RETURNS AND ORDER CANCELLATION POLICY
We offer a 14-day withdrawal period. You have the right to return a purchased product within 14 days from the date of receiving your order, without giving any reason.
HOW TO MAKE A RETURN?
Returns are self-service – simply log in to your customer account and go to your order history at:
https://account.thecodestore.pl/orders
Select the products you wish to return and submit the return request according to the instructions.
Once your return has been approved, you will receive an SMS and email directly from InPost with a shipping code that will allow you to send the parcel from an InPost Parcel Locker.
Return address:
The Code Sp. z o. o.
Sasanki 25
05-090 Raszyn
Poland
If, after your return has been approved, you do not receive a shipping code from InPost, please contact us at: info@thecodestore.pl.
Self-service returns are handled through InPost only within Poland. The fixed return fee is 12 PLN and will be deducted from the amount refunded for the order.
For international returns, the cost of return shipping is determined individually, depending on the country from which the return is sent.
If you do not have an account, please contact us by email at info@thecodestore.pl. In your message:
- provide your order number;
- provide the email address used for the purchase;
- indicate the product you wish to return;
- inform us that you wish to make a return.
We will provide you with instructions regarding the further procedure.
RETURN CONDITIONS
The returned product should be in an intact condition, without any signs of use, with all original tags attached and in its original packaging.
If you have any questions regarding returns, please contact us at: info@thecodestore.pl.
DAMAGE AND PROBLEMS
Upon receiving your order, you should immediately check its contents. If you receive a defective, damaged or incorrect product, please contact us at info@thecodestore.pl so that we can assess the situation and propose an appropriate solution.
EXCEPTIONS / NON-RETURNABLE GOODS
The right to return does not apply to:
- personalised products or products made to individual order;
- products made according to the customer's specifications;
- underwear from which the original tags have been removed;
- gift cards.
For hygiene and safety reasons, we do not accept returns of products showing signs of use, dirt or damage that occurred after delivery.
Discounted and sale products are subject to return in accordance with applicable laws.
If you have questions regarding a specific product, please contact us before making your purchase.
EXCHANGES
A free product exchange is possible within 14 days from the date of receiving the order and applies only to changing the size or colour of the same model, subject to availability.
To make an exchange, please contact us by email at info@thecodestore.pl. In your message, provide:
- order number,
- the product you wish to exchange.
You will receive instructions from us regarding the further process.
The product must be returned in accordance with the instructions provided. It should be unused, complete and must not show any signs of use beyond ordinary fitting.
The cost of returning the product is borne by the customer. The cost of shipping the exchanged product is borne by THE CODE.
Once we receive and accept the returned product, we will send the selected size or colour within 3 business days, provided it is available.
If the selected size or colour is unavailable, we will contact you and agree on a further solution.
ORDER CANCELLATION
An order may be cancelled free of charge until it has been processed, i.e. until the parcel has been handed over for shipment. Once the parcel has been dispatched, the order can no longer be cancelled. In such a case, the customer may exercise their right of withdrawal from the contract in accordance with the rules set out in this Returns Policy.
An order can be cancelled independently via the customer panel available at:
https://account.thecodestore.pl/orders
14-DAY WITHDRAWAL PERIOD IN THE EUROPEAN UNION
Regardless of the above, if the goods are shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As stated above, your goods must be in the same condition in which you received them, must not have been used, must have the tags attached and must be in their original packaging. You will also need a receipt or proof of purchase.
REFUNDS
We will notify you once we have received and inspected your return and inform you whether the refund has been approved or rejected. If the refund is approved, it will be automatically processed using the original payment method within 10 business days. Please note that your bank or credit card provider may also require some time to process and complete the refund.
If more than 15 business days have passed since your return was approved, please contact us at info@thecodestore.pl.
COMPLAINTS
If the product you received is defective, damaged or does not correspond to the description, you should submit a complaint by completing the complaint form. Links to the active PDF forms can be found below.
Please send the completed form together with photographs documenting the problem to info@thecodestore.pl.
Complaint return address:
The Code Sp. z o. o.
Sasanki 25
05-090 Raszyn
Poland
Complaints are reviewed within 14 calendar days from the date of receipt of the form. We will inform you of the outcome by email. If the complaint is accepted, we will offer repair, replacement of the product with a new one, a price reduction or a refund, in accordance with applicable laws. The complained-about product must be returned after prior arrangement and receipt of confirmation that the complaint has been accepted. Shipments sent without a completed form may not be accepted.
If the complaint is accepted, we will also refund the cost of return shipping.
