# WITHDRAWAL, RETURNS AND COMPLAINTS POLICY
## Right of Withdrawal
If you are a Consumer, you have the right to withdraw from a distance Sales Contract within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, takes physical possession of the Product.
If an Order contains several Products delivered separately, the withdrawal period begins when you receive the last Product, batch or parcel.
To exercise your right of withdrawal, send us an unequivocal statement:
**By email:** [info@mimii.pl](mailto:info@mimii.pl)
**By post:**
MIMII SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
ul. 30 Stycznia 38B
83-110 Tczew
Poland
You may use the model withdrawal form included in our Terms and Conditions, but this is not mandatory.
Sending your withdrawal statement before the 14-day period expires is sufficient to meet the deadline.
## Cancelling an Order Before Dispatch
You may request cancellation of your Order before it is dispatched by contacting us at [info@mimii.pl](mailto:info@mimii.pl).
We will make every reasonable effort to stop the Order. If it has already been dispatched, the standard withdrawal and return procedure applies.
## Returning a Product
After informing us of your withdrawal, return the Product without undue delay and no later than 14 days after submitting your withdrawal statement.
Please send the Product to:
MIMII SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
ul. 30 Stycznia 38B
83-110 Tczew
Poland
The return deadline is met if the Product is sent before the 14-day period expires.
The Consumer bears the direct cost of returning a Product when withdrawing from the Sales Contract because they have changed their mind.
The Product should be securely packaged to prevent damage during transport.
Opening the transport or vacuum packaging does not, by itself, exclude your right of withdrawal. However, you are responsible for any reduction in the Product’s value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.
Using the Product during play, washing it, staining it, damaging it or returning it with hair, odours or other signs of use may reduce its value.
## Refunds
We will refund all payments received from you, including the cost of the least expensive standard delivery method offered for your Order.
We are not required to refund additional delivery costs resulting from your choice of a delivery method more expensive than the least expensive standard delivery method available.
The refund will be made without undue delay and no later than 14 days after we receive your withdrawal statement.
We may withhold the refund until we receive the returned Product or you provide proof that it has been sent back, whichever occurs first.
The refund will be made using the same payment method used for the original transaction unless you expressly agree to another method that does not involve additional costs.
## Standard Variants and Individually Made Products
The Mimii configurator allows you to select standard options from our current range, including size, fabric, colour, set composition, number of balls and ball colours.
Selecting these standard variants does not make the Product individually personalised and does not exclude your 14-day right of withdrawal.
The right of withdrawal may be excluded only where a Product is genuinely made according to your individual, non-standard specifications or is clearly personalised to meet your individual needs.
If the right of withdrawal does not apply to a particular individually made Product, this information will be clearly displayed before you place the Order.
## Complaints and Products Not in Conformity with the Contract
If a Product is damaged, incorrect or otherwise not in conformity with the Sales Contract, you have the right to submit a complaint to the Seller.
Please send your complaint:
**By email:** [info@mimii.pl](mailto:info@mimii.pl)
**By post:**
MIMII SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
ul. 30 Stycznia 38B
83-110 Tczew
Poland
Where possible, include:
* your Order number;
* a description of the problem;
* the date on which the problem was noticed;
* the remedy you are requesting;
* photographs showing the issue, if they are available.
Photographs may help us process the complaint more quickly, but they are not mandatory if the issue can be assessed without them. A paper receipt is also not the only acceptable proof of purchase.
The Seller is responsible for a lack of conformity that exists at the time of delivery and is revealed within two years from the date on which the Product was delivered.
If a Product is not in conformity with the Sales Contract, you may request:
* repair; or
* replacement.
Repair or replacement will be carried out within a reasonable time, free of charge and without significant inconvenience to you.
We may repair the Product instead of replacing it, or replace it instead of repairing it, if your chosen remedy is impossible or would involve disproportionate costs, in accordance with applicable law.
You may request an appropriate price reduction or withdraw from the Sales Contract if:
* repair or replacement is impossible or disproportionate;
* we have not repaired or replaced the Product within a reasonable time;
* the Product remains non-conforming despite an attempted repair or replacement;
* the lack of conformity is sufficiently serious; or
* it is clear that we will not bring the Product into conformity within a reasonable time or without significant inconvenience.
You may not withdraw from the Sales Contract if the lack of conformity is minor, unless mandatory law provides otherwise.
We will respond to your complaint within 14 days after receiving it.
You must make the Product available to us where inspection, repair or replacement is required. We will arrange collection or cover the necessary return costs where required by law.
If the complaint concerns a damaged, incorrect or non-conforming Product, the Consumer does not bear the costs of returning, repairing or replacing it.
Statutory complaint rights do not cover damage caused after delivery by misuse, accidental damage, failure to follow care or safety instructions, or normal wear and tear, unless the damage results from a lack of conformity that existed when the Product was delivered.
More information is available in our Terms and Conditions.
