Refund policy

Returns, withdrawal and order cancellation policy

We have a 14-day return policy for non-personalized products. This means that you have the right to withdraw from the contract within 14 days from the day you received the goods, without giving any reason.

Order cancellation

An order can be cancelled within 1 hour of being placed. This also applies to personalized orders, provided that the cancellation is requested within this time frame. The order can be cancelled through the customer account or by contacting us at: atelier@silvermouse.shop.

To exercise your right of withdrawal:

- use the form in your customer account,
- contact us at: atelier@silvermouse.shop and send us a statement of withdrawal from the contract, including the order number and the details needed to identify the purchase.

After submitting your statement of withdrawal, you have 14 days to return the product to the following address:

Atelier Silver Mouse
ul. Pod Olszyną 4
43-382 Bielsko-Biała
Poland

The returned product should be sent back in a condition that has not deteriorated, except for changes resulting from the normal checking of its nature, characteristics and functioning. We kindly ask you to return the product in its original packaging where possible, but the absence of the original packaging does not exclude the right of withdrawal.

The direct cost of returning the product is borne by the customer, unless the product is defective, damaged, does not match the order, or we agree otherwise individually.

Products excluded from returns

The right of withdrawal does not apply to personalized products made according to the customer’s specifications or intended to meet the customer’s individual needs. This applies in particular to products with custom engraving, text, date, initials, symbol, coordinates, handwriting or any other personalization chosen by the customer.

This exclusion does not limit the customer’s rights in the case of a defective, damaged product or a product that does not match the order.

Damage, defects and products not matching the order

Please check your order after receiving it and contact us without delay if the product is defective, damaged, or if you have received the wrong product. In such a case, we will assess the issue and propose an appropriate solution in accordance with applicable consumer protection regulations.

Exchanges

The fastest way to receive a different product is to return the non-personalized product in accordance with the rules above and place a new order. For personalized products, the possibility of an exchange depends on the nature of the order and the reason for the request.

Refunds

After receiving the returned product or proof of its return shipment, we will inform you about the further status of your return. The refund will be made using the same payment method that was used for the purchase, unless we expressly agree on a different method.

The refund includes the price of the product and the cost of standard delivery to the customer, up to the amount of the cheapest ordinary delivery method available when placing the order. Additional costs resulting from choosing a more expensive delivery method are not refundable.

The refund will be made no later than within 14 days from the day we receive your statement of withdrawal from the contract. However, we may withhold the refund until we receive the product or until the customer provides proof of having returned it — whichever occurs first.