COMPLAINTS

Information on furniture returns and complaints.

1. The following regulations regarding complaints are applicable to all complaint processes conducted based on notifications sent to DEFTRANS Sp. z o.o. based in Wszewilki, ul. Sulmierzycka 73, 56-300 Milicz (National Court Register KRS: 0000097852; hereinafter referred to as “DEFTRANS”) as the designated seller of goods, for which DEFTRANS assumes liability for any defects.
2. These regulations regarding complaints apply unless otherwise arranged in the agreement between DEFTRANS and the complainant.
3. DEFTRANS is obliged to deliver the goods to the Customer without defects. The goods ordered by the Customer undergo a meticulous quality and quantity check before being dispatched.
4. Please inspect the parcel for any visible external damages when receiving it from the courier. If the parcel shows signs of damage, report your reservations to the carrier along with a description of the damage. In the event of damage or missing goods in delivery, the time limit for reporting a claim is 48 hours from the date of delivery, otherwise the claims will expire. An essential document that should be attached to the complaint in such a situation is a signed damage report with the carrier.
5. Complaints submitted in writing should be sent to the following address: DEFTRANS Sp. z o.o. Wszewilki, ul. Sulmierzycka 73, 56-300 Milicz or to the e-mail address: reklamationen@deftrans.com.pl
6. Information regarding the acceptance or rejection of the complaint will be sent to the Customer at the correspondence address provided in the complaint form or another address indicated by the Customer in the complaint notification.
7. Any doubts related to complaints can be clarified by calling the phone numbers 887 510 086, 607 807 525 from Monday to Friday between 8:00 am -3:00 pm or by emailing reklamationen@deftrans.com.pl
8. Please note that the complaint review period is 14 days from the receipt of complete information, data, photos or samples necessary to verify the presence of a defect and its cause. DEFTRANS should address this deadline regarding a positive or negative decision related to the application.
9. Please be advised that the deadline for exercising the rights arising from the warranty and guarantee is up to 30 days from the moment it is considered by the Complaint Department or the Service Department.
10. Each complaint should include:

– description of the defect;

– a copy or scan of the proof of purchase, photo documentation, photo of the production label (MP label – placed e.g. inside the cabinet), the element subject to complaint marked in the assembly instructions;

– guidance on the conduct expected from DEFTRANS;

– bank account number in case of a price refund claim.

This will allow for faster complaint processing and a thorough analysis of the cause of the reported defect.

11. Please be advised that in accordance with Art. 560 of the Civil Code, the right to reduce the price or withdraw from the contract arises only in specific situations, i.e. if the item is not replaced with a defect-free one or if the defect is not removed. The buyer (being a consumer) may, instead of the proposed remedy by the seller, demand the replacement of the defective item with a defect-free one, or instead of the replacement of the item, demand the removal of the defect, unless bringing the item into conformity with the contract in the manner chosen by the buyer is impossible or would require excessive costs compared to the method proposed by the seller. When evaluating the excessive costs, the value of defect-free items, the type and significance of the identified defect, as well as the inconveniences that would expose the buyer to another method of satisfaction, are being taken into consideration. However, the buyer cannot withdraw from the agreement if the defect is insignificant.