Complaints and warranty
If a product arrived damaged, faulty or is not the one you ordered: submit a complaint. Attach photos of the problem. We cover the shipping costs both ways, and in many cases you do not need to send anything back at all.
Simply changed your mind or the size does not fit? That is a return, not a complaint: you have 30 days for it. Go to returns and exchanges →
What counts as a complaint and what does not?
| Situation | What to do |
|---|---|
| The product arrived damaged or destroyed | Complaint |
| Manufacturing defect: splitting seams, falling-off fittings, peeling coating | Complaint |
| We sent the wrong product or wrong size | Complaint |
| Something is missing from the parcel | Complaint |
| You changed your mind | Return |
| The size does not fit | Return or exchange |
How do I submit a complaint?
- Take photos of the problem. This is the most important step, we make the decision based on them.
- Log in to the account the order was placed on and open the complaint form. You will need your order number.
- Describe what is wrong and attach the photos.
- We review the report and reply by e-mail with possible solutions.
Ordered without creating an account? Use the "Recover password" option, and we will create access based on the e-mail address from your order. How to get account access →
You can also write directly to customer@restyle.pl, attach photos and your order number.
Why photos?
Because they usually save you from sending anything back. When the defect is visible in a photo, we can often refund you or send a new product right away, without waiting for the parcel to come back to us.
Useful photos: a close-up of the defect, the whole product, and the label or packaging if the damage happened in transit.
What can I get?
| Solution | When | Do you keep the product? |
|---|---|---|
| Full refund | The damage is obvious: a snapped chain, a torn seam | Yes |
| Partial refund | A minor defect you are able to accept | Yes |
| Exchange for a new one | You want a defect-free item | No, you send it back and we ship a new one at our cost |
| Spare part | One element failed, e.g. a bag strap, and we have it in stock | Yes |
We propose a solution that fits your situation and confirm it by e-mail. If you prefer a different one, let us know and we will work it out.
Who pays for shipping?
We do, both ways. If the product has to come back to us, we cover the cost of sending it back as well as the shipping of the new item to you. A complaint never costs you postage.
This is the key difference from a standard return, where the cost of sending back is on the customer.
The product broke after a few months, what now?
If you see a manufacturing defect (splitting seams, coming-off fittings, peeling coating) and the product was used as intended, write to us with photos and your order number.
EU consumer law gives you a 2-year warranty from the moment the goods are handed over. We handle such cases individually: we usually propose a partial refund, or the repair or replacement of the faulty element.
Normal wear (scuffs, fading, a stretched strap after a year of daily use) is not a manufacturing defect. If you are not sure what you are dealing with, send a photo and we will tell you honestly.
You submit warranty complaints through the same form: Submit a complaint →
I received the wrong product or something is missing
Write straight away to customer@restyle.pl, give your order number and a photo of what actually arrived. We will fix it: we will deliver the missing product or refund your money. If we sent the wrong size, the shipping costs both ways are on us.
Where do I send the parcel if you ask me to send it back?
If we ask you to send it back, please post the parcel to the address below:
RESTYLE SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
Starowiejska 232
08-110 Siedlce
POLAND
Before you send anything, please wait for our e-mail, as in many cases we settle a complaint on the basis of the photos alone.
Any doubts?
We are happy to help. Write to customer@restyle.pl, give your order number and photos, and we will tell you what your options are. Customer service: Monday to Friday, 9:00-17:00.