Refund policy

RETURNS & COMPLAINTS POLICY

§1. DEFINITIONS

This Policy governs: (a) withdrawal from a distance contract (return), (b) exchanges, (c) complaints for lack of conformity of goods with the contract (Consumers and Business Customers acting as consumers), (d) business Customer complaints, and (e) reports of shipping damage, shortages, or lost parcels.

  1. Seller: One Tribe EU sp. z o.o., ul. Górna 28/34, 74-320 Barlinek, KRS 0001167971, NIP 5971762821. Returns/complaints e-mail: info@onetribecosmetics.com.

  2. Logistics & returns handling for EU shipments: Our fulfillment partner DTW – One Tribe, Sochaczewska 98 C, 05-870 Błonie Wieś, Poland, manages physical order processing, shipping, and returns for EU countries.

This Policy applies to purchases made in the Online Store [domain] with delivery within the EU and forms an integral part of the Terms and Conditions of One Tribe EU (the “Terms”). Capitalised terms have the meaning given in the Terms.

§2. WITHDRAWAL FROM THE CONTRACT
— Consumers and Business Customers acting as consumers

A Client may withdraw from a distance contract without giving any reason within 14 days from the day the Product is taken into possession (by the Client or a third party other than the carrier indicated by the Client).

Submit a withdrawal statement:
a) Consumers and Clients by e-mail to info@onetribecosmetics.com
The Seller will confirm receipt on a durable medium.

Refunds: The Seller refunds all payments received, without undue delay and in any event no later than 14 days from the day the Seller is informed of the withdrawal. The Seller may withhold the refund until the Product is received back.
Method of refund: as a rule, using the same means of payment used by the Client (card / PayPal / Google Pay), at no fees, unless expressly agreed otherwise.
Return shipping cost: borne by the Client. A registered shipment with tracking is recommended.
Diminished value: The Client is liable for any diminished value of the Product resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (e.g., missing items, damage to unit packaging beyond normal opening of an outer carton).
Return deadline: The Product should be sent back no later than 14 days after submitting the withdrawal statement. Please include the order number and contact details; the model withdrawal form is in §11.

§3. WITHDRAWAL EXCLUSIONS (hygiene clause)

The right of withdrawal does not apply to goods:
a) delivered in sealed packaging which are not suitable for return for health protection or hygiene reasons and were unsealed after delivery (e.g., cosmetics after the seal/foil is broken or the cap is opened);
b) that are perishable or have a short shelf life;
c) made to the Client’s specifications or clearly personalised (if offered).

Unopened, factory-sealed goods can generally be returned within the 14-day period.

§4. EXCHANGES

For speed and clear accounting, exchanges are processed as a return + new order.
If a like-for-like exchange is exceptionally agreed, this will be confirmed in writing by the Returns Team.

§5. Complaints — lack of conformity (Consumers and Business Customers acting as consumers)

The Seller is liable for any lack of conformity existing at delivery and revealed within 2 years of delivery. A lack of conformity that becomes apparent within 1 year of delivery is presumed to have existed at delivery.
The Client may request repair or replacement. The Seller may choose replacement where repair is impossible or would involve disproportionate costs (and vice versa).
If repair/replacement is impossible, not performed within a reasonable time, or cannot be done without significant inconvenience, the Client may request a price reduction or withdraw from the contract (refund).
Submit a complaint to info@onetribecosmetics.com; provide: order number, description of the issue, requested remedy, and photo/video evidence (if applicable).
Response time: within 14 calendar days. Lack of response within this period means the complaint is deemed accepted (for consumer matters).
If the complaint is accepted, the Seller will cover reasonable return shipping costs (based on the least expensive available standard method).

§6. BUSINESS CUSTOMERS COMPLAINTS

In B2B relations, statutory warranty (rękojmia) is excluded/limited to the maximum extent allowed by law, except for wilful misconduct and personal injury.
B2B complaints are handled under the contract and the Civil Code; timelines and procedures may differ from consumer rules.

§7. SHIPPING DAMAGE, SHORTAGES, LOST PARCELS

On receipt, please check the outer condition of the parcel. In case of damage, ask the courier to draw up a damage report and take photos (outer box, inner packaging, labels, seals).
Report issues without undue delay, preferably within 48 hours of delivery, to info@onetribecosmetics.com — this facilitates recovery from the carrier (this does not limit statutory consumer rights).
Suspected loss: if tracking status does not change for 7 days or delivery is significantly overdue, contact us within 14 days from receiving the tracking number; we will initiate a carrier investigation and may ask for a non-delivery statement.
Upon a positive outcome, we will replace the goods, reship missing items, or refund — as agreed.

§8. RETURNS IN PROMOTIONS, SETS AND FREEBIES

Returning an item purchased in a set/promotion may require returning the entire set or a deduction equal to the value of the kept item/freebie — according to the promotion terms shown at purchase.
Discount codes are not exchangeable for cash; on returns we settle them per the promotion rules.

§9. REFUND TIMING AND CHANNEL

Refunds are issued without undue delay, within statutory limits (typically up to 14 days), normally via the original payment method.
Refunds for card/PayPal/Google Pay are processed exclusively through those operators’ systems.

§10. DISPUTE RESOLUTION (ADR)

A Consumer may use alternative dispute resolution (ADR) before approved bodies designated by EU Member States. The European Commission maintains a current directory of dispute resolution bodies at: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies_en.
Using ADR is voluntary and does not affect the right to bring the case before a court.

WITHDRAWAL FORM

Please complete and return this form only if you wish to withdraw from the contract. You must send this form within 14 days from the day on which you received the goods. You can send this form by e-mail.

E-mail for withdrawals: info@onetribecosmetics.com

I hereby give notice that I withdraw from the contract of sale for the following goods:

Product(s) (name / SKU): ____________________________________________
Order number: ____________________________________________
Date of order: ____ / ____ / ______
Date received: ____ / ____ / ______
Quantity returned: ____________________________________________

Consumer details:
Full name: ____________________________________________
Address: _____________________________________________

E-mail / phone: _______________________________________

Refund method:
Refunds are made using the same means of payment used for the original transaction (e.g., card / Apple Pay / Google Pay), unless expressly agreed otherwise and at no additional cost.

Place and date:

Signature (only if this form is notified on paper):

IMPORTANT NOTES
• You must return the goods no later than 14 days from the day you informed us of your withdrawal.
• You will bear the direct cost of returning the goods (unless we have agreed otherwise).
• You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

For internal use (to be completed by the Seller):
Date of receipt of withdrawal: ____ / ____ / ______
Goods returned on: ____ / ____ / ______
Refund processed on: ____ / ____ / ______
Refund reference: ________________________________________