Returns & Refund Policy

 

1. Right of Withdrawal (Distance Contracts)

In accordance with applicable European Union and national regulations, a Consumer has the right to withdraw from a distance contract within 14 calendar days from the date of receipt of the goods, under the conditions described in the Store Regulations.

This right applies exclusively to standard, prefabricated, non-personalized products.

2. Exclusion of the Right of Withdrawal – Custom-Made Products

The right of withdrawal does not apply to products which are:

  • handmade to individual order,

  • produced according to the Client’s measurements, specifications, or material selections,

  • prepared specifically for a given order, including materials cut to size for that order.

Such products constitute non-prefabricated goods manufactured according to the consumer’s specifications or intended to meet their individualized needs, within the meaning of:

  • Article 38(3) of the Polish Act of 30 May 2014 on Consumer Rights,

  • Article 16(c) of Directive 2011/83/EU of the European Parliament and of the Council.

Consequently, returns or refunds are not possible where the product:

  • complies with the agreed specification,

  • is free from defects,

  • corresponds to the description and arrangements confirmed during the ordering and consultation process.

3. Colours and Shades – Distance Purchases

Product images and material photographs are prepared with due care and with the intention of accurately representing colours and tones.

However, Fabrica Cacti cannot guarantee identical colour perception across all devices, as this depends on individual screen calibration, display settings, and lighting conditions on the Client’s side.

Differences in the perception of colour, tone, or shade between images presented online and the actual product do not constitute grounds for withdrawal, return, or complaint, provided the product conforms to the agreed specification.

To avoid uncertainty, Clients are encouraged to:

  • request material samples where available,

  • contact the workshop prior to placing an order,

  • confirm key visual characteristics during the consultation stage.

4. Complaints

Complaints are reviewed individually, taking into account the handcrafted and unique nature of the products.

Valid grounds for submitting a complaint include exclusively:

  • material defects,

  • damage,

  • manufacturing errors,

  • non-compliance of the product with the agreed specification (e.g., incorrect measurements or materials).

The following do not constitute valid grounds for complaint:

  • differences in colour perception or tone,

  • material texture resulting from natural properties or historical production techniques,

  • characteristics inherent to handmade and craft-based production.

5. Craft Materials and Historical Techniques

Certain products and materials are created using traditional or historical manufacturing methods, which may result in:

  • minor irregularities,

  • variations in texture,

  • visible traces of handcraftsmanship.

Such characteristics are considered an integral part of the product’s authenticity and do not constitute defects.

Any special requirements or expectations must be communicated before production begins.

6. Complaint Procedure and Contact

Prior to returning any product, the Client is required to contact Fabrica Cacti in advance by email or telephone.

Shipments returned without prior agreement may not be accepted.

If a complaint is upheld, Fabrica Cacti will, in agreement with the Client:

  • correct the product,

  • replace or adjust selected elements,

  • or propose another fair and proportionate solution.

Due to the unique and custom-made nature of the products, refunds are not the standard form of remedy unless otherwise agreed by both parties.

7. Principle of Good Faith

Although custom-made products are excluded from the statutory right of withdrawal, Fabrica Cacti acts in good faith and strives to find fair and reasonable solutions that respect both the Client’s interests and the realities of handcrafted, one-of-a-kind production.