If you are unable to receive your order for any reason, we will give you a full refund once it is returned to us, until then we are unable to make a refund.
If you know that you will not be able to receive your order please let us know using your convenient method of communication and we will track it down. You can always call/text us at +48 798 661 746 (WhatsApp, Telegram, Viber) or email us at shop@bernovich.com. Please include your order number and details of any problems to ensure a quick resolution.
We accept Paypal and credit cards: Visa, MasterCard, AMEX, Discover, PayPal, Diner’s Club, JCB and Debit cards (in the U.S.) from one solution through 2Checkout fully secure hosted payment pages.
In case you have any questions about payment or you have not received the paid goods for any reason, please contact us by any means convenient for you.
You can always call/text us at +48 798 661 746 (WhatsApp, Telegram, Viber) or write to our e-mail: shop@bernovich.com.
Opening hours: from 10-00 to 17-00, Monday-Friday off Saturday, Sunday.
“PBBP” sp. z o.o. NIP: 6832125407 REGON: 523677835
Legal address/postal address:
Poland, Czarnochowice 266, 32- 020 Wieliczka. +48 798 661 746 (WhatsApp, Telegram, Viber) or write to our e-mail: shop@bernovich.com.
