Returns and Complaints
Last updated: August 24, 2025
1. Right of withdrawal
1.1. In accordance with the Consumer Rights Act, the Customer who is a Consumer has the right to withdraw from a distance contract within 14 calendar days from the day of receiving the order, without giving any reason.
1.2. To exercise the right of withdrawal, the Customer must send a clear statement by email (orders@atrophy.pl) or by post to the following address:
Atrophy
ul. Stanisława Wyspiańskiego 6
32-064 Rudawa
Poland
1.3. After submitting the statement, the Customer has 14 days to return the product.
2. Conditions of return
2.1. The returned product must be in unchanged condition, i.e.:
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must not show signs of use, be damaged, stained, or washed,
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must be clean, without odor (e.g., perfume, cigarette smoke),
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should include all original tags and, if possible, the original packaging.
2.2. The Customer is liable for any diminished value of the product resulting from handling it beyond what is necessary to establish its nature, characteristics, and functioning.
2.3. Returned products must be properly secured for transport.
3. Non-returnable products
The following items are non-returnable:
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products made to order (personalized, e.g., custom print/embroidery),
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worn, damaged, or incomplete products,
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hygiene items once unsealed (e.g., underwear, socks).
4. Return costs
4.1. The cost of sending back the goods is borne by the Customer.
4.2. The Seller refunds all payments made for the product, including the delivery cost corresponding to the cheapest option offered at the time of order.
4.3. Costs of express shipping or additional services are non-refundable.
4.4. Refunds are issued within 14 days of receiving the returned package or proof of shipment.
5. Return procedure step by step
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Contact us by email: orders@atrophy.pl, providing your order number and information about the return.
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Pack the product securely to prevent damage during transport.
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Attach the withdrawal form or a short note with your details: name, surname, order number, and bank account number.
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Send the package to:
Atrophy – Returns
ul. Stanisława Wyspiańskiego 6
32-064 Rudawa
Poland
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After receiving and verifying the product, we will process the refund within 14 days.
6. Product complaints
6.1. If the received product has manufacturing defects or does not match the description, the Customer has the right to file a complaint.
6.2. Complaints should be sent by email: contact@atrophy.pl, including photos and a description of the defect.
6.3. Complaints are processed within 14 calendar days.
6.4. If the complaint is accepted, the Seller covers the cost of return and re-shipment.
7. Refunds
7.1. Refunds are made using the same payment method used for the purchase (unless the Customer agrees to a different method, e.g., bank transfer).
7.2. No additional fees are charged for refunds.
8. International returns
8.1. Customers outside Poland have the right to return products under the same conditions as domestic customers.
8.2. The cost of return shipping from abroad is borne by the Customer.
8.3. The Seller is not responsible for additional customs duties or taxes related to international returns.
9. Contact details
For returns and complaints, please contact:
E-mail: orders@atrophy.pl / contact@atrophy.pl
Address: Atrophy, ul. Stanisława Wyspiańskiego 6, 32-064 Rudawa, Poland