A. Withdrawal from the contract.
1. Distance purchases.
a) Within 14 days of receiving the VOUCHER, if it has not yet been redeemed or reserved, the CUSTOMER may withdraw from the contract and cancel the VOUCHER without giving a reason by notifying PAŁAC ROZALIN A.K. MOLGO SPÓŁKA JAWNA in writing at the company’s address, via email at [email protected], or in person, provided that proof of purchase issued for the prepayment is submitted. By choosing to reserve or redeem the VOUCHER, the CUSTOMER agrees to forfeit the right to withdraw from the contract before the expiration of the 14-day period described above.
b) Pałac Rozalin undertakes to process any written request to withdraw from the contract within 14 days of receipt and to refund the CUSTOMER all payments made, including delivery costs equivalent to the cheapest delivery option.
c) All refunds are processed electronically. The same payment method used by the CUSTOMER will be used for the refund, unless the CUSTOMER agrees to a different method.
2.  A declaration of intent resulting in the CUSTOMER’s withdrawal from the contract is also considered to be the failure to make any payment to Pałac Rozalin’s bank account within 14 working days of placing the order or making a payment to the bank account in an amount lower than specified.

B. HANDLING OF COMPLAINTS
1. The CUSTOMER has the right to file a complaint by notifying Pałac Rozalin in writing at the company’s address or via email at [email protected]. In the case of a complaint regarding non-performance or improper performance of the VOUCHER, the CUSTOMER or the GIFT RECIPIENT must notify within no later than 7 days from the date of VOUCHER redemption or the scheduled redemption date. The complaint letter should include: the BUYER’S or GIFT RECIPIENT’S details, ORDER NUMBER, and a description of the situation.
2. Pałac Rozalin will strive to resolve each written complaint within 14 days of receipt, acting in the best interest of the CUSTOMER or GIFT RECIPIENT.
3. In the event of non-redemption of the GIFT due to the fault of Pałac Rozalin, exceeding 14 days from the date agreed upon by the GIFT RECIPIENT as the redemption date and confirmed via email by the SUBCONTRACTOR or COP, Pałac Rozalin undertakes to pay the CUSTOMER twice the amount of the prepayment received.
4. In the event of a breach of the PRICE GUARANTEE, the CUSTOMER is entitled to a refund of the prepayment amount and free redemption of the GIFT. The CUSTOMER must report the discrepancy within a maximum of 14 days from the date of purchasing the GIFT.
5. All refunds resulting from complaints are made exclusively by bank transfer to the CUSTOMER’s account.
6. Any loss or damage to shipments, particularly postal, courier, or delivery to parcel lockers, is the responsibility of the delivery companies. In the event of damaged shipment, a damage report signed by the delivery company’s employee must be completed before accepting the shipment, or the damaged shipment must be refused, and COP must be informed.