Returns & Complaints

Last updated: October 9, 2026

This page explains the rules for withdrawal from the contract, returns of Products and submitting complaints in the Happy Mouse store. Detailed provisions can also be found in the Store Terms and Conditions.

1. Withdrawal from the contract and return of a Product

A Consumer who has entered into a distance Sales Contract may, in principle, withdraw from it without giving any reason within 14 days.

This right also applies to a natural person entering into a Contract directly related to their business activity, where the content of that Contract shows that it is not of a professional nature for that person.

When does the 14-day period begin?

for a single Product, from the day on which the Customer or a third party designated by the Customer, other than the carrier, takes possession of the Product;
for several Products delivered separately, in batches or in parts, from the day of receipt of the final Product, batch or part.

To meet the deadline, it is sufficient to send the notice of withdrawal before the period expires.

2. How do I notify you of my withdrawal from the contract?

The notice may be sent:

by email to: contact@happy-mouse.pl,
by post to: HM Krzysztof Kamiński, ul. Zdrowa 6 lok. U1, 02-747 Warszawa.

The notice should clearly state the decision to withdraw from the Contract. You may use the prepared form, but this is not mandatory.

Form to download:
Download the withdrawal form

3. Returning a Product after withdrawal

The Product must be returned without undue delay, and no later than 14 days from the day on which the Seller was informed of the withdrawal from the Contract.

Return address:

HM Krzysztof Kamiński
Zdrowa Street 6, apartment U1
02-747 Warsaw

The Customer bears the direct cost of returning the Product, unless the Seller agrees to bear that cost or offers to collect the Product.

Due to the large dimensions of some Products, the cost of return shipping may be higher than the cost of a standard courier parcel. Before sending the Product back, you may contact the Seller to agree a safe method of transport.

The Product should be properly protected for transport. The original packaging is not required, but the chosen packaging method should protect the Product from damage.

The Seller does not accept parcels sent cash on delivery.

4. Refunds

Following an effective withdrawal from the Contract, the Seller will refund all payments received from the Customer, including the cost of the least expensive standard delivery method offered by the Store.

If the Customer chose a more expensive delivery method, the Seller is not required to refund the additional cost.

The refund will be made without undue delay and no later than 14 days from the day on which the notice of withdrawal is received. The Seller may withhold the refund until the Product has been received back or until proof of return has been provided, whichever occurs first.

The payment will be refunded using the same method of payment used for the purchase, unless the Customer expressly agrees to a different method that does not involve any additional cost to the Customer.

5. Liability for diminished value

The Customer is liable for any diminished value of the Product resulting from use beyond what is necessary to establish its nature, characteristics and functioning.

The Product may be inspected and checked to an extent similar to that possible in a physical shop. Assembly, use, soiling, damage or any other actions going beyond ordinary inspection may result in liability for diminished value.

6. When does the right of withdrawal not apply?

The right of withdrawal does not apply, among other things, to a non-prefabricated Product made to the Consumer’s specifications or clearly personalised to meet the Consumer’s individual needs.

At Happy Mouse, this may apply in particular to Products made individually according to an agreed design, non-standard dimensions, individual marking, lettering, plaques, component layouts or any other feature prepared specifically for a particular Customer.

Choosing a standard option available in the Store, such as a size, standard colour or standard set of components, does not automatically mean that the right of withdrawal is lost. Information about the exclusion of the right of return should be clearly provided before the Order is placed if a particular Product is genuinely made to an individual specification. Informacja o wyłączeniu prawa zwrotu powinna być wyraźnie przekazana przed złożeniem Zamówienia, jeżeli dany Produkt rzeczywiście jest wykonywany według indywidualnej specyfikacji.

The exclusion of the right of withdrawal does not limit the right to submit a complaint regarding a Product that does not conform to the Contract.

7. Complaints: Product non-conformity with the Contract

The Seller is liable for any lack of conformity of the Product with the Contract that existed at the time of delivery and becomes apparent within two years from that date, unless a longer liability period has been specified.

A complaint may be submitted in any form. For evidential purposes, we recommend submitting it in writing or by email.

A complaint may be sent:

by email to: contact@happy-mouse.pl,
by post to: HM Krzysztof Kamiński, ul. Zdrowa 6 lok. U1, 02-747 Warszawa.

It is helpful to include:

your full name and contact details;
the Order number, if known;
the Product name or model;
a description of the identified non-conformity;
your requested remedy;
photos or a video showing the issue, if they may help us assess it.

The absence of a receipt, photos, original packaging or a form does not remove the right to submit a complaint. However, the Seller may ask for information needed to identify the purchase and review the matter.

Form to download:
Download the complaint form

8. Customer remedies under a complaint

If the Product does not conform to the Contract, the Consumer may first request:

repair of the Product; or
replacement of the Product.

The Seller may replace the Product instead of repairing it, or repair it instead of replacing it, if the remedy chosen by the Consumer is impossible or would involve disproportionate costs.

If repair or replacement is impossible, has not been completed within a reasonable time, has not brought the Product into conformity with the Contract, or if the lack of conformity is significant, the Consumer may, in cases provided for by law, request:

a price reduction; or
withdrawal from the Contract.

Withdrawal from the Contract is not possible if the lack of conformity of the Product with the Contract is insignificant.

9. Time limit for responding to a complaint

The Seller will respond to a Consumer’s complaint within 14 days of receiving it. Failure to respond within this period means that the complaint is deemed accepted.

10. Costs of a complaint

The Consumer does not bear the costs of repairing or replacing a Product that does not conform to the Contract. In particular, the Seller bears the costs of collection, transport, labour and materials.

Due to the dimensions of dollhouses and other Products, please contact the Seller before returning them independently. The Seller will indicate how the Product should be made available, collected or safely delivered for inspection, repair or replacement.

11. Damage to a parcel in transit

After receiving a parcel, it is worth checking the condition of the packaging and the Product. If you notice damage, it is helpful to take photographs and complete a damage report with the courier.

The absence of a damage report does not remove the Consumer’s right to submit a complaint. However, it may make it more difficult to determine when and in what circumstances the damage occurred.