We want you to be fully satisfied with your purchases in our store. However, if the ordered product does not meet your expectations or arrived damaged, below you will find all the necessary information regarding returns and complaints.

Returns – withdrawal from the contract

In accordance with applicable law, you have the right to withdraw from a distance contract within 14 days of receiving your order – without giving any reason.

To exercise your right of return:

1. Inform us of your decision – send an email to: kontakt@libellulemaison.com
2. Fill out the return form included in the package.
3. Send the product back in unchanged, unused condition, preferably in its original packaging, to the address:
   ul. Świerzawska 4/202, 60-321 Poznań (include proof of purchase).

The cost of returning the goods is borne by the Customer.
The refund will be made to the indicated account no later than within 14 business days from the moment we receive the shipment.

Complaints

If you have received a damaged product, a product not as described, or one with manufacturing defects – you have the right to file a complaint.

To submit a complaint:

1. Contact us via email: [email address], describing the problem and attaching photos of the defect. 
2. After receiving your request, we will contact you within 14 days and inform you about the next steps.

If the complaint is accepted:

• we will replace the product with a new one,
• offer a repair,
• or issue a refund.

Personalized products

In accordance with the law, products made to individual order (e.g., with personalization) are not subject to return unless they are damaged or defective.