Returns and Complaints
Returns
You can return products purchased from us within 14 days of receiving your parcel. To do so, log in to your account and use the quick returns option.
Select the products to return
Return all or just selected items from your order list. You have 14 days to return them.
Enter the parcel details
Check the details ‘pulled’ from your order and fill in any missing information: including delivery method, packaging type and dispatch date.
Pack and send the parcel
Pack the return in the same or different packaging. Hand the parcel to a courier, take it to a parcel locker or a drop-off point. The products will be returned to the shop.
You can also send the return to the address below.
Returns address:
Instytut Archeologii i Etnologii Polskiej Akademii Nauk
Al. Solidarności 105
00-140 Warszawa
Please ensure that the receipt and the withdrawal form are included in the parcel. You can find the withdrawal form under the ‘Terms and Conditions’ tab. If you are using a different form, please make sure to include your account number and write your full name legibly. This will speed up the refund process. You can send the statement of withdrawal from the purchase contract by email to: bookshop@iaepan.edu.pl.
The 14-day return period is determined by the date the email containing the statement is sent or the date the return parcel is posted. Returned goods must be complete (including tags) and must not show any signs of use. If you return a product to us that does not meet these requirements, we will be obliged to return it to you at your expense.
We will transfer the money for the returned goods no later than 14 days after receiving the parcel. The method of refund depends on the payment method selected when placing the order. If the order was paid for by instant bank transfer, we will issue the refund in the same way. In the case of a partial return of the order, delivery costs will not be refunded.
The Seller will refund the payment using the same payment methods as those used by the Buyer in the original transaction, unless the Buyer agrees to an alternative arrangement; in any case, the Buyer will not incur any charges in connection with this refund.
If a refund is required for a transaction made by the customer using a payment card, the seller will refund the amount to the bank account linked to the customer’s payment card.
The cost of returning the goods to the Shop is borne by the customer. If the order has been paid for but not collected, we will refund the value of the order minus the cost of the return postage.
Complaints
If the product you have purchased is faulty, damaged or does not match your order, we will be happy to help you resolve the issue. Please find our complaints procedure below:
Please contact us using one of the available contact methods (contact form, email, helpline).
Helpline (Monday to Friday, 8:00–16:00): 22 620 28 81
Email: bookshop@iaepan.edu.pl
Please describe the problem you have encountered in detail and attach any relevant information and documents, such as your order number, receipt or invoice.
We will respond to your enquiry as soon as possible and provide further instructions regarding your complaint.
If your complaint is upheld, we will endeavour to resolve the issue in the manner most favourable to you. This may include replacing the product with a new one, repairing it, issuing a refund, or providing another form of compensation.
Address for complaints:
Instytut Archeologii i Etnologii Polskiej Akademii Nauk
Al. Solidarności 105
00-140 Warszawa