Refund policy
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Refund Policy — Eschere
Last updated: April 29, 2026
1. Store Details
Top Oo ul. Międzyrzecka 49A lok. 64, 21-400 Łuków, Lublin Province, Poland VAT ID: PL8252197839 Email: contact@eschere.com
2. Right of Withdrawal
The customer as a consumer has the right to withdraw from the sales contract within 14 calendar days from the date of receiving the goods without giving any reason in accordance with the Consumer Rights Act. To exercise this right the customer must notify us by email at contact@eschere.com before the 14-day period expires. A withdrawal form is available at eschere.com however its use is not mandatory.
The right of withdrawal does not apply to: personalized or custom-made products, perishable goods, hygiene or health products opened after delivery and sealed products that have been opened after delivery.
3. Return Conditions
Returns are accepted if: the item has not been used, damaged or altered in a way that reduces its value, the item is in its original undamaged packaging where applicable and proof of purchase is included with the return shipment. We reserve the right to refuse a return if the above conditions are not met. The customer as the importer is responsible for any customs formalities related to the return unless the supplier uses the IOSS system.
4. Return Costs
The cost of returning goods is borne by the customer including any applicable customs fees unless we explicitly agree otherwise in individual cases. We refund only the amount paid for the goods including VAT where applicable through IOSS but not the original shipping costs.
5. Return Procedure
To initiate a return please email contact@eschere.com with your order number, contact details and confirmation of your intention to withdraw. After receiving your request we will provide the return address. The item must be sent back within 14 days of your withdrawal notice at your own cost. The customer is responsible for organizing the return including any customs formalities where applicable.
6. Refunds
We will issue a refund within 14 business days of receiving the returned item and confirming it meets our return conditions. Refunds are processed using the same payment method used for the original purchase unless the customer explicitly agrees to an alternative. We reserve the right to withhold the refund until the item has been received and inspected.
7. Complaints
In the case of a defective item the customer may file a complaint under statutory warranty provisions. Complaints must be submitted as soon as the defect is discovered and no later than 2 years from delivery by emailing contact@eschere.com. The complaint should include the order number, description of the defect, customer contact details and photos of the defect where applicable. Return shipping costs for complaints are borne by the customer unless we decide otherwise. Complaints are processed within 14 business days of receiving a complete submission. If contact with the supplier is required the process may take up to 30 business days and the customer will be informed accordingly.
8. Product Recalls
If a product is found to pose a safety risk we will withdraw it from sale in accordance with the General Product Safety Regulation (GPSR). Customers will be notified by email with instructions for returning the item. Refunds will be issued within 14 days of receiving the returned product. Safety concerns should be directed to contact@eschere.com and we will respond within 24 hours.
9. Additional Information
We reserve the right to update this Refund Policy at any time. The current version is always available at eschere.com and changes do not affect orders placed prior to the update. Any disputes arising from returns or complaints shall be resolved by the court with jurisdiction over our registered address unless otherwise required by law.