Returns and complaints

Returns and Complaints

Goods are refundable within 30 days of receipt. Returned goods should be complete, have original labels and tags and may not bear traces of use.

WARNING! We do not offer exchange of products purchased online. In this case, please return and purchase again.

PAYMENT REFUND may take from 1 to 14 days on the terms defined by law.

If you paid for the order in cash on delivery and provide us with your bank account details, the refund will be made to the indicated account number.

I. Returns

You have two options to return orders placed in our online store:

1. Fee returns

Within 30 days of receiving the package, you can return your purchase for free at the following Stores (only in Warsaw):

1. Warsaw, ul. Nowy Świat 43

2. Warsaw, Blue City, Al. Jerozolimskie 179

To return the goods, please complete the Return Form that you received with your order. Please pack the purchased goods, your completed Return Form and your receipt or other proof of purchase into one package and present it to the shop assistant.

The parcel will be sent to our warehouse by a member of our Store team.

PLEASE NOTE:

We do not refund your payments on the spot (at the store). You will receive a refund within 14 days.

2. Standard returns

To return the goods, please complete the Return Form that you received with your order. Please pack the purchased goods, your completed Return Form and your receipt or other proof of purchase carefully into one package and send by courrier to the following address:

by Insomnia

ul. Kwitnącego Sadu 2

02-202 Warszawa

PLEASE NOTE:

We accept returns only in our warehouse. We are unable to collect parcels from collection points, such as Paczkomaty 24/7, DPD Pickup or Odbiór w PUNKCIE (Post Office service)

The refund includes only the value of the returned goods, delivery costs are not refundable. The refund for the returned product will be made within 14 calendar days of receipt by the Store of the complete parcel with goods showing no traces of use. The return will be made by bank transfer to the account indicated by the Customer in the Return Form.

WARNING! We do not offer exchange of products purchased online. In this case, return and purchase again.

II. Complaints

The Customer has the right to lodge a complaint if they notice the following in the shipped parcel: manufacturing defects or incompatibility of the goods with the goods indicated in the placed order. In such case, please send the goods back to the Store's address:

by Insomnia

ul. Kwitnącego Sadu 2

02-202 Warszawa

Please attach the proof of purchase and the completed Complaint Form to the returned goods. The Store does not accept parcels sent COD (paid by the recipient). Complaints are processed within 14 days from the date of receipt by the Store of the parcel with the claimed goods. In the case the complaint is found justified, the damaged product will be repaired or exchanged for another, free of defects, and if it is no longer possible (e.g. due to exhaustion of stocks), the Store will refund the Customer with the equivalent of the product's price or offer a choice of other goods available in the Store.