Returns & Refunds Policy

1. Overview

This Returns & Refunds Policy describes how you can return Products purchased from eshop.xmtextiles.com and how refunds are processed. It applies in addition to your statutory rights under Polish and European Union consumer law and forms part of our Terms & Conditions.

The Seller is XM Textiles Polska Sp. z o.o., Kontenerowa 21, 80-601 Gdańsk, Poland. Returns correspondence: [email protected] / +48 58 585 99 35.

2. Consumer right of withdrawal (14 days)

If you are a Consumer within the meaning of EU Directive 2011/83/EU and the Polish Act on Consumer Rights of 30 May 2014, you have the right to withdraw from the sales contract within 14 calendar days from the day you (or a third party indicated by you, other than the carrier) take physical possession of the Products, without giving any reason and without incurring any cost other than the direct cost of return shipping.

To exercise this right, send an unequivocal statement of withdrawal to [email protected] before the 14-day period expires. You may use the EU model withdrawal form; using the form is not mandatory.

3. Exceptions to the right of withdrawal

In accordance with Article 16 of Directive 2011/83/EU (and the Polish Act on Consumer Rights, art. 38), the right of withdrawal does not apply to:

• Products cut to length, width or shape according to the Consumer’s specification — for example, fabric cut from a larger roll to a customer-specified metreage;
• Products clearly personalised for the Consumer — for example, custom-printed reflective tapes or fabrics dyed to a non-stock colour;
• Products that, after delivery, by their nature are inseparably mixed with other items;
• sealed Products which, for reasons of hygiene or health protection, are not suitable for return after the seal has been broken.

For these categories, the Consumer accepts that the right of withdrawal is lost upon order placement (for custom-cut goods) or upon breaking the seal (for sealed goods), in accordance with EU and Polish law.

4. Business Customers

The statutory 14-day right of withdrawal applies only to Consumers and does not extend to Business Customers (companies and sole proprietors purchasing for professional purposes). Returns by Business Customers are accepted only by written agreement with the Seller and may be subject to a restocking fee. Custom-cut and made-to-order textile products are non-returnable by Business Customers.

5. Condition of returned Products

To be eligible for a refund:

• the Product must be returned in its original packaging, with all labels, tags and Technical Data Sheets attached;
• the Product must be unused and in resaleable condition — standard handling for the purpose of inspection, as you would in a physical shop, is permitted;
• sealed Products may be returned only with the seal intact (see Section 3).

The Consumer is liable for any diminished value of the Product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.

6. How to return Products

1. 1Notify us by email at [email protected] within the 14-day window, stating the order number, the Products being returned and the reason (the reason is not required for Consumer withdrawal, but helps us improve).
2. 2Receive return instructions, including the return address, within 1–2 business days.
3. 3Pack and ship the Products to the address indicated. The Consumer bears the direct cost of return shipping unless the Products are defective.
4. 4Once we receive and inspect the returned Products, we confirm acceptance by email within 5 business days.

7. Refund procedure

For accepted returns, the Seller refunds all payments received from the Consumer, including the original delivery costs (with the exception of any additional costs arising from the Consumer’s choice of a delivery method other than the cheapest standard delivery offered by the Seller). The refund is made within 14 days from the day the Seller is informed of the Consumer’s decision to withdraw, but may be withheld until the Products have been received back or the Consumer has supplied evidence of having sent them back, whichever is earlier.

Refunds are issued to the original payment method used for the order. No refund fees are charged.

8. Defective, damaged or non-conforming Products

If the Products you receive are defective, damaged in transit or do not match the order specification, please notify us within 7 days of delivery. In such cases:

• the Seller pays for return shipping;
• the Consumer may demand repair, replacement, a price reduction or — where the defect is material — withdrawal from the contract, in accordance with the Polish Civil Code (art. 556 et seq.) and the EU Sale of Goods Directive (2019/771);
• where Products fail to meet a declared certification (e.g. EN 469, EN ISO 11611), please attach the certification reference from the relevant TDS and a description of the non-conformity. Independent testing may be requested.

9. Return address

Returns must be sent to the address provided in our return instructions (see Section 6, step 2). Do not return goods to the headquarters address printed on the invoice without prior coordination — this may delay processing.

10. Out-of-court dispute resolution

Consumers may use the European Commission’s Online Dispute Resolution platform: ec.europa.eu/consumers/odr. Consumers may also turn to the Polish Trade Inspection Authority (Inspekcja Handlowa) and to local consumer ombudsmen.

11. Contact

Questions about returns: [email protected] · +48 58 585 99 35.