Cancellation policy

COMPLAINT POLICY

AliKe Pottery Studio – www.alike.pl

1. Legal basis for complaints

The Customer has the right to submit a complaint regarding goods on the basis of statutory liability for defects under the Polish Civil Code.
Statutory liability applies for 2 years from the date the goods are delivered to a Consumer or an Entrepreneur with consumer rights.

Complaints may concern physical defects and lack of conformity of the goods with the contract.

For digital content (such as online materials, files or electronic content), the seller is liable for lack of conformity with the contract for 2 years from delivery of the content.

2. How to submit a complaint

A complaint should be submitted in writing or by email to:
studio@alike.pl

We recommend including:

  • full name,

  • order number,

  • description of the defect,

  • date it was noticed,

  • requested remedy (repair, replacement, price reduction or refund).

Missing any of the above information does not affect the validity of the complaint.

3. Response time

AliKe reviews a complaint within 14 days of receiving it.
Failure to respond within this period means that the complaint has been accepted.

4. Handling an accepted complaint

If a complaint is accepted:

  • AliKe covers the cost of returning the product concerned,

  • the Customer is informed how the complaint will be resolved:
    repair, replacement, price reduction or refund.

Refunds are made using the same payment method chosen by the Customer, unless the Customer agrees to another method.

5. Limitations of liability

Signs of use consistent with the product's normal purpose are not considered a defect.

Ceramics are a natural material and may display:

  • minor discoloration,

  • slight variations in shape,

  • micropores,

  • natural characteristics of the clay body.

These characteristics do not constitute grounds for a complaint.

6. Complaints about products from Creators (Marketplace)

For products sold by Creators through the Marketplace:

  • the Creator is responsible for handling complaints,

  • AliKe acts only as an intermediary,

  • the Creator is required to handle complaints in accordance with the law,

  • AliKe may assist in forwarding the complaint but does not resolve disputes.