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Returns and complaints

The instructions below will help you easily return, exchange or complain about your order. You need help? Write to us at .

01. Return policy

  1. You can return an order placed in our store within 30 days from the date of delivery of the order.
  2. To make it easier for you to make a return, we offer convenient returns via the Furgonetka system - go to the Register a return section and follow the instructions in 3 simple steps.
  3. If you prefer to make a return using another method of your choice, complete the return form (withdrawal from a distance contract) and send it to us by e-mail at - we prefer ecological solutions and avoid printed forms. You can also write out the necessary information by hand and attach it to the package - but please make sure that you include your name, order number and, in the case of cash on delivery, the bank account number to which we will refund the money.
  4. Send your return shipment to:

    BTR Concept Sp. z o. o
    street Polki 1A/20
    02-826 Warsaw

  5. For logistical reasons, we do not accept returns sent to parcel lockers, collection points, post offices, or cash on delivery.
  6. Make sure that the product you want to return does not show any signs of use, has original tags or factory protection, and is packed in the original packaging.
  7. In accordance with consumer law, care products (cosmetics, hygiene products, cosmetic accessories) whose packaging has been opened are not subject to returns.
  8. To return a product included in a promotional set, please return the entire order.
  9. We will refund the money immediately - within 14 days from the date of acceptance of your return. If you decide to return your entire order, we will also refund the standard delivery costs.
  10. Detailed returns regulations are available on the Store Regulations page.

02. Register the return

Register your return shipment in the Furgonetka system - the system will automatically assign it to your order. You can conveniently send your parcel from home, a pickup point or via courier, without having to print a return label.

Pack and secure the products you want to return. Select your preferred shipping method and date. Take the parcel to the selected collection point or hand it to the courier.

We will refund the money within 14 days of accepting the return, using the same payment method that was selected when placing the order. In the case of orders sent on delivery, the refund will be made to the bank account provided in the return form.

03. Exchanges

To replace your product, please contact us at .

04. Complaints

To register a complaint for a defective product, please contact us at , attaching a completed complaint form and photos showing the defect or damage. The entity responsible for considering the complaint is the manufacturer of the complained goods, whom we will immediately contact to consider the complaint. A detailed complaint policy can be found in the Store Regulations section.


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