Refund policy

RETURN AND ORDER CANCELLATION POLICY

We offer a 14-day withdrawal period. You have the right to withdraw from the purchase agreement and return the purchased product within 14 days from the date of receiving your order, without providing any reason.

Returns are self-service – simply log in to your customer account and go to your order history at:

https://account.thecodestore.pl/orders

Then select the products you wish to return and follow the instructions provided in your customer account panel.

For a return to be accepted, the product must be in its original condition, must not show any signs of use, must have all original tags attached, be packed in its original packaging, and include proof of purchase.

After initiating a return, you will receive further instructions regarding shipping the parcel to the following address:

THE CODE Sp. z o.o.
ul. Sasanki 25
05-090 Raszyn
Poland

Return shipping costs are covered by the customer.

If you have any questions regarding returns, please contact us at:
info@thecodestore.pl

DAMAGE AND PROBLEMS

Please inspect your order immediately after receiving it. If you receive a defective, damaged, or incorrect product, please contact us at info@thecodestore.pl so that we can assess the situation and provide an appropriate solution.

EXCEPTIONS / NON-RETURNABLE ITEMS

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 original tags have been removed;
gift cards.

For hygiene and safety reasons, we do not accept returns of products showing signs of use, stains, or damage caused after delivery.

Discounted and sale products are eligible for return in accordance with applicable legal regulations.

If you have questions regarding a specific product, please contact us before making a purchase.

EXCHANGES

The fastest and most effective way to exchange a product is to return the item through your customer account and purchase the new size as a separate transaction.

You may also use the active PDF exchange form available below:

EXCHANGE FORM [PLN]
EXCHANGE FORM [ENG]

and send it together with a message to: info@thecodestore.pl

After receiving your request, we will reserve the new size for you and ship it once the returned product has been received and approved.

ORDER CANCELLATION

An order can be cancelled free of charge until it has been processed, meaning until the parcel has been handed over for shipment. Once the parcel has been dispatched, cancellation of the order is no longer possible. In this case, the customer may exercise their right of withdrawal from the purchase agreement according to the rules described in this Return Policy.

Orders can be cancelled independently through the customer account panel available at:

https://account.thecodestore.pl/orders

14-DAY RIGHT OF WITHDRAWAL IN THE EUROPEAN UNION

Regardless of the above provisions, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without providing justification.

As described above, the product must be returned in the same condition in which it was received, must not have been used, must have all tags attached, and must be placed in its original packaging. Proof of purchase or receipt will also be required.

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 your refund is approved, it will be automatically processed through your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process and complete the refund. If more than 15 business days have passed since your refund was approved and you have not received the funds, please contact us at: info@thecodestore.pl

COMPLAINTS

If the product you received is defective, damaged, or does not match the description, you should submit a complaint by completing the complaint form. Links to the active PDF forms are available below:

COMPLAINT FORM [PLN]
COMPLAINT FORM [ENG]

Send the completed form along with photos documenting the issue to info@thecodestore.pl.

Complaints are processed within 14 calendar days from the date of receiving the completed form. We will inform you about the outcome of the complaint via email.

If the complaint is accepted, we will offer a repair, replacement of the product with a new one, a price reduction, or a refund – in accordance with applicable legal regulations.

The product subject to complaint should be returned only after prior agreement and receiving confirmation that the complaint has been accepted for processing. Parcels sent without a completed complaint form may not be accepted.

If the complaint is accepted, we will also reimburse the return shipping costs.