Complaints

Download: Claim protocol template

 
Please read the detailed information on Complaints in the Terms and Conitions of the Naturalhomedecor.pl online store.

The following content applies to the so-called Privileged Buyer. If you are not, please refer to our Shop Terms and Conditions for detailed information on complaints.

If we improperly perform the contract concluded with you, you have the right to submit a complaint - preferably to the e-mail address: sklep@naturalhomedecor.pl or by post to the address of Franciszka Klimczaka 17/ 107, 02-797 Warsaw. Add the order number in the title.

As a general rule, we are liable for a lack of conformity of the goods with the contract, existing at the time of delivery and revealed within two years from that time.

Pursuant to the provisions of the Act on consumer rights, you may in such a situation demand:

a) exchange of goods

or

b) repair of goods.

In some cases, you can also: a) withdraw from the contract or b) submit a price reduction statement

- details in this regard can be found in our Store Terms and Conditions.

OBLIGATION TO CHECK THE SHIPMENT DURING COLLECTION FROM THE COURIER:

Upon receipt of the parcel, the Buyer is obliged to check the parcel in the presence of the courier. Before opening the parcel, you should confirm its delivery and check that the parcel has not been damaged during transport. For this purpose, please: a) view the shipment from the outside, b) then open the package and check if the ordered product has no defects or damage invisible from the outside, check the completeness of the delivered products and whether there are any mechanical damage to the products.

• If the parcel delivered to the Consumer is damaged, contains mechanical damage or is inconsistent with the order, please make a damage report in the presence of the courier. In this case, the Buyer should refuse to accept the damaged shipment.
• The transport damage report should include the date and time of delivery, a detailed description of any damage to the product or any shortages. In addition, the report must accurately describe the condition of the packaging - for example: dents, damage to the tape, tearing), as well as the security materials used for packaging (pallet, polystyrene profiles, paper filler, glass markings, do not throw. The report must be signed by the Buyer and the Courier.
• In the event of any deficiencies or damage to the product after the courier has left, immediately contact the courier company and request the arrival of the carrier's representative in order to draw up a transport damage protocol.
• Please inform the store immediately about the situation by e-mail to the following address: sklep@naturalhomedecor.pl. Failure to perform an act of diligence may result in the courier company refusing to recognize the complaint.

REMEMBER:

• The store does not accept cash on delivery shipments.
• Please do not send the claimed product without first noting the complaint by the store (as a result of sending us a Complaint Form / application) and confirmation by the store of the method of sending the claimed goods.
• Naturalhomedecor.pl is not a manufacturer of goods - it is not responsible for the warranty of the goods.
  

Which is not the basis for a complaint?

a) The basis for the complaint does not constitute differences in shades of colors between the actual appearance of the products and the goods presented in the photos. The photos of the products are for reference only, and the differences may result from different settings or parameters of the computer or the Buyer's graphics card.

b) The basis for the complaint does not constitute differences in the shape of a product made by hand from wood and other natural materials with exceptional unique shapes, properties, graining, texture - between the actual appearance of the products and the goods presented in the photos. The photos of the products are for reference only, and the differences may result from the unique qualities of the natural material, e.g. wood (e.g. grain, shape).

c) The seller is not liable for damages resulting from incorrect use and use of the purchased product, inconsistent with its intended use and / or the instructions for use provided.