Return Instructions for Online Orders
Return Instructions for Online Orders
Your satisfaction is our priority. While the percentage of defects in delivered goods is minimal, we are committed to promptly resolving any issues that arise and making the return process as smooth as possible.
What to do:
1. Prepare a return request
Write a return request in any format, including the following details:
- Full Name
- Order Number
- Reason for Return
- Contact phone number or email
You can either print and enclose it with the parcel or send it to our email:
info@delamark.eu
2. Pack the item
- Please ensure the item is properly packed to avoid damage during transit.
- Include the return request (if not emailed separately), and if possible, a copy of the purchase confirmation.
3. Send your return to:
DELAMARK Sp. z o.o.
ul. Sochaczewska 110
05-850 Macierzysz
Poland
info@delamark.eu
+48 536 347 103
Important Information
- Returns are accepted by post only. In-person returns are not possible.
- Shipping costs for the return are covered by the customer, unless stated otherwise after complaint review.
- Once we receive and inspect the returned product, you will be notified about the outcome — whether the complaint is accepted, partially accepted, or rejected. This will be communicated via email, or by phone if needed.
- We aim to handle your complaint as quickly as possible. In most cases, processing including defect verification takes no more than 30 days.
If this period is exceeded, you have the right to withdraw from the purchase agreement.
To ensure timely processing, your cooperation is essential. If the parcel was damaged or items are missing, please keep the original packaging for at least 5 working days and take photos — this can help us resolve the issue faster.
Return Timeframe
We are responsible for defects:
- Found upon delivery, or
- That appear within 24 months of delivery.
Exceptions include:
- Damage caused by improper use;
- Normal wear and tear (for used items);
- Minor defects consistent with the condition of a used product upon delivery;
- Expired items — we only guarantee product usability within the stated shelf life.
Additional Notes
Please note that individual sensitivity or allergic reactions to products are not considered defects.
The same applies to free gifts and promotional items, which are not part of the paid order.
Product images on our website are for illustration purposes and packaging may differ due to manufacturer updates.
What are your rights when filing a complaint?
If a defect is confirmed, the following options are available:
- By mutual agreement — compensation in the form of a voucher;
- Product replacement;
- If repair or replacement is not possible — partial refund while keeping the product;
- For significant defects — the right to withdraw from the contract, return the item, and receive a full refund.
We are here for you and always aim to provide excellent products and service.
Our goal is to ensure your complete satisfaction with every purchase.