Returns and complaints
Returns and complaints
Below you will find the most important information about returns, exchanges, and complaints.
Returns and complaints – frequently asked questions
Can I return a ready-to-ship product?
Yes. If you are a consumer, you may withdraw from the contract without giving any reason, provided that the product is eligible for return. This applies in particular to ready-to-ship products that have not been made or modified according to your individual specifications.
Can I return a custom-made product?
Products made according to individually selected specifications are generally not eligible for a standard return. However, if your watch strap requires an adjustment to improve the fit or the product you received does not match your order, please contact us and provide your order number. We will review the available options for your particular case and do our best to help.
How long do I have to return a product?
You must notify us of your decision to return the product within 14 days of receiving it. To meet the deadline, it is sufficient to send us your return notification before the 14-day period expires. The product must then be returned without undue delay and no later than 14 days after notifying us of the return.
How do I return a product from outside Poland?
Before returning the product, please notify us by emailing pattini@pattini.pl and include your order number.
If you are withdrawing from the contract and returning a product from outside Poland, arrange and pay for the return shipment yourself and send it to the following address:
PATTINI
ul. Szarych Szeregów 7
75-130 Koszalin
POLAND
Courier contact number: +48 502 257 158
The direct cost of returning the product is borne by the customer. We recommend using a tracked shipping service and keeping the proof of shipment. To help us identify your return quickly, place your order number or other details linking the parcel to your order inside the package.
For shipments sent from outside the European Union, customs documents must be completed accurately and must state that the parcel contains returned goods. Please also include your order number.
If you are making a complaint because the product does not conform to the contract, please contact us before sending it. We will provide further instructions and, if necessary, arrange for the product to be returned at our expense.
When will I receive my refund?
We will issue your refund without undue delay and no later than 14 days after receiving your return notification. We may withhold the refund until we receive the returned product or you provide proof that it has been sent back, whichever occurs first.
If you return the entire order, we will also refund the cost of the least expensive standard delivery method offered for that order. If you selected a more expensive delivery method, the additional cost resulting from your choice will not be refunded.
The refund will be made using the same payment method used for the original transaction, unless we agree on another method that does not result in any additional costs for you.
Can I exchange a product?
Please contact us at pattini@pattini.pl, providing your order number and details of the product you would like to receive in exchange. We will check its availability and explain the available exchange options. For ready-to-ship products, it may be necessary to return the original product and place a new order.
How do I make a complaint?
The easiest way to make a complaint is by emailing pattini@pattini.pl. Please include your order number, describe how the product does not conform to the contract, and tell us how you would like the matter to be resolved. If possible, you may also attach photographs that will help us assess the complaint. We will respond within 14 days of receiving your complaint.
What should I do if the product is damaged or does not match my order?
Please email pattini@pattini.pl, providing your order number and a description of the problem. If possible, attach photographs of the product and its shipping packaging. Do not return the product before receiving our instructions. We will explain the next steps and, if necessary, arrange for the product to be returned at our expense.
Can I change or cancel my order?
To request a change or cancellation, please email pattini@pattini.pl as soon as possible and provide your order number. Whether a change can be made depends on the current stage of order processing. For custom-made products, a change or cancellation may no longer be possible once production has started. Once the parcel has been dispatched, we can no longer stop or change the shipment. This does not affect your right to return the product in cases where such a right applies.
