Refund policy

Effective date: 15 October 2026.

Returns without giving a reason

If you are a consumer, or a sole trader entitled to the consumer protection described in our terms, you may withdraw from a distance purchase within 14 days, without giving a reason. This right also applies to a standard lamp in a catalogue variant when we manufacture it after you place the order.

The period starts when you or a person you nominate other than the carrier receives the goods. For an order delivered separately, in batches or in parts, it starts when the last item, batch or part is received. The day of receipt is not counted.

Request your return through the Reflective store — this is our preferred method. Use the return form available in the store. It allows us to process the request and prepare a label. We promptly acknowledge receipt of a withdrawal statement submitted through the electronic form by email or on another durable medium.

Your right to withdraw does not depend on using the form, having an account or obtaining our prior approval. You may make another unequivocal statement, including by sending it to hello@reflective.ooo or to Creman – Paweł Choszczyk, ul. Stefana Batorego 18/108, 02-591 Warszawa. An optional model form is attached to the terms. Sending the statement before the deadline is sufficient.

Send the goods back within 14 days of withdrawal to: Creman – Paweł Choszczyk, ul. Różana 2, 05-075 Warszawa, Polska. Dispatching the parcel before this deadline is sufficient. You bear the direct return shipping cost when returning goods without giving a reason.

Optional return label for PLN 25

After you request a return, we normally offer you a return label. Using it costs PLN 25. You may arrange your own shipping at your expense. If you choose this, let us know in the comments on your store return request; omitting this information does not remove your right to return.

Simply generating or receiving the label does not incur a charge. We deduct PLN 25, as agreed with you, only if you use our label. Before you use it, we inform you of the cost and agree this method of settlement. If you arrange your own shipping and leave our label unused, we deduct nothing for it. This charge does not apply to statutory collection or return of goods as part of a complaint.

Refunds and condition of goods

We refund payments received without delay and no later than 14 days after receiving your withdrawal statement. When you withdraw from the entire purchase, we also refund any delivery charge paid, up to the cost of the least expensive standard delivery method offered at purchase. If delivery was free, there is no paid delivery amount to refund. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever occurs first, unless we offered to collect them ourselves. Inspecting the parcel does not start a new refund period.

We refund using the same payment method unless you expressly agree to another method without additional costs. Payment for a used return label is a separate, agreed return shipping cost.

We do not require original packaging, tags or a receipt as the only proof of purchase. Pack the goods securely for transport. You may examine their nature, characteristics and functioning. You are responsible for any diminished value caused by handling beyond what is necessary to examine them, unless we failed to provide proper withdrawal information. Installation or use does not automatically remove your right to return. We do not charge a fixed restocking fee.

Failure to provide proper withdrawal information extends the right to 12 months after the end of the ordinary period. If we provide the information during that time, the period is 14 days from its receipt. Individual projects outside the catalogue require separate agreement; the terms describe any applicable statutory exception.

Complaints are a separate procedure

If goods do not conform to the contract, submit a complaint to hello@reflective.ooo or by post to the business address at Batorego 18/108. Describe the problem and your requested remedy, and provide contact details and information identifying the purchase. Photographs and an order number help, but are not required for acceptance of a complaint.

We are liable for a lack of conformity existing on delivery and becoming apparent within 2 years of delivery, unless a longer stated shelf life applies. You may request repair or replacement and, in the cases provided by law, a price reduction or withdrawal due to lack of conformity. Repair or replacement must be free of charge, within a reasonable time and without excessive inconvenience. We collect the goods made available to us at our expense; we do not deduct PLN 25 for this transport.

We provide a response to a consumer on a durable medium within 14 days of receiving the complaint. Failure to respond means acceptance under the applicable law. We do not require original packaging, a receipt or a courier damage report.

Our Terms and conditions describe the full rights, conditions for price reductions and withdrawal due to lack of conformity, installation costs and refund deadlines for complaints. Any commercial guarantee is additional and does not limit statutory rights.