Returns and complaints

Seller: Dorota Malinowska, MiataFamily.com, ul. Dziewanny 6/1, 20-538 Lublin, Poland, VAT ID: PL7123238205
Returns & complaints contact:
Return address: MiataFamily.com, ul. Głuska 13b, 20-380 Lublin, Poland

1) Right of withdrawal (return without giving a reason)

  • Who? Consumers and the so-called “privileged entrepreneur” (a person conducting business activity where the purchase is not of a professional nature for them).
  • Deadline: 30 calendar days from the day the goods are delivered (for multi-item orders — from delivery of the last item).
  • How to withdraw? Send us a withdrawal statement to .
  • Returning the goods: Send the item back to the return address without undue delay and no later than 14 days from submitting the statement.
  • Return shipping costs: You bear the direct cost of returning the item (unless we explicitly agree otherwise).
  • Refunds: We will refund all payments received from you, including the cheapest standard delivery cost offered in the store, within 14 days of receiving your withdrawal statement. We may withhold the refund until we receive the goods back or you provide proof of having sent them — whichever occurs first.
  • Liability for diminished value: You are responsible for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning (e.g. signs of wear on clothing).

Exceptions to the right of withdrawal (when a return is not available)
The right of withdrawal does not apply, among others, to:

  • goods not prefabricated, made to your specification or clearly personalised (e.g. custom prints),
  • goods delivered in sealed packaging which cannot be returned after opening due to health protection or hygiene reasons (if the packaging was opened after delivery) — this applies, for example, to underwear, socks, etc.

2) Complaints – lack of conformity of the goods with the contract

  • Basis: We are liable for lack of conformity of the goods with the contract existing at the time of delivery and revealed within the statutory liability period.
  • Liability period: as a rule 2 years from delivery of the goods (for used goods this may be limited to 1 year — we do not apply such a limitation unless otherwise stated on the product page).
  • Presumption: if the lack of conformity appears within 1 year of delivery, it is presumed to have existed at the time of delivery (unless this is inconsistent with the nature of the goods or the defect).
  • Your remedies (order of application):
    1. Repair or replacement — as a rule, the choice is yours; we may refuse if the chosen remedy is impossible or would incur excessive costs compared to the alternative. These actions are performed free of charge, within a reasonable time, and without significant inconvenience.
    2. Price reduction or withdrawal from the contract — if we fail to bring the goods into conformity (e.g. we refuse repair/replacement, we do not do so within a reasonable time, or there are significant non-conformities). Upon withdrawal you return the goods to us; upon price reduction we refund the proportional amount.
  • Complaint costs: borne by us — including shipping to and from the customer related to a justified complaint.

How to file a complaint?
Send your submission to (subject: “Complaint + order number”) and provide:

  1. your full name, email address, and order number;
  2. a description of the non-conformity (what happened, when it appeared);
  3. your requested remedy: repair / replacement / price reduction / withdrawal from the contract;
  4. photos/video (if possible) + your preferred method for pickup/return of the goods.

After receiving the submission, we will send instructions for return/pickup. We will respond within 14 calendar days. Lack of response within this period means the request is accepted (applies to consumers and privileged entrepreneurs).

3) Size exchange

Regardless of the right of withdrawal, if you wish to exchange the size, contact us within 14 days of delivery. We will confirm availability and propose the simplest exchange method. Depending on the situation:

  • for the first exchange, we may offer a return label on preferential terms,
  • in other cases, the exchange shipping cost may be borne by the buyer.

4) Packaging and condition of the goods upon return

  • Returned goods should not show signs of use beyond necessary try-on. All tags and labels must be intact.
  • Please return items in the original packaging (if possible), together with tags and accessories.
  • Include the order number in the parcel and indicate whether it is a withdrawal or a complaint.

5) Refunds

  • We refund the payment using the same method used for the purchase (unless we explicitly agree otherwise, without additional costs to you).
  • We refund the cheapest standard delivery cost offered in the store. Additional costs resulting from choosing a more expensive delivery method are not refunded.
  • In the case of a price reduction, the partial refund is made promptly after agreeing on the amount of the reduction.

6) Alternative dispute resolution and ODR

  • We use statutory forms of consumer alternative dispute resolution (ADR).
  • A consumer may use the EU ODR platform for online dispute resolution: https://ec.europa.eu/consumers/odr.
  • Complaints may also be submitted to the competent Voivodeship Inspectorate of Trade Inspection (Inspekcja Handlowa).