Returns & Exchanges Policy

AntOnTop
Chrząstawska 21, 51-522 Wrocław, Poland
NIP: 8952221712 | REGON: 387056064
Phone: +48 796 220 541 | Email: ant.on.top.of.formig@gmail.com

Return window: We accept returns within 14 calendar days from delivery, in line with the Polish Consumer Rights Act of 30 May 2014. This policy applies worldwide unless local law grants longer mandatory periods.

1. General conditions

Items must be unused, complete, and in original, undamaged packaging with all inserts and accessories.
Put your order number, full contact details, and a short reason for return inside the parcel.
Pack securely to avoid transport damage.

2. How to start a return

Within 14 days of delivery, email ant.on.top.of.formig@gmail.com with subject Return request and include your order number, name, address, and reason.
Ship to: AntOnTop, Chrząstawska 21, 51-522 Wrocław, Poland. Use tracked shipping; you are responsible for the goods until they reach us.

3. Refunds

After we receive and inspect the goods, we refund within 14 days to the original payment method. We do not refund the original delivery cost or the cost of returning the goods, except where required by law. Only the value of the returned goods will be refunded.

4. Exchanges

For a different size/model, please place a new order. The original order will be refunded once your return is processed.

5. Return shipping costs

All return shipping costs are paid by the customer.
The minimum return shipping cost is 5 EUR. The final cost depends on the country of return, the carrier, and the weight/size of the package.
We do not refund the original delivery cost or any costs incurred for returning the goods.

6. Complaints (defects / damage)

If the product is defective or the parcel arrived damaged, contact us as soon as possible with your order number, description, and clear photos. We respond within 14 working days with a resolution (replacement or refund for the item’s value only).

7. Important exclusions (no return unless defective at delivery)

Sealed items opened after delivery (health/hygiene): Products delivered in sealed packaging that cannot be returned once opened (Consumer Rights Act, art. 38(5)).
Live ants / live colonies: Shipped in sealed containers. After the seal is opened post-delivery, returns are not accepted unless the product was defective at delivery.
Custom-made or personalized items and consumables that were unsealed/used.
Items with signs of use, contamination, missing parts, or damaged original packaging.

8. Live Arrival Guarantee

EU orders: Live arrival guarantee. If DOA occurs, contact us within 24 hours with timestamped photos/videos — we will replace or refund the affected items’ value (excluding any shipping costs).
Non-EU orders: We dispatch in good condition with available documentation. The buyer is responsible for customs clearance, taxes, and delays/restrictions of local authorities.

9. Processing time

Returns and complaints are processed promptly — usually within a few business days and no later than 14 days from receipt of the returned goods or confirmation of defect.

10. Questions

Need help? Email ant.on.top.of.formig@gmail.com or call +48 796 220 541.

This policy does not limit any statutory consumer rights under applicable law.