Complaints Policy
This policy outlines your rights and our process for handling complaints and refund requests related to purchases made on pureslavicwigs.com, operated by:
LATIVIA Limited Liability Company
ul. Krakowska 180/117, 52-015 Wrocław, Poland
KRS: 0000845855
NIP: 8992881024
REGON: 386290929
Email: contact@pureslavicwigs.com
Phone: +48 517 860 306
1. 15-Day Refund Policy
Customers have the right to request a refund within 15 days of receiving the order, provided the product meets the return conditions listed below.
2. Return Eligibility
A product is eligible for a refund if:
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It is unused and in its original packaging
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It is returned with proof of purchase (order number, receipt)
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The return request is made within 15 calendar days of delivery
Refunds are not applicable for:
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Used, damaged, or altered products
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Hygiene-related items once opened
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Items returned after 15 days
3. How to Submit a Complaint or Refund Request
Please send your complaint or return request by email to: contact@pureslavicwigs.com
Include the following details:
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Full name
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Order number
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Reason for complaint or refund
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Photos (if item is damaged or incorrect)
You may also send returns to:
LATIVIA Sp. z o.o.
ul. Krakowska 180/117
52-015 Wrocław, Poland
4. Processing Time
We will respond to all refund or complaint submissions within 14 days.
Approved refunds will be processed to your original payment method within 5–10 business days.
5. Shipping Costs
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If the return is due to our error (defective or wrong product), return shipping is covered by us.
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If the return is voluntary (e.g., change of mind), the customer covers return shipping costs.
6. Dispute Resolution
If you're not satisfied with the outcome, you can file a complaint via the EU Online Dispute Resolution platform:
👉 https://ec.europa.eu/consumers/odr
Last updated: October 21, 2025