Return and Complaint Policy

BUREAU PARFUMERIE Sp. z o.o.

Effective from: 01.02.2026

§ 1. Seller details

The online store at https://bureau-parfumerie.com/ is operated by:

Company: BUREAU PARFUMERIE Sp. z o.o.
Address: Koszykowa 59, 00-660 Warsaw, Poland
NIP: 7011237301
E-mail: admin@bureau-parfumerie.com
Customer service hours: Mon–Sat, 12:00–20:00

§ 2. Right of withdrawal (returns)

A consumer has the right to withdraw from a distance contract within 14 days of receiving the order, without giving a reason and without incurring costs, except for the direct cost of returning the goods.

Returned goods must meet the following conditions:

• the product is unused and undamaged,
• the product is in its original packaging (the packaging may be opened to the extent necessary to inspect the goods),
• proof of purchase (receipt or invoice) is enclosed,
• the goods are returned within 14 days of the date of the withdrawal statement.

§ 3. Products excluded from returns

Under Article 38 of the Polish Consumer Rights Act, the right of withdrawal does not apply to:

• samples and products made to the Customer’s individual specification,
• products sold in sealed packaging that, for hygiene reasons, cannot be returned once the packaging has been opened after delivery (e.g. creams, serums, make-up and make-up removers, powders, foundations, perfumes, deodorants applied directly to the skin, shampoos, gels, lotions, oils, nail polishes and others),
• products which, after delivery, become inseparably mixed with other items by their nature,
• audio or video recordings or computer software supplied in sealed packaging, once opened.

If in doubt, please contact us before purchase: admin@bureau-parfumerie.com

§ 4. Return procedure — step by step

Step 1. Fill in the return form

Download and fill in the Return and Complaint Form (PDF). Send the completed form to admin@bureau-parfumerie.com or print it and enclose it in the parcel.

Step 2. Send the product

Send the product (with proof of purchase) to: Bureau Parfumerie, Koszykowa 59, 00-660 Warsaw, Poland. The Customer bears the cost of return shipping.

You may also bring the goods in person to our boutique within 14 days of notifying us.

Step 3. Receive your refund

Once the return is accepted, the refund will be made within 14 days of receipt of the withdrawal statement, to the account given in the form or by the same payment method used for the order. We also refund the cost of the cheapest standard delivery method offered in the store. On request, we can exchange the product for another or issue a gift card of the same value.

§ 5. Complaints

The Seller is liable to the consumer for any lack of conformity of the goods with the contract under the Polish Consumer Rights Act (Art. 43a et seq.), and to other Customers under the statutory warranty provisions of the Polish Civil Code (Art. 556–576). A complaint may be made where the delivered product is defective, damaged or does not match the order.

The Customer may submit a complaint within 2 years of delivery of the goods.

§ 6. Complaint procedure — step by step

Step 1. Fill in the complaint form

Download and fill in the Return and Complaint Form (PDF). Send the form with photos of the product to admin@bureau-parfumerie.com.

Step 2. Send the product back

Send the goods (with proof of purchase) to: Bureau Parfumerie, Koszykowa 59, 00-660 Warsaw, Poland. We will prepare a prepaid return label and e-mail it to you.

You may also bring the goods in person to our boutique within 14 days of notifying us.

Step 3. Handling of the complaint

The complaint will be handled within 14 days of submission. If it is accepted, we will replace the product with a new one or refund you within 7 days to the account provided or by the same payment method used for the order.

§ 7. Contact

For questions about returns or complaints, please contact us:

E-mail: admin@bureau-parfumerie.com
Opening hours: Mon–Sat, 12:00–20:00

§ 8. Legal basis

• Polish Act of 30 May 2014 on Consumer Rights,
• Polish Act of 23 April 1964 — Civil Code,
• Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011.