Returns and complaints

1. Right to return within 30 days

• Under Polish law (Article 27 of the Consumer Rights Act), the customer has the right to withdraw from the contract without giving any reason within 30 days of receiving the product.

• The deadline is counted from the date of receipt of the last product from the order.

• To exercise the right of withdrawal, the customer must submit a declaration (e.g. by e-mail or online form).

2. Return procedure

To make a return, the customer should:

1. Contact our Customer Service Office (e-mail/contact form), providing your order number and contact details.

2. Receive confirmation of receipt of your return from us and instructions on how to return it and its address.

3. Return the product intact, in its original packaging, with all accessories and documents (receipt/invoice), preferably by post with proof of delivery.

3. Refund

• After receiving and inspecting the returned goods, we will refund the full amount paid for the product (including VAT) immediately and at the latest within 14 days of receiving the declaration of withdrawal.

• Refunds will be made using the same payment method used for purchase.

• The customer bears the direct costs of returning the goods (in accordance with Article 33, paragraph 1 of the Consumer Rights Act).

4. Limitations on the right to return

The right of withdrawal does not apply in the case of:

• immediately used durable goods that wear out upon first use (e.g. parts that wear out during installation);

• products made to special customer order and personalized;

• hygiene products if the packaging has been opened, making it impossible to resell them (e.g. filters, seals).

5. Complaints – physical and legal defects

• In the event of product defects resulting from causes inherent in the product at the time of delivery, the customer has the right to make a complaint under the warranty (Articles 556–576 of the Civil Code).

• Complaints must be submitted as soon as possible, no later than 2 years after receiving the product.

• The customer may request: replacement of the goods with new ones, removal of the defect, reduction of the price or withdrawal from the contract (if the defect is significant and cannot be removed).

6. Complaints procedure

1. Complaints should be submitted by email or telephone, including: the order number, a description of the defect, photos documenting the damage and the expected solution.

2. We will confirm receipt of your complaint and begin the verification procedure within 14 days of your submission.

3. If the complaint is accepted:

   • we will send you instructions on how to return the goods,

   • After receiving the defective product, we will proceed according to the customer's request (replacement/repair/refund).

4. If the complaint is rejected, the customer will receive a justification and information about the right to file a claim with the court or the Consumer Ombudsman.

7. Responsibility for the costs of shipping a complaint

• If the complaint is justified, the costs of return and re-shipment will be borne by our store.

• In the event of an unjustified complaint, the costs are borne by the client.

8. Limitation of Liability

• The company is not liable for damage resulting from unprofessional installation, improper use, exposure to moisture, chemicals or other external factors.

• The company is not liable for mechanical damage occurring after delivery if the customer did not report it upon receipt or did not include proof of damage in the complaint.