Returns and Complaints – Rules Applicable in Poland and the European Union

At PlytaCMB.pl, we strive to ensure that the materials we provide meet the highest quality standards. Due to the specific nature of the products we offer, returns and complaints are handled in accordance with Polish law and EU regulations.

1. Returns of special orders

According to Polish law (Act of May 30, 2014, on Consumer Rights), the right of withdrawal within 14 days does not apply to:

special orders, i.e., products made to the customer's individual specifications.

For orders processed individually by plytacmb.pl, returns may only be possible with the Seller’s consent. The Customer must submit a written return request, which will be reviewed individually.

2. Complaints about damaged goods

If the delivered goods are damaged, the Customer has the right to file a complaint. The complaint process complies with:

1. The Polish Civil Code (Articles 556 and subsequent), which governs liability for defective goods (warranty).
2. Directive (EU) 2019/771 of the European Parliament and of the Council, which ensures consumer protection within the EU.

3. Complaint procedure

The Customer should submit a written complaint describing the type of damage and including documentation (e.g., photos of the damaged product).
After submission, the Seller will verify the claim and forward it to the manufacturer.
If the defect is confirmed by the Seller and the complaint is accepted by the manufacturer:

1. The Customer will receive a replacement product of the same or equivalent quality.
2. The cost of shipping the replacement product will be covered by the Seller.

4. Damage during transport

According to Article 545 § 2 of the Polish Civil Code, if damage occurs during transport, the Customer should:

1. Verify the goods in the presence of the driver delivering the goods.
2. Prepare a damage report, which will serve as the basis for processing the complaint.

5. Contact

All questions regarding returns and complaints can be sent to: info@plytacmb.pl. We are happy to assist and help resolve any issues.