Refund policy

Have a question about returning an item or receiving a refund? You’ll find the details below, with contact information at the end if you need help.

The terms below come from our Time Craft Co. Regulations. The full document explains the defined terms, including “StartUp”, and related provisions.

Returns and cancelling your purchase (§11)

The provisions of this paragraph will apply to a Client who is a Consumer, or to a natural person concluding a contract with StartUp directly related to their business activity, when the content of this contract shows that they do not have a professional nature for that person, resulting in particular from the subject of their business activity, made available on the basis of the provisions on the Central Register and Information on Business Activity (CEiDG).

The Client indicated in paragraph 1 has the right to withdraw from the contract without giving a reason and incurring costs, unless the provisions of generally applicable law or the provisions of these Terms and Conditions provide otherwise. The contract from which the Client indicated in paragraph 1 has withdrawn will be considered never concluded.

To terminate the contract, it is sufficient to submit a statement of termination of the contract and send it to StartUp within 14 (say: fourteen) days. The Client indicated in paragraph 1, who concluded the Agreement via the online interface, may withdraw from the Agreement by submitting a declaration of withdrawal, also using the withdrawal function. This declaration may apply to selected Goods or Services. To withdraw from the Agreement in the manner referred to in paragraph 4, the Client completes the declaration of withdrawal using the withdrawal function available on the Website and then submits this declaration to StartUp using the confirmation of withdrawal function.

When the withdrawal period starts

The notice period will commence:

for the Contract under which StartUp issues the Goods, being obliged to transfer its ownership - from taking possession of the Goods by the Client or a third party other than the carrier indicated by him, and in the case of the contract, which:
- includes many Goods that are delivered separately, in batches or in parts - from taking possession of the last Goods, batches or parts thereof,
- consists in regular delivery of the Goods for a specified period - from taking possession of the first of the Goods;
for other contracts - from the date of concluding the contract.

How to request a return

To meet the deadline to withdraw from the contract, it is sufficient:

to send a written statement to the StartUp address indicated in the Terms and Conditions or the Website, or
to send a statement in documentary form to the StartUp e-mail address indicated in the Terms and Conditions or the Website, or
completing the declaration of withdrawal from the contract using the withdrawal function referred to in paragraphs 4-5 above and submitting it to StartUp using the confirmation of withdrawal function.

StartUp immediately sends the Client, on a durable medium, a confirmation of receipt of the statement of withdrawal from the contract, submitted electronically. If the Client submits a declaration of withdrawal from the contract using the confirmation of withdrawal function referred to in paragraphs 4-5 above, StartUp shall immediately send him a confirmation of receipt of the declaration of withdrawal from the contract, including its content and the date and time of its submission on a durable medium.

Sending your item back

In the event of termination of the contract, the Client must return the purchased Product immediately, no later than within 14 (say: fourteen) days of termination, unless StartUp has offered to collect the Goods itself. To meet the deadline, it is enough to send the goods before its expiry. The costs of returning the goods are borne by the Client.

Refunds and delivery costs

In the event of withdrawal from the contract by the Client, StartUp is obliged to reimburse the Client for the amount paid for the Product and the shipping costs to the Client, within no more than 14 (say: fourteen) days from the date of receipt of the notice. However, if the Client has chosen a method of delivery of the Product other than the cheapest method offered on the Website for a given order, StartUp is not obliged to reimburse the Client for the additional costs incurred.

StartUp will refund the amount due to the Client using the same method of payment as used by the Client, unless the Client has expressly agreed to another method of refund that does not entail any costs for the Client. Startup may withhold the return of payments received from the Buyer until the Product is received back or the Buyer provides evidence of its return, whichever occurs first.

If the Client has sent a statement of withdrawal before receiving the order confirmation from StartUp, the order is cancelled. The Client is responsible for reducing the value of the Goods as a result of using them in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of the Goods.

Exceptions to the right of withdrawal

The Client is not entitled to withdraw from the contract in the cases indicated in the Act of 30 May 2014 on consumer rights, in particular in relation to contracts:

for the provision of services for which the consumer is obliged to pay the price if the entrepreneur has fully performed the service with the express and prior consent of the consumer who was informed before the commencement of the provision that after the performance by the entrepreneur he will lose the right to withdraw from the contract, and has taken this into account;
where the price or remuneration depends on fluctuations of the financial market over which the Seller has no control and which may occur before the expiry of the withdrawal period;
where the subject of the service is non-prefabricated goods, produced according to the specifications of the consumer or serving to meet his individual needs;
where the subject of the service is goods that are perishable or have a short shelf life;
the subject matter of the contract is an item delivered in a sealed package which cannot be returned after its opening for health protection or hygienic reasons, if the package has been opened after delivery;
in which the subject matter of the performance are things which after delivery, due to their nature, are inseparably connected with other things;
in which the subject of the contract consists of alcoholic beverages, the price of which has been agreed upon the conclusion of the Sale Contract, and which can be delivered only after 30 days and the value of which depends on fluctuations in the market, over which the Seller has no control;
in which the Consumer expressly requested the Seller to come to him for urgent repair or maintenance; if the Seller provides additional services other than those requested by the Consumer, or supplies products other than spare parts necessary for repair or maintenance, the right to withdraw from the Sale Contract is available for the Consumer with regard to such additional services or items;
in which the subject matter of the supply are sound or visual recordings or computer programs supplied in sealed packaging if the packaging has been opened after delivery;
for supply of newspapers, periodicals, and magazines, with the exception of subscription contract;
concluded by public auction;
for the provision of accommodation, other than for residential purposes, the carriage of goods, car rental, catering, services related to leisure, entertainment, sports or cultural events, if the contract includes date or period of the service provision;
for the supply of digital content not supplied on a tangible medium, for which the consumer is obliged to pay the price, if the entrepreneur began the service with the express and prior consent of the consumer, who was informed before the start of the service that after the performance by the entrepreneur he will lose the right to withdraw from the contract, and he took this into account, and the entrepreneur provided the consumer with the confirmation referred to in Article 15 (1) and (2) or Article 21 (1) of the Consumer Rights Act;
for the provision of services for which the consumer is obliged to pay the price, in cases when the consumer has explicitly requested the entrepreneur to come to him for repair, and the service has already been fully performed with the express and prior consent of the consumer.

StartUp will also correct the previously provided proofs of purchase (VAT correcting invoice or corrective specification).

Refund payments (§12)

StartUp will make a refund, within 14 (say: fourteen) calendar days, using the same payment methods that were used by the Client for payment, unless the Client has expressly agreed to another method of refund, which does not involve any costs for him, in the case of:

termination of the contract in whole or in part (in which case the relevant part of the price is refundable) in the case of an order paid in advance before its implementation;
accept the complaint and the inability to repair the damaged Goods or replace them with a new one or provide a Digital Service/Service in accordance with the contract;
recognition of the right to request a reduction in the price of the Product.