Complaints & Claims

Complaints

The online store is obligated to deliver the goods free from defects (in accordance with the contract).

1.The Customer has the right to return or request a replacement of a faulty product in accordance with applicable consumer protection laws, including those arising from EU regulations implemented in Poland. For products purchased after January 1st, 2023, complaints may be submitted based on the product's non-conformity with the contract.

2. If you believe that the product you purchased is not in conformity with the contract or is defective, you may submit a complaint.

3. To submit a complaint:

a. Write to us:

• by email at: craft@myalpaca.eu, or
• in writing to: My Alpaca sp. z o.o., ul. Pużaka 18, 38-400 Krosno, Poland.

The complaint should include:

• the Customer’s full name;
• email address;
• proof of purchase (e.g., invoice, payment confirmation, etc.);
• clear identification of the Product concerned;
• a precise description of the defect;
• an indication of the remedy you expect (product replacement, repair, refund, price reduction, etc.);
• the date of submission and the Buyer’s signature (or that of their authorised representative).

b. Send us the parcel with the product under complaint. Please do not send any parcels “cash on delivery”. Products under complaint must be delivered directly to the company’s registered office. They may not be sent to a parcel locker or other collection point.

4. MyAlpaca is responsible for any defects in the Products in accordance with applicable consumer protection and contract laws. The Seller’s liability towards Buyers is limited to what is legally required by such regulations.

5. Complaints are reviewed no later than 14 days from the date of receipt of the product under complaint.

6. By accepting these Terms and Conditions, the Customer agrees to be contacted by the Seller via email, telephone, and other means of remote communication for the purposes of fulfilling the contract.