Refund policy

Refund & Returns Policy – Chef Lab Store

Store operator:
PROF-STORE Sp. z o.o.
Al. Jerozolimskie 85/21
02-001 Warsaw, Poland
VAT ID: PL7011113987
E-mail: profstore.pl@gmail.com
Returns address: Julianowska 68D/2, 05-500 Julianów, Poland

1. General information

This Refund & Returns Policy explains how you can return products purchased in the Chef Lab Store and under which conditions we issue refunds.

This Policy is in line with applicable EU consumer protection rules (including the 14-day right of withdrawal for EU consumers) and Polish law.European Union+2Европейское Центр Потребителей Германия+2

Nothing in this Policy limits your statutory rights.

2. Right of withdrawal (change-of-mind returns – EU customers)

If you are an EU consumer, you have the right to withdraw from a distance contract (online purchase) within 14 days without giving any reason.

2.1 Return period

  • You must notify us of your decision to return the order within 14 calendar days of receiving the goods.

  • After you have notified us, you must send the product(s) back without undue delay, typically within another 14 days.

We currently accept only full order returns, not partial returns of single items from a multi-item order, unless we explicitly agree otherwise in writing or applicable law requires a different solution.

2.2 Condition of returned products

For a change-of-mind return to be accepted:

  • Products must be unused, in resellable condition,

  • Free from signs of use, damage or modification,

  • In their original packaging (where reasonably possible), with all components, accessories, manuals, and any free gifts included with the order.

If a product shows signs of use beyond what is necessary to check its nature, characteristics and functioning, we may reduce the refund to reflect the loss in value. shop.air-up.com+1

3. Defective, damaged or incorrect products

We take great care to ensure product quality and proper packing. However, if you receive a defective, damaged or incorrect product, please contact us immediately.

3.1 Notification and photos (damaged/defective items)

If your order is damaged in transit, defective on arrival, or you receive the wrong item:

  1. Inform us as soon as possible after delivery (ideally the same or the next business day).

  2. No later than within 3–5 business days of delivery, send us:

    • a clear description of the issue,

    • photos of:

      • the external packaging (including labels),

      • the internal packaging,

      • the damaged/defective product.

  3. Where we request it, you must return the product within 5 days of receiving it, unless we agree otherwise.

This documentation allows us to investigate the issue and, where applicable, file a claim with the carrier.

3.2 What we offer for defective/incorrect products

Once we confirm that the product is defective, damaged in transit, or incorrect:

  • we will refund you in full or

  • offer a replacement (subject to availability),

and we will either:

  • provide a pre-paid return label or

  • reimburse your reasonable return shipping costs (for the method we approve in advance).

4. Products that cannot be returned

We do not accept returns in the following cases, except where the product is defective or we are legally obliged to accept the return:

  • Products that have been used, washed, sharpened or show clear signs of use (e.g. used cookware, knives with visible wear, scratched or damaged surfaces).

  • Products sold as “final sale” / clearance / promotion where it is clearly indicated that they are not returnable.

  • Gift cards and other non-physical / digital vouchers.

  • Customised or personalised products (e.g. items with engraving), if the right of withdrawal does not apply or the legal return period has expired. Jumpseller+2TermsFeed+2

If you are unsure whether your item can be returned, please contact us before sending it back.

5. Who pays for return shipping?

5.1 EU returns – change of mind

For change-of-mind returns (14-day right of withdrawal) within the EU:

  • You are responsible for the cost of returning the goods to us, unless we explicitly state otherwise.

  • This approach is consistent with EU consumer law, which allows the seller to require the consumer to pay return shipping if it is clearly communicated in advance. Kancelaria LBKP Legal+3European Union+3europe-consommateurs.eu+3

We recommend using a tracked shipping method, as you remain responsible for the parcel until it reaches us.

5.2 EU returns – defective / incorrect products

If the product is defective, damaged in transit or you receive the wrong item, we will:

  • either provide a pre-paid return label, or

  • reimburse your reasonable return shipping costs after we receive the product and confirm the issue.

5.3 Returns from outside the EU (including USA)

For returns from outside the European Union (e.g. US, UK, Switzerland, Norway and other non-EU countries):

  • The customer bears all costs related to the return, including:

    • return shipping charges,

    • any customs duties, import taxes or brokerage fees charged on the return.

If such additional costs are billed to us by the carrier or customs, we may deduct them from your refund.

6. What we refund (and what we do not)

6.1 Product price and original shipping

When a return is accepted:

  • We refund the price of the returned product(s).

  • If you return the entire order under the 14-day right of withdrawal, we also refund the original shipping cost up to the amount corresponding to the cheapest standard shipping option that we offered at the time of purchase. If you chose a more expensive delivery method (e.g. express shipping), we are not obliged to refund the extra cost. UOKiK - Prawa konsumenta+1

For defective/incorrect items, we refund the full product price and, where applicable, the original shipping cost in line with your legal rights.

6.2 Non-refundable costs

We do not refund:

  • return shipping costs for change-of-mind returns (unless required by law or we have explicitly agreed otherwise),

  • any customs duties, taxes or fees related to returns from outside the EU, if these are charged to us by third parties.

7. How to request a return

To initiate a return:

  1. Contact us at profstore.pl@gmail.com and include:

    • your order number,

    • your full name,

    • details of the item(s) you wish to return,

    • the reason for the return (change of mind / damaged / defective / wrong item),

    • photos, if the item is damaged or defective.

  2. Wait for our confirmation and instructions. We may:

    • confirm the return address (by default: Julianowska 68D/2, 05-500 Julianów, Poland),

    • provide a return authorisation number or form,

    • in case of defective/incorrect items, provide a pre-paid label or confirm reimbursement of return shipping.

  3. Pack the items securely, preferably in the original packaging, and include the order number and your contact details inside the parcel.

We may refuse or delay processing returns that arrive without prior notice or without sufficient information to identify the order.

8. Processing of refunds

Once we receive and inspect your return, we will notify you by email whether your refund has been approved or refused.

  • If approved, we will process the refund within 14 days from:

    • the day we receive the returned goods, or

    • the day you provide proof of having sent back the goods (e.g. a tracking receipt),
      whichever occurs first, in line with EU rules. Poradnik Przedsiębiorcy+1

  • Refunds are issued using the same payment method that you used for the original transaction (card, PayPal, etc.), unless we explicitly agree on a different method that does not generate any additional costs for you.

We do not offer exchanges; instead, you can place a new order once your refund has been processed.

9. Non-compliant returns

We reserve the right to refuse or reduce refunds if:

  • the return is made outside the applicable time limits,

  • the returned products are clearly used, damaged or incomplete and exceed normal handling necessary to inspect them,

  • the return does not comply with this Policy and applicable law.

In such cases, we may:

  • return the item(s) back to you at your cost, or

  • offer a partial refund reflecting the reduced value of the goods.

We will always act in accordance with your statutory rights as a consumer.

10. Contact

For any questions regarding returns or refunds, please contact us:

PROF-STORE Sp. z o.o.
Al. Jerozolimskie 85/21
02-001 Warsaw, Poland
Returns address: Julianowska 68D/2, 05-500 Julianów, Poland
E-mail: profstore.pl@gmail.com
Phone: +48 780 589 558