Return Policy

Returns & Complaints Policy

a) Products made according to the customer’s individual specifications (handbikes, forks, frames, and cranksets) are excluded from the right of withdrawal.

b) In accordance with: Article 38(3) of the Polish Consumer Rights Act, and Article 16(c) of Directive 2011/83/EU, customers may not withdraw from the contract or return custom-made products due to a change of mind once production has begun.

a) Custom-made products remain fully covered by the statutory warranty (rękojmia). If a custom-made product:

• Is defective

• Does not comply with the agreed specifications

• Was damaged during delivery

the customer may exercise statutory rights under Polish law.

b) Available remedies may include:

• Repair

• Replacement

• Price reduction

• Withdrawal from the contract (refund), where legally justified

a) For standard, non-custom products, consumers have the right to withdraw from the contract within 14 days without giving any reason, in accordance with the Polish Consumer Rights Act.

b) The withdrawal period expires 14 days after the consumer receives the product.

c) To exercise the right of withdrawal, the consumer must inform us of their decision before the withdrawal period expires.

If the consumer withdraws from the contract:

a) All payments received from the consumer, including standard delivery costs, will be refunded

b) Refunds will be made without undue delay and no later than 14 days after receipt the product is returned or proof of return is provided

c) The consumer bears the cost of returning the goods.

Returned standard products must:

a) Be unused or only handled to the extent necessary to check their nature and characteristics

b) The consumer is responsible for any diminished value resulting from use beyond what is necessary.

a) Regardless of whether a product is custom-made or standard, consumers have the right to submit a complaint if the product is defective or non-conforming.

b) Complaints should be submitted to: contact@carbon-project.eu

c) Please include:

• Order number

• Description of the issue

• Photos or documentation (if available)

d) We will respond within 14 days, as required by Polish law.

a) Normal wear and tear

b) Improper use or lack of maintenance

c) Mechanical damage caused by accidents

d) Unauthorized modifications or repairs

e) Failure to follow instructions or safety guidelines

a) In cases of valid complaints, return shipping costs will be covered by us

b) In cases of withdrawal for standard products, return shipping costs are borne by the consumer

Carbon-Project Sp. z o.o.

contact@carbon-project.eu

Przemyska 102

38-500 Sanok

Poland