Refund policy

Returns — key points at a glance

  • 14 days — statutory right to withdraw from the contract without giving a reason, in both models.
  • 30 days — Bulvonia satisfaction guarantee, offered in addition to your legal rights.
  • One returns address in Poland, whatever payment method you used.
  • The buyer pays the direct cost of sending the goods back (if we accept a complaint, we pay).

§1. General provisions

  1. Returns and complaints are handled by DTC Factory sp. z o.o., Tajęcina 51E, 36-002 Jasionka, Poland, KRS 0001256088, NIP 5170473800, e-mail: halo@bulvonia.com.
  2. The Bulvonia shop operates in two models (§4 of the Terms and Conditions): Model A — sale from a warehouse in Poland (cash on delivery), where Bulvonia is the Seller; Model B — intermediation in purchases from abroad (online payment), where Bulvonia is the Intermediary. This Policy applies to both models. If this Policy conflicts with the Terms and Conditions, the Terms and Conditions prevail.

§2. Statutory right of withdrawal — 14 days

  1. A Consumer and an Entrepreneur with Consumer Rights may withdraw from the contract within 14 days without giving a reason.
  2. In Model A, the period runs from the day you take possession of the goods. In Model B, you enter into two contracts: an intermediation contract with Bulvonia (14 days from its conclusion) and a sales contract with the Foreign Seller (14 days from taking possession of the goods). In practice, if you withdraw after receiving the parcel, you count 14 days from delivery.
  3. To meet the deadline, you only need to send your statement before the period ends, e.g. by e-mail to halo@bulvonia.com or using the model form in Appendix A to the Terms and Conditions.
  4. We refund all payments received, including the cost of the cheapest delivery method we offer, within 14 days of receiving your statement. The cash-on-delivery surcharge (Model A) is a cost of the payment method you chose and is not refundable. We may withhold the refund until we receive the goods or proof that they have been sent back.
  5. Model B: if we have already transferred funds to the Foreign Seller, we refund the Commission and any funds not yet transferred within 14 days, and the transferred funds no later than 30 days after receiving your statement.
  6. The buyer pays the direct cost of sending the goods back. From Poland, this is usually PLN 15–30; from other countries, it depends on the carrier's price list.

§3. Satisfaction guarantee — 30 days

  1. In addition to the statutory 14 days, we offer a voluntary satisfaction guarantee: if the product does not meet your expectations, you can request a return within 30 days of delivery. This applies to both models. In Model B, it is a voluntary commitment of the Intermediary (§7.6 of the Terms and Conditions).
  2. The goods must be complete and carefully packed for transport. The original packaging is not required. If the goods have been used beyond normal use in line with the instructions, or have been damaged through the Customer's fault, we may deduct the part of the price that corresponds to the loss in value.
  3. You can choose a refund of the product price, an exchange or a price reduction. We review your request within 14 days. Once we accept it and receive the goods, we refund the money within 14 days.
  4. The satisfaction guarantee does not limit any of your rights under the law.

§4. Exceptions to the right of withdrawal

The right of withdrawal does not apply in the cases listed in Article 38 of the Polish Consumer Rights Act. This includes, in particular, goods supplied in sealed packaging that cannot be returned once opened for health protection or hygiene reasons, and digital content (e.g. e-books) supplied before the withdrawal period ends with the Consumer's consent.

§5. How to return goods — step by step

  1. Write to halo@bulvonia.com: give your order number and tell us whether you want to return the goods (14 days) or use the satisfaction guarantee (30 days).
  2. We usually reply within 1 business day with a confirmation and instructions.
  3. Send the goods to: FenXU, Room 218, 3rd Floor, Building B, Deshi Innovation Workshop, No.388 Jinyuan Sixth Road, Jiangqiao Town, Jiading District, 200137 Shanghai, China, tel. +86 15137912080. The same address applies to both models and all countries.
  4. Put a note with your order number in the parcel. If you would prefer a bank transfer instead of a refund to your original payment method, give your bank account number.
  5. Refund: for a withdrawal — within 14 days of receiving your statement (we may wait for the goods or proof of dispatch); for the satisfaction guarantee — within 14 days of accepting your request and receiving the goods.

§6. Exchanges

  1. You can arrange an exchange by contacting halo@bulvonia.com, subject to product availability.
  2. If the exchange follows an accepted complaint or the satisfaction guarantee, we pay the shipping costs. If the exchange is for any other reason (e.g. a different variant), the Customer pays the shipping costs.

§7. Complaints — faulty goods or goods not in conformity with the contract

  1. Model A: as the Seller, we are liable for the conformity of the goods with the contract for 2 years from delivery. You may request repair or replacement and, in the cases set out in the Act, a price reduction or withdrawal from the contract.
  2. Model B: the Foreign Seller is liable for the conformity of the goods with the contract. Write to us and we will accept your complaint and handle all correspondence with the Foreign Seller. You also have the 30-day satisfaction guarantee (§3).
  3. Submit your complaint by e-mail to halo@bulvonia.com or in writing to DTC Factory sp. z o.o., Tajęcina 51E, 36-002 Jasionka, Poland. Include your order number, a description of the problem, what you are requesting and photos.
  4. We respond within 14 days. If a Consumer or an Entrepreneur with Consumer Rights receives no response within this period, the complaint is deemed accepted. If we accept a complaint, we pay the cost of return shipping.

§8. Refunds

We refund money using the same payment method the Customer used, unless the Customer provides a bank account number and thereby agrees to a refund by bank transfer. For cash-on-delivery orders, we refund by bank transfer to the account the Customer provides. Refunds are free of charge for the Customer.

§9. Customs duties and import taxes (Model B)

For shipments over EUR 150, the Customer, as the importer, pays customs duty, import VAT and any carrier or customs agency fees. Refusing to accept a parcel because of these charges counts as cancellation for reasons attributable to the Customer. In that case, we may deduct the documented costs of returning or disposing of the parcel, up to a maximum of 30% of the Commission. This does not limit your right to withdraw from the contract after receiving the parcel.

§10. Product safety

If a product is found to be unsafe, we will inform you by e-mail and offer an exchange, repair or a full refund of the price (§12 of the Terms and Conditions).

§11. Out-of-court dispute resolution

You can get help from a consumer ombudsman (rzecznik konsumentów), use mediation at a provincial inspectorate of the Inspekcja Handlowa (Trade Inspection), or go to a permanent consumer arbitration court (list: polubowne.uokik.gov.pl). If you live in another EU country, you can get help from the European Consumer Centre. The European ODR platform was closed on 20 July 2025.

This Returns Policy applies from 22 October 2026.