Withdrawal from the contract

You have 14 days from the date of delivery to inform us that you would like to return your order.

How to request a return?

You can do this in 2 ways:

● via the return form;

● by e-mail: info@fleecozy.com.

You then have another 14 days to send the product back, but the total time may not exceed 30 days from receiving your order.

Please submit your return request before sending the product back. This helps us identify the parcel correctly and process your refund more efficiently.

 

How can you send your return?

A) Self-arranged shipping

You may send the parcel back yourself using any carrier of your choice.

For a standard withdrawal from the contract, the customer covers the cost of returning the product to us, unless applicable law or individual arrangements with us state otherwise.

Return address:
MAG-PACK
Ul. Piołunowa 22
54-530 Wrocław, Poland

Recipient e-mail: info@fleecozy.com
Recipient phone number: +48 780 063 467

Please add the following note on the parcel: “FleeCozy Return” + order number.

When sending the parcel, please also enter our recipient e-mail address and phone number. This allows us to receive a carrier notification that the parcel has been sent and is on its way to us.

Do not send returns cash on delivery.

 

B) InPost Paczkomat® 24/7 – label-free return

Cost: 13,30 zł (the amount will be deducted from your refund)

● After submitting your return request, you will receive a 10-digit code by e-mail.

● Please also write this code on the outside of the parcel - this is very important.

● Send the parcel from the Paczkomat locker selected during the return request.

● On the screen, choose “Wyślij paczkę”, enter the code, place the parcel in the locker and close it.

● After sending the parcel, you will receive an e-mail confirmation.

 

One code = one parcel.

 

C) Return with a printed label

You can order a return label and send the parcel from a drop-off point or hand it over to a courier.

We prepare the label and send it to you by e-mail. You only need to print it and attach it to the parcel before sending.

For a standard withdrawal from the contract, the cost of this service will be deducted from the refund amount.

 

One label = one parcel.

 

Refunds

After a valid withdrawal from the contract, we refund the payment for the returned product or products in accordance with applicable law, our Terms and Conditions and the rules described on this page.

If the entire order is returned, the refund also includes the standard delivery cost paid when placing the order. If you selected a more expensive delivery method than the cheapest standard option available in the store, we may refund the delivery cost only up to the value of the standard option.

If only part of the order is returned, the original delivery cost may not be refundable.

For a standard withdrawal from the contract, the customer covers the cost of returning the product to us, unless applicable law or individual arrangements with us state otherwise.

If, for a standard withdrawal from the contract, you use our paid return label or a return option arranged by us, the cost of this service will be deducted from the refund amount.

Example: if the order cost 200 zł, delivery cost 20 zł, and the selected return method costs 12 zł, we will refund 208 zł.

We process refunds no later than within 14 days of receiving your withdrawal request. However, we may wait with the refund until the product is returned to us or until we receive proof of dispatch.

The refund is made using the same payment method that was used for the order. If you prefer a bank transfer to a specified account, please select this option in the form and provide the bank account number. We will use this method if it is legally and technically possible.

 

Damaged, faulty or incorrect products

The 14-day right to withdraw from the contract applies to standard returns, where you may return the product without giving a reason.

If the product is damaged, faulty, incorrect or does not match your order, please contact us before sending it back. You can do this via the return form or by e-mail at info@fleecozy.com.

Please provide your order number, a short description of the issue and photos of the product and packaging. This helps us assess the situation and confirm the next steps.

Such cases are handled separately from a standard withdrawal from the contract - as a product complaint. If the complaint is accepted, we will offer a solution in accordance with applicable law and our Terms and Conditions.

Depending on the situation, this may include repair, replacement, refund, reimbursement of the necessary return shipping costs or ,  if you prefer to keep the product - a partial refund or price reduction corresponding to the condition of the product.

Do not send damaged, faulty or incorrect products cash on delivery. If returning the product is necessary, please contact us first so that we can confirm the next steps.

 

What information do we need?

If you use the return form, the required information will be collected automatically while you complete it.

If you request a return by e-mail, please provide your order number and the details required for the selected return method:

Label-free return via Paczkomat

● order number,
● phone number,
● number / name of the Paczkomat locker from which the parcel will be sent.

Return with a printed label – drop-off point or courier

● order number,
● full name,
● phone number,
● current shipping address, if the parcel will be sent from a different address than the one provided in the order.

If the parcel is to be collected by a courier, we may additionally need:

● preferred collection day,
● approximate time window.

Couriers do not guarantee collection at a specific hour. If the selected date is not available when creating the label, we will contact you to arrange another possible date.

If the product is damaged, faulty, incorrect or does not match your order, please also include a short description of the issue and  photos of the product and packaging.

If you would like to receive the refund to a different bank account, select this option in the form or mention it in your message and provide the details needed for the transfer.

 

How to pack your return?

● Use a clean box or another secure type of packaging.

● Remove or cover any old shipping labels.

● Protect delicate products additionally, for example with bubble wrap.

● Seal the parcel carefully before sending it.

 

Condition of returned products

We kindly ask that returned products are, where possible, clean, complete and in a condition suitable for resale, together with any tags or labels if they were attached.

You may check the product in the same way as you would in a physical store. However, if the product shows signs of use beyond what is necessary to inspect it, the refund amount may be reduced accordingly.

 

Exchange

If you would like a different colour or model, the fastest solution is to return the product and place a new order.

If we are able to offer another solution in a specific case, our team will be happy to help.

 

FAQ

How long do I have to return a product?

Let us know within 14 days of delivery, then send the product back within the next 14 days - up to a maximum of 30 days from receiving your order in total.

Do I need to request a return before sending the product back?

Yes. Please request the return via the form or by e-mail before sending the product back. This allows us to identify the parcel correctly and process your refund more efficiently.

Who pays for the return?

For a standard withdrawal from the contract, the customer covers the cost of returning the product to us. If you use a label or return option arranged by us, the cost of this service will be deducted from the refund amount, unless applicable law or individual arrangements with us state otherwise.

What if the product is damaged, faulty or does not match my order?

Please contact us before sending the product back via the return form or by e-mail at info@fleecozy.com. Provide your order number, a short description of the issue and photos of the product and packaging. Such cases are handled separately from a standard return, in accordance with applicable law and our Terms and Conditions.

Will the return shipping cost be refunded if the product is damaged, faulty or incorrect?

If the complaint is accepted and returning the product is necessary, we will refund the necessary cost of returning the product in accordance with applicable law and our Terms and Conditions. Please contact us before sending the product back so that we can confirm the next steps.

Will the original delivery cost be refunded?

If the entire order is returned, we refund the standard delivery cost paid when placing the order. If only part of the order is returned, the original delivery cost may not be refundable.

Can I send the return cash on delivery?

No, we do not accept cash-on-delivery returns.

Can I receive the refund to a different bank account?

Yes. If you prefer a transfer to another bank account, select this option in the form and provide the account number. We will use this method if it is legally and technically possible.

Which e-mail address should I contact?

Please write to us at info@fleecozy.com. It is best to include your order number in the subject line.