Refund policy

Seller / Business Operator: Donizza.art Ewa Kazanowska
NIP (Tax ID): 9512108188
Address for Returns & Inquiries: ul. Ogrodowa 3, 55-010 Radwanice, POLAND
Email Contact: studio@donizza.art

Thank you for shopping at Donizza.art. We take great pride in our artistic craftsmanship. Because our products consist of handmade, bespoke concrete planters created with individual finishing techniques, specific terms and legal exclusions apply regarding returns and order cancellations.

1. General Standard Return Policy (Ready-Made / Off-the-Shelf Items)

For standard, non-customized, ready-made items purchased from our available stock, we offer a 30-day return policy. This means you have 30 days after receiving your item to request a return.

To be eligible for a return on these qualifying items:

  • The item must be in the exact same condition that you received it, unworn, unused, undamaged, with all original tags attached.
  • The item must be in its original packaging.
  • You will need to provide the receipt, order confirmation, or proof of purchase.

2. Custom Made-to-Order Products & Exclusion of Return Right

IMPORTANT LEGAL NOTICE /
EXCLUSION OF RIGHT OF WITHDRAWAL:

In accordance with Article 38(3) of the Polish Consumer Rights Act (and equivalent EU Directive 2011/83/EU provisions on consumer rights), the statutory right of withdrawal or return does NOT apply to contracts for the supply of non-prefabricated goods made to the consumer’s specifications or clearly personalized.

Our concrete planters are handcrafted artistic products created according to individual parameters agreed upon with you (including custom decorative finishes such as Venetian stucco, rust/corten effect, travertine, structural concrete, relief, artistic plasters, custom dimensions, forms, drainage holes, or tailored pigment shades).

Summary of Return Eligibility:

  • Made-to-Order / Custom / Personalized Planters: NON-RETURNABLE and non-refundable once produced according to agreed specifications.
  • Ready-Made / Stock Planters: Eligible for return within 14 days (EU cooling-off period) or 30 days under our standard store policy, provided they have not been personalized or modified.

Artistic Nature Notice: Each Donizza.art planter is a unique piece of art. Natural variations in texture, shade, micro-cracks, or sheen are inherent characteristics of artistic concrete craftsmanship and do not constitute product defects.

3. How to Start a Return (For Eligible Goods)

To start a return for an eligible item, please contact us first at studio@donizza.art.

Please note that returns will need to be sent to the following address:

Donizza.art
ul. Ogrodowa 3
55-010 Radwanice, POLAND

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at studio@donizza.art.

4. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if merchandise is being shipped into the European Union, consumers have the right to cancel or return their order within 14 days, for any reason and without justification.

PLEASE NOTE: This right strictly applies ONLY to ready-made, non-customized stock items and DOES NOT apply to custom-made, made-to-order, or personalized planters as described in Section 2.

For eligible non-customized items, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

5. Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

  • Custom products (such as special orders, custom-finished planters, or personalized items).
  • Sale items or promotional purchases.
  • Gift cards.

Please get in touch if you have questions or concerns about your specific item.

6. Damages, Defect Claims, and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

  • Transport Damage: Planters are shipped via door-to-door courier services (palletized or boxed depending on dimensions). If visible damage occurred during transit, please ensure a damage protocol (protokół szkody) is prepared with the carrier upon delivery.
  • Warranty Claims: Non-returnability due to custom production does not affect your statutory rights regarding defective products under warranty (our products carry a 24-month manufacturer warranty against material and manufacturing defects) or statutory non-conformity provisions.

7. Exchanges

The fastest way to ensure you get what you want is to return the eligible item you have, and once the return is accepted, make a separate purchase for the new item.

Note: Custom/personalized products cannot be exchanged unless defective.

8. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at studio@donizza.art.