Returns and Complaints

I. Complaints procedure

1. Filing a complaint

To submit a complaint, please contact us by email at reformmepolska@op.pl , including the following in the subject line: COMPLAINT, ORDER NUMBER . In response, we will send you a complaint form, which will expedite the review process.

2. Complaint handling conditions

2.1. A complaint may be filed if a product defect becomes apparent during the warranty period.
2.2. The warranty covers only manufacturing defects, material defects, and missing parts. It does not cover damage resulting from wear and tear or improper use.
2.3. The customer should report any detected defect immediately, no later than 24 months from receipt of the goods.
2.4. In the event of a removable defect, the customer has the right to request its repair, rectification of the defects or a reduction in the price.
2.5. In the event of a permanent defect, the customer is entitled to a full refund.
2.6. A complaint will not be accepted if the customer was aware of the defect at the time of purchase or received a discount for it.
2.7. The warranty does not apply if:
– its validity period has expired,
– the product was used, stored or assembled contrary to the instructions,
– it was used contrary to the manufacturer's recommendations,
– has been damaged as a result of overload, power failure or inappropriate storage conditions.

3. Complaint handling process

3.1 We are liable for defects existing at the time of delivery.
3.2. The customer should immediately report the defect and send photographic documentation to the following address: reformmepolska@op.pl Continued use of the defective product may result in rejection of the complaint.
3.3. Complaints should include a description of the defect and photos. A complaint form may be attached.
3.4. Complaints are considered within 30 calendar days.
3.5. After accepting your complaint, we will offer you one of the following forms of compensation:
– partial refund without having to return the product,
– shipment of a new copy.
3.6. If an exchange is not possible, we will propose another form of compensation.

4. Cancellation of order

4.1. We reserve the right to cancel any order and refund the full amount before shipment, without giving any reason.
4.2. The company is not liable for any damages resulting from the cancellation of an order.

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II. Return Procedure

1. Return terms

1.1. The customer has the right to return the product within 14 days of receiving it.
1.2. The returned product must be unused and undamaged, in its original packaging.
1.3. To request a return, please contact us via the contact form on the website or at reformmepolska@op.pl , with the subject line: RETURN, ORDER NUMBER . We will send you a returns form.
1.4. If the return is not our responsibility, the customer is responsible for the return shipping costs. Refunds will be made within 7 business days of receipt of the shipment.

2. Refund

2.1. The customer will be informed of the acceptance or rejection of the return after the shipment has been inspected.
2.2. If your request is approved, the refund will be made automatically to the originally selected payment method.