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  1. If no goods are delivered or if they are defective, in order to commence the complaint procedure, the Buyer shall submit a complaint by letter to: D’ALCHÉMY Sp. z o.o., Jagiellonska 55A, 03-301 Warsaw, Poland or by email to: shop@dalchemyskincare.uk
  2. When filing a complaint, the Buyer should provide his/her contact details (name and surname, address, email address, phone number and order number), name of the Goods concerned, date of delivery and a detailed description of the problem and the demands.
  3. In the absence of any of the aforesaid information, the Seller will contact the Buyer to supplement the complaint report.
  4. If the complaint concerns the quality of a product, the Seller shall have the right to ask the Buyer to send the product concerned at the Seller’s expense in order to carry out explanatory actions.
  5. The complaint will be considered within 14 days of its submission by the Buyer. The Buyer will be notified of the outcome of the complaint procedure by email.


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