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Returns and complaints

Complaints

If the purchased product has a defect, the customer has the right to submit a complaint in which they will specify their proposal for solving it, i.e. bringing the product into compliance with the contract.

The Seller accepts complaints under the warranty in the following way:

  • by e-mail at the following e-mail address: reklamacje@boretti.pl

  • by correspondence via registered letter sent with return receipt requested to the following address: ul. Kapelanka 12, Kraków 30-347

The following information is essential for the smooth running of the complaint process

  • original order number and date

  • product , from the order, to which the complaint relates

  • description of the reason for the complaint

  • photo documentation

  • proposed form of solving the complaint

  • contact details

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If sufficient documentation is not provided, the claim may be rejected.

All information regarding warranty and complaints can also be obtained by calling +48 571 082 823.

The Guarantor will notify the Customer within 14 days from the date of filing the complaint that the warranty claim is accepted or that it is considered unjustified, replying in writing, by telephone or by e-mail.

Warranty terms – 25 YEAR WARRANTY PERIOD

  1. The warranty period is 25 years from the date of purchase of the furniture by the Customer.

  2. The condition for the provision of warranty services is that the Customer must submit a valid warranty card together with proof of purchase.

  3. Warranty protection applies to the territory of the Republic of Poland.

  4. The Guarantor is not liable for damage to the product resulting from the Customer's actions, even if it was used as intended and in appropriate conditions.

  5. The basis for considering a warranty complaint is that the Customer has a furniture purchase document along with a signed warranty card in which the Customer accepts the warranty terms.

  6. The Buyer submits a warranty complaint in writing (by letter or e-mail), and its validity is assessed by the Guarantor.

  7. If the nature of the defect does not require its removal at the factory, warranty repairs are performed at the customer's.

  8. If the complained defect is unremovable or its removal reduces the value of the furniture or its aesthetics, the complaint may be positively considered with the customer's consent by reducing the price of the furniture.

  9. In other cases, the complaint may be resolved by replacing the furniture with a new one.

  10. The Guarantor decides on how to handle the complaint.

  11. The Customer is obliged to exercise due diligence in cooperation with the Guarantor throughout the entire possible complaint process.

  12. The Guarantor is not obliged to provide the Customer with replacement furniture for the duration of the repair.

  13. The costs resulting from filing unjustified warranty claims, including in particular travel costs, are borne by the Customer.

The warranty does not cover:

  1. Furniture that does not require assembly, defects, damage and quantitative shortages of elements and accessories;

  2. Damage occurring after the sale, delivery and installation of the product at the Customer's premises by a dedicated company resulting from random events;

  3. Damage resulting from inconsistent use, storage and/or improper maintenance of furniture;

  4. Damage resulting from attempts to repair or modify furniture made at the request of the Customer or directly by the Customer and not by the seller

  5. Cracks, dents or other mechanical damage to glass/fragile furniture elements found after receipt of the furniture from the Seller;

  6. Changes in furniture surfaces resulting from natural wear and tear;

  7. Changes in the structure of the fabric on the surface (pilling, balling, etc.) resulting from its natural wear;

  8. Wood is a natural material, and products made of it are characterized by heterogeneity. As a product of nature, this material may have local flaws, knots and defects, which is caused by environmental factors occurring in the place of its growth. Thanks to this, each piece of furniture is unique. The structure of wood is always varied, therefore natural differences in the color and shape of the rings, as well as discolorations on massive elements are typical features of wood, therefore such features are not subject to warranty;

  9. Damage resulting from the Customer's intentional actions, showing signs of destruction or intentional devastation;

  10. Individual furniture elements such as: bolts, screws, connectors, bumpers and shock absorbers, guides, hinges, caps, sinters, nuts, caps, handles, legs, and in the case of countertops, their bottom surface.

Rules for the use and maintenance of furniture:

  1. Furniture should be used in accordance with its design and purpose.

  2. Furniture should be placed on a level surface.

  3. Furniture should be used in closed, dry rooms protected against harmful factors that may cause permanent damage. Furniture should not be exposed to direct sunlight. The climatic conditions for the use of furniture are as follows:

  4. relative air humidity 40-70%

  5. temperature 15-30 C.

  6. Furniture should not be placed at a distance closer than 0.5 m from active heat sources (radiators, stoves).

  7. Varnished furniture surfaces should be protected against scratching and bruising.

  8. If lighting is used in furniture, the bulbs should not be touched directly with your hand.

  9. Furniture surfaces should be dry cleaned with soft cloths, and maintenance products should be used for this purpose.

Return of goods

Pursuant to the Act on Consumer Rights of May 30, 2014 (Journal of Laws 2014, item 827), the right to withdraw from the contract is excluded in the cases indicated therein, among others: in a situation where the subject of the order is a non-prefabricated item, manufactured to special order or intended to meet its individual needs.

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BORETTI products are manufactured to individual order and are non-returnable.

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