• Returns and complaints


Consumers can make returns within 14 days from the date of contract conclusion. In this case, you need to fill out the withdrawal form and include it in the package or send it via email. To meet the 14-day deadline, it is sufficient to send the declaration before its expiration. The shipment should be properly secured against damage and sent to the following address:

Kraina Tuptusia Aleksandra Macura
ul. Kozia 3/27
43-300 Bielsko-Biała

The consumer bears the full cost of the return shipment. We do not accept shipments sent with cash on delivery. After receiving the returned goods, the refund will be processed within 14 days. We will refund the full amount, including the delivery costs. However, the costs associated with returning the goods will not be reimbursed.

The withdrawal form is always sent together with the order confirmation email.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to distance contracts for:

  • goods made to the consumer's specifications or clearly personalized;
  • goods liable to deteriorate rapidly or with a short shelf life;
  • sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;


To lodge a complaint about a product, please fill out the electronic form and send it to: krainatuptusia@gmail.com or attach it to the product (after prior contact). Within 14 days of receiving the product, you will be informed about the decision regarding your complaint.