Returns and complaints

This page defines the rules for returns and complaints in the italiaModa.pl store, operated by FASHION GROUP POLAND MADEJSKI General Partnership, ul. dr Jerzego Lutza 26, 05-092 Dąbrowa, VAT ID: 5242913942. The store conducts sales exclusively in the B2B model – for business entities (valid VAT ID required).

Note: B2B contracts are generally not subject to consumer withdrawal rights. Returns may only be accepted based on individual arrangements or an approved complaint.

Table of Contents

  1. Principles and Scope (B2B)
  2. Product Complaints
  3. Electronic Service Complaints
  4. Returns (by Agreement)
  5. Transport Damage
  6. Exclusions and Limitations
  7. Returns and Complaints – International Clients
  8. Addresses, Contact and Form
  9. GDPR – Data Processing for Returns/Complaints

Principles and Scope (B2B)

  1. Sales are conducted exclusively for business customers; statutory consumer rights, including the right of withdrawal, do not apply.
  2. Complaints may be submitted in the case of a product defect, non-compliance with the order, or defective electronic services (e.g., form or payment errors).
  3. Product returns are only possible after prior agreement with the Seller and assignment of an RMA number.

Product Complaints

  1. Complaint submission period: within 14 days of receiving the shipment (does not apply to hidden defects discovered later).
  2. Send your complaint to info@italiamoda.pl including:
    • order/invoice number,
    • description of the issue (defect/non-compliance),
    • photos/videos documenting the defect,
    • contact details of the person submitting the claim.
  3. After initial verification, you will receive return instructions. Cash-on-delivery parcels are not accepted.
  4. Return address: ITALIAMODA, CH EUROPEAN, ul. Marii Świątkiewicz 51, box A-28, ul. Nadrzeczna 7a, 05-552 Wólka Kosowska.
  5. Complaints are processed within 14 days after receiving the returned product.
  6. If the complaint is accepted – replacement with a defect-free product or, if unavailable (out of stock), a refund of the price and original delivery cost.
  7. Sale or clearance products are not eligible for complaints regarding defects known and accepted at the time of purchase.

Electronic Service Complaints

  1. Report any issue (e.g., online payment, form errors) by email to info@italiamoda.pl.
  2. Please include: date/time, error description, screenshots, browser/device used, and contact details.
  3. We will respond within 14 days with information on the resolution or estimated repair time.

Returns (by Agreement)

  1. Returns are only accepted after written agreement with the Seller and assignment of an RMA number.
  2. The product must be new, complete, in its original packaging, unused, free of odors, and with original tags/labels attached.
  3. Return shipping costs are borne by the Client; cash-on-delivery shipments are not accepted.
  4. After successful verification, a refund will be issued within 14 days to the Client’s bank account.

Transport Damage

  1. Upon delivery, check the condition of the shipment in the presence of the courier. In case of damage, prepare a carrier’s damage report and take photos.
  2. Report any damage immediately to info@italiamoda.pl including documentation.
  3. Shipments are handled via InPost and Apaczka.pl (e.g., InPost, DPD, DHL – depending on the checkout option).

Exclusions and Limitations

  • No statutory right of withdrawal applies under B2B contracts; returns are only possible by agreement.
  • Cash-on-delivery parcels are not accepted.
  • Products with personalization, clearance items with accepted defects, or used goods are not eligible for return.

Returns and Complaints – International Clients

  1. Return and complaint rules are the same as above; please contact us by email in advance to obtain an RMA and shipping instructions.
  2. For international shipments (default terms DAP), customs duties, import taxes, and local fees in the destination country are paid by the Client; this also applies to returns.
  3. Refunds are made via bank transfer (in PLN or – upon agreement – in EUR). International transfer fees are borne by the Client (recommended option: OUR).

Addresses, Contact and Form

Seller’s Details:
FASHION GROUP POLAND MADEJSKI General Partnership
ul. dr Jerzego Lutza 26, 05-092 Dąbrowa
VAT ID: 5242913942, e-mail: info@italiamoda.pl

Return/Complaint Address (by agreement):
ITALIAMODA, CH EUROPEAN, ul. Marii Świątkiewicz 51, box A-28,
ul. Nadrzeczna 7a, 05-552 Wólka Kosowska

Sample Email Template:
• Order/Invoice Number:
• Description of the issue (defect/non-compliance):
• Quantity and product codes:
• Photos/videos documenting the issue:
• Contact details (name, phone):

GDPR – Data Processing for Returns/Complaints

  1. Data is processed to handle and manage the complaint/return (Art. 6(1)(b) and (f) GDPR), as well as to fulfill legal obligations (Art. 6(1)(c)).
  2. Scope: identification and contact data, transaction data, and photo/video documentation necessary for verification.
  3. Retention period: for the duration of the case and for the legally required archival period under tax/accounting laws or until limitation periods expire.
  4. Rights: access, rectification, erasure, restriction, objection, data portability, and the right to lodge a complaint with the President of the Polish DPA (UODO).

©️ FASHION GROUP POLAND MADEJSKI Sp.j. – italiaModa.pl