Complaint and Warranty Policy

Effective date: November 2025
Website: https://polenpolakmeble.pl
Company: Polak Meble Sp. z o.o.
Registered Address: ul. Bohaterów Września 25, 63-600 Kępno, Poland
Email: info@polenpolakmeble.pl

1. General Provisions

This Complaint and Warranty Policy defines the rules for submitting complaints, exercising consumer rights, and using warranties for products purchased from Polak Meble Sp. z o.o. through the website polenpolakmeble.pl.

We comply with all relevant provisions of Polish consumer protection law, including the Civil Code, and the Act on Consumer Rights of 30 May 2014.

2. Legal Warranty (Rękojmia)

2.1. All products purchased in our store are covered by the legal warranty (rękojmia) under the Polish Civil Code for 2 years from the date of delivery.

2.2. The Seller is responsible for defects that existed at the time of delivery or appear within two years thereafter.

2.3. A product has a defect if:

it does not conform to the contract or product description,
it is damaged, incomplete, or unusable for its intended purpose,
it differs from the model or sample presented, or
it was assembled incorrectly by the Seller or under their supervision.

2.4. The Consumer must report the defect within a reasonable time after discovering it — ideally within 14 days.

3. How to File a Complaint

3.1. Complaints should be submitted in writing or electronically to:

Polak Meble Sp. z o.o.
ul. Bohaterów Września 25
63-600 Kępno, Poland
Email: info@polenpolakmeble.pl

3.2. The complaint should include:

Customer’s full name and contact details,
Order number and date of purchase,
Product name or SKU,
Description of the defect and when it appeared,
Photos or videos showing the defect (if possible).

3.3. If necessary, the Seller may request that the defective item be returned for inspection. Shipping costs are temporarily covered by the Seller (reimbursed if the complaint is valid).

4. Complaint Procedure

4.1. The Seller will confirm receipt of the complaint within 7 days.

4.2. The complaint will be processed within 14 days of receipt.

4.3. If the complaint is accepted, the Seller will:

Repair the defective product, or
Replace it with a new one free of defects, or
Refund part or all of the payment (if repair/replacement is not possible).

4.4. If the complaint is rejected, the Customer will receive a written explanation with reasons for refusal.

5. Commercial Warranty (Gwarancja Producenta)

5.1. Some products may also include a manufacturer’s warranty (gwarancja), the terms of which are specified in the warranty card or product documentation.

5.2. The commercial warranty does not exclude or limit the consumer’s rights under the legal warranty (rękojmia).

5.3. The manufacturer or importer is responsible for the conditions and scope of this warranty.

6. Return of Defective Products

6.1. When returning a defective product, it must be properly secured for transport to prevent further damage.

6.2. The return address is:
Polak Meble Sp. z o.o.
ul. Bohaterów Września 25
63-600 Kępno, Poland

6.3. After the complaint is accepted, the Seller will cover all shipping costs related to the return and delivery of a repaired or replaced item.

7. Exclusions

The warranty and complaint rights do not cover:

Damage caused by improper use, neglect, or modification by the Customer.
Natural wear and tear of materials.
Defects resulting from incorrect assembly not performed by the Seller.
Products sold as “outlet” or “as-is” with known defects clearly described before purchase.

8. Out-of-Court Dispute Resolution

8.1. Consumers have the right to use alternative dispute resolution (ADR) methods, such as:

Mediation or arbitration via the Trade Inspection (Inspekcja Handlowa),
Online Dispute Resolution (ODR) platform managed by the European Commission:
https://ec.europa.eu/consumers/odr

8.2. Participation in ADR or ODR procedures is voluntary for both parties.

9. Contact

For any questions regarding complaints or warranties, please contact: