Legal
01
This Return Policy applies to products offered by:
Dzmitry Pliachko — KREAL
Stanisława Drabika 63/19, 52-131 Wrocław, Poland
Email: hello@balconycat.com · Phone: +48 699 810 680
The Seller offers custom-made cat balconies and cat window enclosures, manufactured individually according to the measurements, specifications, and details provided by the customer.
02
All products are made individually to order and are not mass-produced catalogue items. Because each product is manufactured according to the customer’s specifications, measurements, and requirements, the customer is responsible for providing accurate information before production begins.
03
As the products are made to the customer’s specifications and are clearly personalised, the customer is not entitled to a standard return or cancellation for change of mind after the order has been individually confirmed and production has started, except where mandatory law provides otherwise. This reflects the consumer-law exception for custom-made goods.
For the avoidance of doubt: the products are not sold as ready-made stock items; they are produced specifically for a given customer; and therefore the standard 14-day withdrawal right does not apply to such custom-made goods to the extent permitted by law.
This exception applies to the extent permitted by applicable mandatory consumer protection law.
04
Although standard returns are not accepted for custom-made products ordered to the customer’s specifications, the customer may still contact the Seller if: the product was delivered damaged; the product has a manufacturing defect; the product is materially different from the confirmed order; or the product is otherwise non-conforming under applicable consumer law.
In such cases, the matter will be handled as a complaint under applicable law, not as a voluntary return for convenience.
05
To submit a complaint, please contact: hello@balconycat.com
Please include: your full name; contact details; order details; a description of the issue; clear photos of the product and packaging where relevant; and your requested resolution. If needed, the Seller may ask for additional information to assess the complaint.
Complaints are handled promptly and personally. We do not use automated systems.
06
The Seller will review the complaint and respond within the period required by applicable law. For consumer complaints, the response period is generally 14 days.
07
A product should not be returned without prior contact and confirmation from the Seller. If a return is necessary after the complaint is accepted, the Seller will provide instructions regarding: the return method; the return address; and whether collection, replacement, repair, refund, or another solution will apply.
08
Because each product is made based on the dimensions and specifications provided by the customer, the Seller is not responsible for incompatibility or fit issues resulting from incorrect, incomplete, or inaccurate measurements supplied by the customer.
Products made correctly according to the customer’s submitted measurements are not eligible for return merely because the provided dimensions were incorrect.
09
Nothing in this Return Policy limits any rights that consumers have under mandatory applicable law. Statutory rights are always preserved in full, regardless of the custom-made nature of the product.
10
If you have any questions about this Return Policy, please contact:
Email: hello@balconycat.com
Phone: +48 699 810 680