Returns, Withdrawal & Refunds

At a glance

1. Withdrawal: 14 days, no reason needed

As a consumer, you can cancel your order within 14 days of receiving the goods without giving any reason. You don't need to meet any condition. Your notice within the deadline is enough.

How to withdraw:

1. Tell us you are withdrawing by email at contact@polyos.shop or by post to the return address below. No account or login is required.
2. We send you a free prepaid return label. Send the goods back within 14 days of telling us you are withdrawing.
3. We refund the full purchase price within 14 days of receiving your withdrawal notice, to the payment method you originally used. We may hold the refund until we have received the goods or you have provided proof of postage.

Return shipping is free. We cover it with our prepaid label.

The full statutory withdrawal notice and the model withdrawal form are further down this page in sections 5 and 6.

Can you unpack and look at the item?

Yes. You may unpack, inspect, and test the goods in the same way you could in a shop. For a mug, that means unpacking it, looking at it, holding it, and checking the size and color. Withdrawing does not require the original packaging or an unused item.

Only if you go beyond that and the goods lose value as a result, for example through use, damage, painting, or other alteration, may we charge for the loss in value and deduct it from your refund. We always show any deduction clearly.

Please still pack the item carefully for the return trip so it reaches us undamaged.

2. 30-day free returns

In addition to your statutory right to cancel, Polyos offers a voluntary 30-day return policy. You may return eligible products within 30 days of delivery, whatever the reason.

Return shipping is free. We provide a prepaid return label for approved returns. No return shipping fee and no restocking fee are charged.

To be eligible, products should generally be:

• Unused, or only handled as reasonably necessary to inspect the product;
• In their original condition;
• In their original packaging where reasonably possible;
• Returned with the relevant order information.

How to request a return: email contact@polyos.shop before sending anything back, with your full name, your order number, the name of the product, and the reason for the return. We review your request and, once approved, send the return instructions and the prepaid label to download and print.

This 30-day policy is an extra service from us. Your statutory rights under sections 1 and 4 are not affected and remain available to you.

3. Exchanges

We don't offer direct exchanges. If you would like a different item, return the eligible product free of charge under section 1 or 2 and place a new order.

4. Damaged, defective, or incorrect goods: warranty

If your goods are damaged, defective, or we sent you the wrong item, our 2-year warranty applies, along with your legal rights as a consumer. The warranty runs for two years from delivery.

In this case you pay nothing. Contact us at contact@polyos.shop with your order number and, if possible, a photo. We will send you a free prepaid return label and cover all return shipping costs as well as the replacement delivery.

You are first entitled to a repair or replacement. If neither is possible, or we do not carry it out within a reasonable time, you can ask for a price reduction or a refund. You also keep your statutory rights under the Consumer Rights Act 2015, including the right to reject faulty goods within 30 days of delivery. If a fault appears within 6 months of delivery, it is legally presumed to have been there from the start, so you don't have to prove anything during that period.

What is not a defect

Our mugs and cups are ceramic and stoneware, and some are made in small batches with hand-finished glazes. Slight differences in color, glaze, surface texture, and size are typical for these products, make each piece unique, and do not count as a defect.

5. Withdrawal notice (statutory wording)

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods.

If you ordered multiple goods in one order that are delivered separately, the cancellation period expires 14 days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the last of the goods.

To exercise the right to cancel, you must inform us:

AMNESIA 5 Rue des Champs Bailly 14280 Saint-Contest France Phone: +33 2 33 44 60 61 Email: contact@polyos.shop

of your decision to cancel this contract by a clear statement (for example, a letter sent by post or an email). You may use the model cancellation form below, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days after the day on which we are informed about your decision to cancel this contract.

We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to:

AMNESIA 5 Rue des Champs Bailly 14280 Saint-Contest France

without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

We will bear the cost of returning the goods by providing you with a prepaid return label.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

End of withdrawal notice

6. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract. Using this form is not obligatory.)

To AMNESIA, 5 Rue des Champs Bailly, 14280 Saint-Contest, France. Email: contact@polyos.shop

I/We () hereby give notice that I/We () cancel my/our () contract of sale of the following goods ()

Ordered on () / received on (): __________________________

Name of consumer(s): ______________________________

Address of consumer(s): _________________________

Signature of consumer(s) (only if this form is notified on paper): _________________

Date: __________________

() Delete as appropriate.*

Return address

AMNESIA 5 Rue des Champs Bailly 14280 Saint-Contest France

Please include a note with your order number in your return so we can match it and process it quickly. Please do not send returns unpaid, as we cannot accept them. Use the free prepaid return label we provide.

Refunds

Once we have received and checked your return, we refund the amount to the same payment method you paid with, within 14 days. Depending on your card issuer, it may take a few business days for the credit to show in your account. We do not charge any fees for the refund.

Questions about your return

Email: contact@polyos.shop Phone: +33 2 33 44 60 61

Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.