Complaints and Returns

The detailed rules for withdrawal and submitting complaints are described in the Store Regulations, but below you will find a summary of the most important information.

Right of Withdrawal

If you are a consumer or an entrepreneur with consumer rights, you have the right to withdraw from a distance contract – within 14 days of receiving the goods.

To withdraw from the contract, send us an email with your statement to: hello@cotty.pl

In the message, include:

  • your full name,
  • order number,
  • name and quantity of the goods being returned,

Return the goods to the following address:
AVVIO Maciej Janyska
Kossaka 96
64-920 Piła
Poland

The return must be made no later than 14 days from the date of sending the withdrawal statement. Enclose with the shipment:

  • the signed withdrawal declaration (you can download a form template HERE),
  • (optionally) proof of purchase, e.g., a receipt.

Refunds (including the cost of original delivery – up to the amount of the cheapest option) will be made no later than 14 days from the date of receipt of the withdrawal statement.
We reserve the right to withhold the refund until:

  • we receive the returned goods, or
  • we receive confirmation of their dispatch – whichever occurs first.

We will refund the funds using the same payment method that was used for the order (unless the Customer agrees to a different method).
The cost of returning the goods is borne by the Customer.

Complaints

If the goods are defective or do not comply with the contract, you can file a complaint under the statutory warranty.

We accept complaints by email at: hello@cotty.pl

In the message, provide:

  • order number,
  • name and quantity of the goods being complained about,
  • description of the problem,
  • photos confirming the defect or non-compliance (will speed up processing).

Send the complained goods to the address:
AVVIO Maciej Janyska
Kossaka 96
64-920 Piła
Poland

In the case of an accepted complaint, you may request:

  • repair of the goods,
  • replacement with a new item,
  • a price reduction,
  • or withdrawal from the contract (if the defect is significant).

We are liable for defects found up to 2 years from delivery of the goods.
We will process your complaint within 14 days of its receipt.