Returns and Complaints

Effective from: 10 October 2026

Withdrawal from the contract (returns)

Deadline

A consumer (and a sole trader buying with consumer rights) may withdraw from the contract without giving any reason within 14 days of the day they took possession of the goods. To meet the deadline, it is enough to send your withdrawal statement before it expires. You must then send the goods back within 14 days of your statement.

The right of withdrawal does not apply to goods made to the Customer's specifications or personalised (e.g. engraving, a size outside the range offered in the store, bespoke design) – see §7 of the Terms and Conditions.

How to withdraw

Send a clear statement to support@fadaria.com, through our contact form or by post to the address below. You may use the model withdrawal form (you can send it straight from our contact form), but it is not obligatory. We will confirm receipt by email.

Return address

Fadaria Maciej Krawczyk
ul. Szlak 77, lok. 222
31-153 Kraków, Poland

Please mark the parcel with your order number.

Return costs

The direct cost of sending the goods back is borne by the Customer. We recommend an insured, tracked service (e.g. UPS, InPost).

Condition of returned goods

You may handle the goods as you would in a shop – to the extent needed to establish their nature, characteristics and functioning. You are liable for any diminished value resulting from handling beyond that (e.g. signs of wear, scratches). In that case the refund may be reduced by that difference in value.

Refunds

We will refund all payments received, including the original delivery cost (up to the cheapest standard delivery option offered in the store), without undue delay and no later than 14 days from receiving your withdrawal statement. We may withhold the refund until we receive the goods back or proof that you have sent them, whichever is earlier. The refund will be made using the same payment method you used, unless you expressly agree otherwise; you will not incur any fees as a result.

Size exchange

If a ring or wedding band does not fit, you can send it back to us within 14 days of receiving it to exchange it for a different size (see §6 of the Terms and Conditions). Please contact us before sending – we will send you instructions.

Once we receive the piece, we inspect it. If it shows no signs of wear (e.g. scratches or deformation), we resize it or, if the design does not allow resizing, make a new piece in the size you need – at no extra charge – and ship it to you free of delivery costs. Resizing takes about 2 weeks; a new piece takes the same time as a standard order (21–28 working days). The free size exchange is available once for each piece. If the piece shows signs of wear, we will contact you about the next steps.

The size exchange does not apply to pieces engraved or changed to your specification (e.g. modified stones or band, a bespoke design). If you are not sure of your size, we recommend ordering without an engraving and having the piece engraved later by a local jeweller.

The cost of sending the piece back to us is borne by the Customer. After 14 days, resizing is a paid service – please contact us.

Complaints

Lack of conformity with the contract

The Seller is liable to the Consumer for any lack of conformity of the goods with the contract that existed at the time of delivery and becomes apparent within 2 years of delivery (Articles 43a–43q of the Polish Consumer Rights Act). In that case you may request repair or replacement. You may request a price reduction or withdraw from the contract if repair or replacement is impossible, we have refused or failed to carry it out, the lack of conformity persists despite repair or replacement, or it is serious enough to justify doing so straight away (Article 43e of the Act). You cannot withdraw from the contract if the lack of conformity is minor.

The costs of repair or replacement, including shipping the goods under complaint, are borne by the Seller. Please contact us before sending – we will provide shipping instructions at our cost.

What is not covered

Damage arising after delivery for reasons outside the Seller's control is not a lack of conformity, in particular:

• mechanical damage (dropping, impact, crushing)
• damage from exposure to high temperature, moisture or chemicals
• damage caused by third parties
• normal wear and tear

In such cases we may offer a paid repair.

How to make a complaint

1. Email support@fadaria.com (or call +48 455 578 467) with your order number, a description of the problem and photos of the product.
2. We will send you shipping instructions for the goods at our cost.
3. We will reply to your complaint by email within 14 days of receiving it. If we do not respond within that time, the complaint is deemed accepted.
4. Once the complaint is accepted, we will repair or replace the goods without undue delay. If you withdraw from the contract, we will refund the price within 14 days of receiving the goods or proof that you have sent them; for a price reduction, within 14 days of receiving your statement. Refunds are made using the same payment method you used, unless you expressly agree to another method at no cost to you.

Complaints address

Fadaria Maciej Krawczyk
ul. Szlak 77, lok. 222
31-153 Kraków, Poland

Contact

Email: support@fadaria.com
Phone: +48 455 578 467
Phone hours: Mon–Fri 10:00–18:00 (Polish time)

Important information

• This policy does not limit your consumer rights under applicable law. In case of conflict, the law prevails.
• The provisions on withdrawal and lack of conformity apply to Consumers and sole traders with consumer rights. Rules for other Customers are set out in §11 of the Terms and Conditions.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

The “Fill in and send” button opens our contact form with this text already filled in – just complete the missing details and send the message.