Complaints

What should I do if the quantity received does not match the quantity stated on the invoice or receipt?

Any complaints about discrepancies between items you have received and the invoice or receipt, please report:
- by phone at +48 22 599 49 70,
- by email to ,
- in person at our store at ul. Wólczyńska 206 in Warszawa.

In order to streamline and speed up the complaint process, please fill out and submit to us a complaint form.
Please report complaints regarding quantity and mistakenly delivered goods immediately. For non-consumer customers, no later than 7 days from the date of receipt of shipment.

What should I do if the package delivered by the courier is damaged?

If the shipment has arrived to you in a condition indicating mechanical damage during transport, please inspect it in the presence of the courier and write a protocol describing the damage. Please report the whole situation to our sales department:
- by phone at +48 22 599 49 70,
- by email to ,

What if the purchased goods have a defect?

If you find a defect in the goods, please report a complaint:
- by phone at +48 22 599 49 70,
- by email to ,
- in person at our store at ul. Wólczyńska 206 in Warszawa.

If we deem it necessary to process the complaint, we may ask you to send back the defective goods. For customers who are consumers, we will collect the shipment with the defective goods at our expense. In order to streamline and speed up the complaint process, please fill out and attach a complaint form to the returned goods.

In the case of customers who are consumers filing a claim for non-conformity of goods under the Consumer Rights Act, among other things, the following rights are available:
1. The possibility of using this form of complaint exists up to 2 years from the date of delivery of the goods.
2. As a general rule, it is presumed that the lack of conformity of the goods with the contract, which became apparent within these 2 years, existed at the time the goods were delivered.
3. The consumer may demand repair or replacement of goods not in conformity with the contract.
4. In the cases enumerated in the law, the consumer may make a declaration to reduce the price or withdraw from the contract.

For non-consumer buyers, warranty [ rękojmia ] liability, according to our terms and conditions, has been excluded, and we accept complaints about defects in goods within 1 year from the date of purchase.

What happens after a complaint is filed?

1. Upon receipt of the complaint and the goods covered by the complaint (if Firma Piekarz deems it necessary to examine the goods in order to process the complaint), we investigate the validity of the complaint in question.

2. Firma Piekarz has 14 days from the time the complaint is filed to respond to it and inform the customer of its decision. A complaint is considered legitimate if the customer does not receive information from Firma Piekarz about its position on the matter within this time.

3. If the customer is a consumer, in the case of recognition of a complaint about a defect in the purchased goods, Articles 43a - 43g of the Law on Consumer Rights apply for contracts concluded from January 1, 2023, or Articles 560 and 561 of the Civil Code for contracts concluded before that date.

4. For non-consumer customers, Firma Piekarz's liability for delivery of defective goods is limited to replacement of the goods or refund of the amount paid.