Returns & Exchanges

If you are a Consumer or an Entrepreneur with consumer rights, you may withdraw from a distance contract within 14 days without giving any reason, regardless of the payment method chosen.

• The period starts on the day you - or a person you have indicated, other than the courier - received the parcel.
• If the order was delivered in several parcels, the period starts when the last one is received.
• To meet the deadline, it is enough to send your statement before it expires - you can send the jewellery back later.
• You do not have to justify your decision or explain the reason for the return.

Legal basis: Art. 27 et seq. of the Polish Consumer Rights Act of 30 May 2014.

You do not have to use our form - it is convenient, but optional. Any clear declaration of your intention is valid.

After withdrawal from the contract, costs are settled as follows:

• The refund is made within 14 days of receiving the withdrawal statement.
• We may withhold the refund until we have received the jewellery back or proof that it has been sent - whichever occurs first.
• We refund the money using the same payment method, via the same operator (PayU or Przelewy24), unless you expressly agree to another solution - and this involves no costs for you.
• If the order was paid for with a gift card, the amount is returned to the balance of that card. If the card has already expired, we issue a new card with a new code for the refunded amount, valid for 2 months from the date of issue.
• For mixed payments (part gift card, part another method), each part is refunded in the same way in which it was paid.
• If you return only part of an order, we refund the delivery cost only if you are sending back the entire order.

We do not accept cash-on-delivery parcels or parcels sent to a parcel locker without prior arrangement.

You have the right to examine the jewellery just as you would in a physical shop - look at it, try it on, check the size and finish.

You are, however, liable for any reduction in the value of the Product resulting from handling it beyond what is necessary to establish its nature, characteristics and functioning (Art. 34(4) of the Polish Consumer Rights Act).

• Does not affect your refund: trying it on, opening the box, removing the maker’s tag in a way that does not damage the piece.
• May reduce the refund amount: scratches, deformation, traces of cosmetics or perfume, a broken clasp, wearing the jewellery day to day, damaged stones.

If we find a reduction in value, we will inform you of it, with a justification and the amount to be deducted, before making the refund.

For hygiene reasons, please take particular care when trying on earrings - try them in front of a mirror without fully putting them on.

The right of withdrawal is subject to several exceptions set out in Art. 38 of the Polish Consumer Rights Act. In our Store, this applies above all to:

• jewellery made to individual order - designed to your specifications or adjusted to a size outside the standard size range;
• personalised jewellery - with an engraving, initials, a date or another element added at your request;
• products supplied in sealed packaging that cannot be returned once opened for health protection or hygiene reasons - if the packaging has been opened.

Such a Product cannot be resold to another person, which is why the law excludes the right of withdrawal in this case. Information about the exclusion is shown on the product page and in the order summary, before the order is placed.

Formally, an exchange means withdrawing from the first contract and placing a new order. To keep things simple, we handle it as a single request.

• Write to kontakt@senti-mentals.com, stating your order number and the model or size you would like to exchange the jewellery for.
• We will confirm availability - once confirmed, send the jewellery back to: Sentimental’s Ewelina Bocian-Świątek, ul. Budy 16s/32, 91-610 Łódź, Poland.
• You cover the cost of sending the jewellery back to us; we cover the shipping of the new piece.
• If there is a price difference, we will settle the extra payment or refund the surplus.
• If the new model is available immediately, we ship it within 3 business days of receiving your return parcel. If it needs to be made, the jewellery processing time applies - up to 4 weeks.

Exchanges are a voluntary service offered by the Seller - they do not limit your statutory right to withdraw from the contract within 14 days.

A return is not the same as a complaint. You file a complaint when the jewellery does not conform to the contract - it is damaged, faulty or different from what you ordered.

• We are liable for any lack of conformity that becomes apparent within 2 years of delivery of the Product.
• First, you can request repair or replacement.
• If repair or replacement is impossible or would involve disproportionate costs, you can request a price reduction or withdraw from the contract.
• We consider complaints within 14 days; if we do not reply within this period, the complaint is deemed accepted.
• We cover the cost of delivering the jewellery under complaint to us.

Send your complaint to kontakt@senti-mentals.com, including the order number, a description of the fault, the date it was discovered and photos. Send the jewellery under complaint to: Sentimental’s Ewelina Bocian-Świątek, ul. Budy 16s/32, 91-610 Łódź, Poland.

Complaints do not cover mechanical damage caused by the user, natural wear and tear or the effects of contact between the jewellery and cosmetics, perfumes, chlorinated or salt water. See our care guidelines for details.

If your parcel arrived crushed, torn or showing signs of having been opened:

• if possible, check the contents in the presence of the courier and draw up a damage report;
• when collecting from a Parcel Locker, take photos and report the damage to InPost;
• take photos of the packaging and the contents before fully unpacking;
• write to us, ideally within 7 days of receipt, enclosing the documentation.

The lack of a damage report or the expiry of these 7 days does not take away your right to file a complaint - a quick report simply makes it easier to pursue claims against the carrier. Until the parcel is handed over to you, the risk of damage lies with the Seller.

If you disagree with our decision, you can use out-of-court methods of handling complaints and pursuing claims:

• a permanent consumer arbitration court at the Provincial Inspectorate of the Trade Inspection;
• mediation proceedings before the Provincial Inspector of the Trade Inspection;
• help from a district or municipal consumer ombudsman or a non-governmental organisation working for consumers.

More information: uokik.gov.pl.

If you live in another EU Member State, you can also contact the European Consumer Centre in your country, which offers free help with cross-border disputes: ECC-Net.

Using these procedures is voluntary for both parties.