Refund policy

Returns, complaints and withdrawal policy

Last updated: November 2025

1. General provisions

We want you to be happy with your Kloniko purchase. If something isn't right or there is a problem with your order — please contact us and we will do our best to find the best solution.

"Delight guarantee": if the personalised product you received does not meet your expectations, contact us within 14 days of receipt — we will offer a replacement or a correction of the product. This is a voluntary commitment of the Seller and does not limit the consumer's statutory rights described below.

2. Right of withdrawal (return without giving a reason)

2.1. Under the Polish Consumer Rights Act of 30 May 2014, a customer who is a consumer has the right to withdraw from a distance contract within 14 calendar days of receiving the goods — without giving any reason.

2.2. To exercise the right of withdrawal, submit a withdrawal statement (e.g. by e-mail or messenger), quoting your order number. You may use the model withdrawal form provided below, but this is not obligatory.

2.3. The goods must be sent back within 14 days of submitting the withdrawal statement. The goods should be:

  • unused (or in proper condition),
  • in a condition not diminished beyond what is necessary to establish the nature of the goods,
  • where possible, in the original packaging and complete.

2.4. Exception — personalised / made-to-order goods. Under Article 38(3) of the Consumer Rights Act, the right of withdrawal does not apply to goods manufactured to the customer's specification or intended to meet their individual needs (personalised / custom goods).

Nevertheless, we are loyal to our customers and may consider the return of even a personalised item where possible. The terms of such returns are agreed individually — just write to us.

This exclusion does not apply to ready-made goods sold individually (genuine LEGO® elements, ready-made tiles, stands and frames with standard designs) — for these, the right of withdrawal applies in full under the rules described in sections 2.1–2.3.

2.5. Refunds on withdrawal. We refund all payments received, including delivery costs (except additional costs resulting from choosing a delivery method other than the cheapest one we offer), no later than within 14 days of receiving the withdrawal statement. We may withhold the refund until we have received the goods or proof that they have been sent back.

2.6. The cost of the return shipment on withdrawal is borne by the customer.

3. Complaints (statutory warranty for defects)

3.1. The seller is liable to the customer for physical and legal defects of the goods under the rules of the Polish Civil Code (statutory warranty) for a period of 2 years from the date the goods are handed over.

3.2. A complaint may be filed if:

  • the goods have a manufacturing defect,
  • the goods were made inconsistently with the order through our fault,
  • the goods were damaged in transit (documented with photos / video and, where possible, a carrier's damage report / note).

3.3. How to file a complaint:

  • Contact our support team by e-mail or messenger, quoting your order number and a short description of the defect.
  • If needed, we will ask for photos / video of the goods and packaging.
  • The complaint will be processed within 14 days of receipt.

3.4. If the complaint is accepted, we will offer a solution: repair / replacement / price reduction / full refund (depending on the situation and the customer's request, in accordance with the law).

4. Shipping costs for complaints

If the complaint is justified (a defect / an error on our side), we bear the cost of the return shipment.

If the complaint proves unjustified, the cost of the return shipment is borne by the customer.

5. Refund timing

Refunds are made using the original payment method and may take 5 to 10 business days from confirmation (depending on the bank / payment operator), subject to a statutory maximum of 14 days.

6. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract)

Addressee: Kloniko, [contact e-mail address]

I/We(*) hereby give notice that I/we(*) withdraw from the contract of sale of the following goods(*):

— Order number: _______________

— Date of receipt of goods: _______________

— Name of customer(s): _______________

— Address of customer(s): _______________

— Date: _______________

— Signature of customer(s) (only if this form is sent on paper): _______________

(*) Delete as appropriate.