Return Policy
Returns of standard products
If the product was not prepared according to your individual specifications, you may withdraw from the contract without giving a reason within 14 days of receiving the goods. Write to shop@tortli.com or send a clear statement to PSM GROUP sp. z o.o., ul. Komunalna 3, 37-403 Pysznica, Polska. To meet the deadline, it is sufficient to send the statement before it expires. Then return the product within 14 days. The buyer bears the direct cost of return shipping, unless the law provides otherwise.
The payment will be refunded, including the cost of the cheapest standard delivery offered for the order, no later than 14 days from receipt of the statement. We may withhold the refund until we receive the product or proof of its return. We refund the money using the same payment method, unless we agree otherwise.
Personalized products
The statutory right to withdraw without giving a reason does not apply to non-prefabricated goods made according to the buyer's individual specifications or serving to meet their individualized needs. The name of the product category alone does not determine whether the exception applies.
Despite the statutory exception, we also voluntarily accept returns of personalized products if you report them within 14 days of receiving the goods. Write to shop@tortli.com and provide the order number, then return the product within 14 days of reporting it. The buyer bears the direct cost of return shipping. We will refund the price paid and the cost of the cheapest standard delivery offered for the order no later than 14 days from the report; we may withhold the refund until we receive the product or proof of its return. You may also request cancellation of the order before shipment; we will confirm whether cancellation is possible, taking into account the production stage. These voluntary rules do not limit rights arising from a defect or non-conformity of the goods with the contract.
Damage or non-conformity with the order
If the product is damaged, defective, or non-conforming with the contract, submit a complaint to shop@tortli.com. Include the order number and photos, if possible. The complaint rules are set out on a separate page; the above exception concerning personalized products does not exclude complaints.