Returns and Complaints
Learn how to easily make a return or file a complaint in our store. Your satisfaction is our priority.
Learn how to withdraw from the contract and return the purchased product within 14 days.
File a complaint in case of a physical or legal defect of the purchased product.
Download ready-made forms needed to submit a return or complaint.
Additional legal information, ADR and notes for business customers.
Product Returns
How to make a return in 4 simple steps
Download and fill out the withdrawal form available on our website.
Send the completed form electronically to [email protected] or by traditional mail.
Return the product in intact condition, preferably in its original packaging, to the company's headquarters address.
After receiving and verifying the returned product, we will refund your money within 14 days from the date of receipt of the shipment.
In accordance with the Consumer Rights Act, you have the right to withdraw from the contract within 14 days without giving a reason. This period is counted from the day on which you or a third party (other than the carrier) indicated by you took possession of the subject of the contract. To exercise the right to withdraw from the contract, you must inform us of your decision by means of an unambiguous statement (e.g. letter sent by post, fax or e-mail). You may use the withdrawal form that you will find below, but this is not mandatory.
- The product must be in unchanged condition, which means that:
- It has no signs of use.
- It is not damaged.
- It has the original, undamaged packaging, including all accessories and documentation.
- Direct costs of returning the product are borne by the Customer.
- The refund will be made within 14 days of our receipt of your statement of withdrawal from the contract, however, we may withhold the refund until we receive the returned product or proof of its return.
Note! The right to withdraw from the contract does not apply to electronic products if the consumer has agreed to the commencement of performance before the expiry of the withdrawal period and has been informed of the loss of the right to withdraw from the contract.
- Fill out the withdrawal form:
- Download the withdrawal form in DOCX formatWithdrawal form (DOCX)
- Send the completed form:
- Electronically to the e-mail address: [email protected]
- Or by traditional mail to the addressMACHINE HOUSE POLAND Sp. z o.o.
Lutoryż 100b
36-040 Boguchwała
- Return the product:
- Please return the product no later than 14 days from the day you informed us of your withdrawal from the contract.
- Return shipping address:MACHINE HOUSE POLAND Sp. z o.o.
Lutoryż 100b
36-040 Boguchwała
Complaints
How to file a complaint in 4 simple steps
Download and fill out the complaint form available on our website.
Send the completed form electronically to [email protected] or by traditional mail.
Return the defective product along with proof of purchase to the company's headquarters address.
We will review your complaint within 14 days of receiving the product and inform you of the decision.
Products offered in our online store are covered by a 12-month warranty.
If the product you purchased has physical or legal defects, you have the right to file a complaint based on warranty (statutory right granted to consumers) or manufacturer's guarantee.
In the case of a warranty complaint, in accordance with Polish law, you have the right to request repair, replacement, price reduction or withdrawal from the contract in the case of a significant defect.
- In the case of a warranty complaint, we will respond to it within 14 calendar days from the date of its receipt. Lack of response within this period means that we have accepted the complaint as justified.
- In the case of a manufacturer's warranty complaint, the processing time may be longer and depends on the warranty conditions.
- Fill out the complaint form:
- Download complaint form in DOCX format:Complaint form (DOCX)
- Send the completed complaint form:
- Electronically to the e-mail address: [email protected]
- Or by traditional mail to the addressMACHINE HOUSE POLAND Sp. z o.o.
Lutoryż 100b
36-040 Boguchwała
- Prepare the product for shipment:
- The product must be returned together with the completed complaint form or confirmation of its submission via e-mail.
- Pack the product carefully, preferably in the original packaging, to protect it from damage during transport.
- Send the shipment to our address:MACHINE HOUSE POLAND Sp. z o.o.
Lutoryż 100b
36-040 Boguchwała
- Products must always be returned to us in order to assess the reported defect, as all products we offer are physical.
- As part of the complaint review, we will make a thorough assessment of the reported defect.
- If the complaint is accepted as justified, we will take appropriate action in accordance with your request, such as:
- Product repair
- Replacement with a new product
- Price reduction
- Refund in case of withdrawal from the contract
Forms to download
If you have problems downloading the forms, please contact our Customer Service Office:Phone: +48 733 332 501
E-mail: [email protected]
Additional information
- Detailed information regarding the right to withdraw from the contract and the complaint procedure can be found in our Store Regulations.
- Please read the return and complaint conditions before making purchases.
- The time for processing returns and complaints may vary depending on the individual circumstances of the case.
Alternative dispute resolution
We inform you that in the event of disputes with consumers, there is the possibility of using out-of-court dispute resolution methods.
The entity authorized to conduct proceedings regarding out-of-court resolution of consumer disputes is the Voivodeship Inspector of Trade Inspection. A list of Voivodeship Trade Inspection Offices is available on the UOKiK website.
Alternative dispute resolution - UOKiK
The consumer may also seek assistance from the county (municipal) consumer ombudsman or a social organization whose statutory tasks include consumer protection.
Our e-mail address for contact: [email protected]
Additional remarks
- Please notethat the right to withdraw from the contract does not apply in cases specified in Article 38 of the Consumer Rights Act, including when the product is made according to the Customer's specification or is clearly adapted to their individual needs.
- Entrepreneurs who do not have consumer rights do not have the right to withdraw from the contract without giving a reason, unless the contract provides otherwise.
- Alternative dispute resolution: We inform you that in the event of disputes with consumers, there is the possibility of using out-of-court dispute resolution methods. Detailed information is available on the website of the Office of Competition and Consumer Protection: https://uokik.gov.pl/pozasadowe-rozwiazywanie-sporow-konsumenckich. The consumer can also seek help from the county (municipal) consumer ombudsman.
Frequently Asked Questions
Find answers to frequently asked questions about returns and complaints.
According to the Consumer Rights Act, you can withdraw from the contract within 14 days from the date of receiving the product without giving a reason. This period is counted from the day on which you or a third party (other than the carrier) indicated by you, took physical possession of the item.
No, in the case of withdrawal from the contract within 14 days of receiving the product, you do not have to give a reason for the return. This is your statutory right as a consumer.
The cost of returning the goods to the seller in the case of withdrawal from the contract is borne by the consumer. We recommend choosing a secure form of shipment with the ability to track the package.
The product should be in unchanged condition, i.e. it should not have signs of use, be damaged and should be packed in the original packaging with all accessories and documentation. You have the right to check the nature, characteristics and functioning of the product, but only to the extent that you could do so in a brick-and-mortar store.
Warranty is a statutory right granted to consumers, which allows filing a complaint in case of detecting a physical or legal defect of the product. Guarantee, on the other hand, is a voluntary commitment of the manufacturer or seller, defining the conditions of responsibility for the quality of the product. Under warranty, you can demand repair, replacement, price reduction or withdrawal from the contract, and the seller has 14 days to respond to the complaint.
You can file a warranty complaint within 2 years from the date of purchase. If the defect is detected within 12 months of the product's release, it is presumed that it existed at the time of purchase. After this period, the consumer is obliged to prove that the defect existed at the time of purchase.
No, there are exceptions specified in Article 38 of the Consumer Rights Act. The right to withdraw from the contract does not apply, among others, to products made according to the consumer's specification, products that deteriorate quickly, products delivered in sealed packaging that cannot be returned after opening due to health or hygiene reasons, and in other cases specified in the law.
We will refund all payments received from you, including the costs of delivering the goods (except for additional costs resulting from your choice of delivery method other than the cheapest ordinary delivery method we offer), without undue delay, and in any case no later than 14 days from the day we were informed of your decision to withdraw from the contract. However, we may withhold the refund until we receive the goods or until you provide us with proof of their return, depending on which event occurs first.
Need help?
Our consultants are available Monday to Friday from 8:00 AM to 4:00 PM