Complaints

To submit a complaint regarding an online order:

1. Log in to your customer account and fill out the form from the Complaints tab

or

2. write us an email at sklep@ceramiq.pl providing your order number.

Products may be covered by a manufacturer's, importer's, or seller's warranty, valid in Poland. The warranty period for each product is listed in its description on the Ceramiq.pl website. Detailed warranty terms are specified in the warranty form issued by the guarantor, available in the "warranties" tab in the description of each product. The warranty for the product sold does not exclude, limit, or suspend the buyer's warranty rights for product defects.

Ceramiq.pl is liable for product defects in accordance with applicable law. In the case of non-consumer sales, the warranty provisions of the Civil Code are excluded.

Warranty complaints may be submitted electronically or in writing to the Ceramiq.pl address provided at the top of the Regulations, at the expense of Ceramiq.pl.

The Customer has the right to request a price reduction or withdrawal from the contract unless Ceramiq.pl immediately and without undue inconvenience to the Customer replaces the defective product with a defect-free one or removes the defect. This limitation does not apply if the product has already been replaced or repaired by Ceramiq.pl or if Ceramiq.pl has neither replaced the product with a defect-free one nor removed the defect.

Ceramiq.pl will review warranty complaints within 14 days of receipt. If Ceramiq.pl does not respond to the Customer's request within 14 days, the complaint has been accepted.

In each of the above cases, where fulfilling the Customer's request involves the delivery of a new or repaired product, the shipping costs are borne by Ceramiq.pl. To return the purchased product, the Customer should enter the purchase price of the returned product in the "declared value" (or equivalent) field on the shipping bill. This amount constitutes the declared insurance value.

Returns

In accordance with applicable regulations, the Customer has the right to withdraw from a distance contract without giving any reason within 14 days from the date of receipt of the order.

To exercise the right of withdrawal:

  1. Print and complete the Declaration of Withdrawal from the Contract
  2. Send the returned goods together with the declaration to the following address: Ceramiq.pl Sp. z o. o., 02-908 Warsaw.

Return acceptance conditions:

  • The product must not show any signs of use.
  • The product must be in its original, undamaged packaging.
  • Please attach proof of purchase (e.g. invoice or receipt).

Refund:

Refunds for returned products will be made within 14 days of our receipt of the returned shipment. Refunds will be processed via Przelewy24 or by bank transfer to the bank account number provided in the return statement (depending on the payment method used in the order).