Refund policy
B2B Returns, Cancellations and Claims Policy
Last updated: 7 September 2026
This website and the services offered by ESTEN Studio, operated by Esten Sp. z o.o., are intended exclusively for business customers purchasing products or services for purposes related to their commercial or professional activity.
Quote Requests
Submitting a Quote List or enquiry through this website does not constitute an order, purchase or binding contract.
A binding production order is created only after the customer:
- receives and accepts our written quotation;
- confirms the product specification, quantities and delivery terms;
- accepts the applicable commercial terms; and
- makes the required advance payment.
Made-to-Order Production
All garments are manufactured according to the customer’s confirmed specifications, including selected models, quantities, sizes, colours, fabrics, branding and other customization requirements.
For this reason, confirmed production orders cannot be returned or exchanged because of a change of mind, incorrect commercial planning, unsold stock or changes in the customer’s requirements.
Cancellations
A Quote Request may be withdrawn before the customer accepts the final quotation and makes the required advance payment.
Once an order has been confirmed and production preparation has begun, cancellation is subject to our written approval.
Costs already incurred—including product development, patterns, samples, materials, trims, labels, branding, production preparation and external services—are non-refundable.
If production has already started, ESTEN Studio may refuse the cancellation or charge the customer for the work completed, materials ordered and other costs incurred.
Samples and Product Development
Payments for product development, patterns, samples and related services are non-refundable once the relevant work has begun.
A sample is produced for evaluation and approval before bulk production where required. Minor differences between an approved sample and bulk production may occur within accepted manufacturing tolerances.
Claims for Defective or Incorrect Products
This policy does not exclude valid claims concerning products that are defective, damaged or materially inconsistent with the confirmed specification.
The customer must inspect the delivery promptly after receipt. Claims concerning visible defects, incorrect quantities or incorrect products should be submitted in writing within 7 calendar days of delivery.
The claim should include:
- the order or invoice number;
- the affected product and quantity;
- a detailed description of the issue;
- clear photographs or video evidence; and
- photographs of the shipping packaging if transport damage is suspected.
Products subject to a claim must not be used, washed, altered, labelled, resold or otherwise processed before the claim has been reviewed.
Manufacturing Tolerances
Minor variations in measurements, stitching, fabric texture, colour, print or embroidery may occur as part of the manufacturing process and do not automatically constitute a defect.
Colours displayed on screens or digital visualizations may differ from physical fabrics. Production is based on approved physical samples, colour references and written specifications where applicable.
Resolution of Accepted Claims
After reviewing a valid claim, ESTEN Studio may propose an appropriate solution depending on the circumstances, including:
- repair;
- replacement or reproduction of the affected items;
- credit toward a future order;
- a price adjustment; or
- another solution agreed in writing.
No products may be returned without prior written authorization. Unauthorized returns may be refused.
Delivery, Collection and Transfer of Risk
Unless otherwise agreed in the written quotation or order confirmation, all goods are supplied EXW [Łódż], Incoterms® 2020.
ESTEN Studio fulfils its delivery obligation by making the completed goods available to the customer at the agreed place and on the agreed collection date, ready for loading.
The customer is responsible for:
- arranging and paying for collection and transportation;
- loading the goods onto the collecting vehicle;
- obtaining appropriate cargo insurance;
- completing any required export, transit and import formalities; and
- paying all transportation, customs, duties and related charges.
The risk of loss of or damage to the goods passes to the customer when the goods are placed at the customer’s disposal at the agreed collection point, before loading onto the collecting vehicle.
Any loss or damage occurring after the transfer of risk must be reported by the customer directly to its carrier or cargo insurer. ESTEN Studio is not responsible for transportation damage occurring after the goods have been made available for collection.
This provision does not limit claims relating to manufacturing defects or non-conformities that existed before the transfer of risk.
The customer must provide ESTEN Studio with all collection, transport, delivery and export documentation reasonably required for accounting and VAT purposes.
Business Customers Only
By confirming an order, the customer represents that the purchase is made for purposes directly related to their business or professional activity.
This policy does not limit any rights that cannot lawfully be excluded under applicable law.
Contact
Questions, cancellation requests and claims should be submitted through our contact page: