Informativa sui rimborsi

Returns and Refunds Policy

Returns and Exchanges

The products offered in the Store are new, manufactured to individual orders, according to the specifications selected by the Customer, in accordance with the concluded agreement, and have been legally introduced to the European Union market.

Right to Withdraw from the Contract

In accordance with EU Directive 2011/83/EU on consumer rights, the right to withdraw from a distance contract does not apply to the Consumer if the subject of the contract is a non-prefabricated item, manufactured according to the Consumer's specifications or serving the satisfaction of their individualized needs.

The custom-made products offered in the Store, being made to order according to the individual specification of the Customer, are not subject to return without providing a reason.

However, a Customer who is a Consumer or an entity referred to in Section 10 of the Terms and Conditions has the right to file a complaint due to the non-compliance of the product with the contract (e.g., in case of faulty workmanship, incorrect size, or product damage). In such a case:

First, the Customer should report the complaint, which will be reviewed by the Seller;
The Seller may make corrections, repairs, or replace the product;
Only if repair or replacement is not possible or effective, the Customer has the right to withdraw from the contract and receive a refund – in accordance with the law.

Complaints should be directed to the email address: info@evamats.store

For standard products (non-customized): cloths, protectors, car hangers, and other non-personalized accessories

You have the right to withdraw from this contract within 14 days without providing any reason, in accordance with EU Directive 2011/83/EU. The deadline for withdrawal from the contract expires after 14 days from the day you acquire the item or from the day a third party, other than the carrier and indicated by you, acquires the item.

For Consumers outside the EU/EEA: the right to withdraw from a distance contract is governed by the consumer protection laws applicable in your country of residence. The Seller will honor any longer or more favorable withdrawal period mandated by such laws.

To exercise the right of withdrawal, you must inform us (EVAMATS Sp. z o.o., ul. Strzelca 42, 80-299 Gdańsk, Poland, tel. +48 732 082 512, info@evamats.store) of your decision to withdraw from this contract by an unambiguous statement (e.g., a letter sent by post, fax, or email). You may use the withdrawal form template, but it is not mandatory.

To keep the withdrawal deadline, it is enough that you send us information regarding the exercise of your right to withdraw from the contract before the deadline expires.

Consequences of Withdrawal from the Contract

In the event of withdrawal from this contract, we will refund all payments received from you, including delivery costs (except for additional costs resulting from the chosen delivery method, other than the cheapest standard delivery method we offer), immediately, and in any case no later than 14 days from the day we were informed of your decision to exercise the right of withdrawal from this contract.

The refund will be made using the same payment methods you used in the original transaction, unless you have explicitly agreed to a different solution; in any case, you will not incur any fees in connection with this refund.

We may withhold the refund until we receive the item or until we receive proof of its return, depending on which event occurs first.

Please return or hand over the item (EVAMATS Sp. z o.o., ul. Strzelca 42, 80-299 Gdańsk, Poland) without undue delay, and in any case no later than 14 days from the day you informed us of the withdrawal from this contract. The deadline is met if you send the item before the 14-day period expires.

You will have to bear the direct costs of returning the item.

The right to withdraw from the contract by the Consumer is excluded in the case of contracts where the subject of performance is a non-prefabricated item, manufactured according to the Consumer's specifications, or serving the satisfaction of their individualized needs.

Complaint Under Warranty

All products offered in the Store are covered by the Seller's warranty valid worldwide, subject to local consumer protection laws in the Customer's country of residence.
The warranty period for products is 24 months for Consumers (in accordance with Directive 2019/771/EU on the sale of goods, applicable across the EU/EEA), and 12 months for Business Customers (Entrepreneurs). Where local consumer protection law in the Customer's country of residence provides for a longer warranty period, such longer period shall apply. The warranty period is counted from the date the product is delivered to the Customer.
The document entitling the Customer to warranty protection is the warranty card or proof of purchase.
The details of the warranty provider, information about the goods covered by the warranty, the warranty period, and warranty conditions, as well as the rights entitled to the Customer under the warranty, are provided in the warranty card attached to the product or available on the Store's website.
The warranty does not exclude the rights of the Consumer or entity referred to in Section 10 of the Terms and Conditions under EU Directive 2019/771/EU regarding the non-compliance of the product with the sales contract, which are granted by law.
Presumption of non-conformity: In accordance with EU consumer law, if a defect manifests itself within 12 months from the date of delivery, it is presumed to have existed at the time of delivery, unless this presumption is incompatible with the nature of the goods or the nature of the lack of conformity. The burden of proof rests with the Seller.

Complaint Due to Non-Compliance of the Product with the Contract

The basis and scope of the Seller's responsibility to the Customer who is a Consumer for the lack of compliance of the product with the contract are defined by EU Directive 2019/771/EU and the laws of the Republic of Poland (as the country where the Seller is established). Mandatory consumer protection provisions of the Customer's country of residence apply additionally where they provide greater protection.
The basis and scope of the Seller's responsibility to a Business Customer for liability under the Polish Civil Code (Kodeks cywilny) are defined in the Polish Civil Code.
The Seller is responsible for the non-compliance of the product with the contract existing at the time of delivery and discovered within 2 years of that time, unless the expiration date of the product specified by the Seller or manufacturer is longer.
Complaints can be submitted:
- By email to: info@evamats.store
- By post to: EVAMATS Sp. z o.o., ul. Strzelca 42, 80-299 Gdańsk, Poland
The complaint should include as much information and circumstances as possible regarding the complaint, including:
- Type and date of the irregularity;
- Photographic documentation (if possible);
- Contact details.
To assess the irregularity and non-compliance of the product with the contract, the Consumer or entity referred to in Section 10 of the Terms and Conditions is obliged to make the product available to the Seller – the Seller will collect it at their own expense.
The Seller will respond to the complaint immediately, but no later than 14 days from the date of receipt. If additional information, technical opinions, or expertise are needed, this period may be extended, and the Customer will be informed accordingly.
If no response is received within 14 days from a Customer who is a Consumer or an entity referred to in Section 10 of the Terms and Conditions, it is considered that the complaint is accepted – unless the Seller has previously informed about the need to extend the period.
Hierarchy of remedies (in accordance with Article 13 of Directive 2019/771/EU): The Customer who is a Consumer is entitled to:
- Primary remedies: repair or replacement of the product (Customer's choice, where reasonable);
- Secondary remedies: price reduction or termination of contract – only available if primary remedies are impossible, disproportionate, refused by the Seller, or not provided within reasonable time.
In the case of an accepted complaint, the Seller:
- Will cover the costs of repair or replacement and the cost of delivering the product back to the Customer;
- Will reduce the product price in accordance with the proportional value and refund the difference within 14 days of receiving the statement;
- In the case of withdrawal from the contract, will refund the full product price within 14 days of receiving the returned item or proof of its return; the return shipping cost is borne by the Seller.
The response to the complaint will be provided to the Customer in writing or on a durable medium, such as email or SMS.

Out-of-Court Dispute Resolution

For information on out-of-court dispute resolution mechanisms (ADR/ODR) and competent national bodies, please refer to § 7 of our Terms and Conditions.