How to do it?

You can submit all complaints regarding products or the online store:

• in writing to the following address: Własna street 1, 05-090 Nowe Grocholice;
• in electronic form via e-mail to the following address: store@reforma.eu.

The product may be sent or returned as part of a complaint to the following address: Własna street 1, 05-090 Nowe Grocholice.

What to write in a complaint?

It is recommended to include in the description of the complaint:
(1) information and circumstances regarding the subject of the complaint, in particular the type and date of occurrence of irregularities or lack of compliance with the contract;
(2) requesting a method of achieving compliance with the contract or a declaration of price reduction or withdrawal from the contract or other claim; and
(3) contact details of the person filing the complaint - this will facilitate and speed up the processing of the complaint.

The requirements set out above are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint. If the complainant changes the contact details provided while the complaint is being considered, he or she is obliged to notify the Seller.

The complainant may attach evidence (e.g. photos, documents or product) related to the subject of the complaint to the complaint.

We may also ask the person filing the complaint to provide additional information or send evidence (e.g. a photo) if this will facilitate and speed up our consideration of the complaint.

When will you receive a response to your complaint?

The Seller will respond to the complaint immediately, no later than within 14 calendar days from the date of its receipt.

Where can you find legal regulations regarding complaints?

The basis and scope of responsibility for the compliance of the product with the contract are specified in generally applicable legal provisions, in particular in the Civil Code, the Act on Consumer Rights and the Act on the provision of electronic services of July 18, 2002 (Journal of Laws No. 144, item 1204, as amended).

We have two types of liability for product compliance with the contract:

• statutory Seller - this is liability arising from legal provisions, below you will find detailed information where it is regulated, this liability cannot be excluded in the case of consumers;
• contractual (e.g. warranty granted by the guarantor) - this is an additional liability and applies if a given product is covered by e.g. a warranty. The warranty may be granted by an entity other than the Seller (e.g. by the manufacturer). Detailed regulations regarding liability under the warranty can be found in the warranty card or elsewhere regarding the warranty;

Below you will find detailed regulations regarding the Seller's liability under the law - depending on the type of product (movable property, content or digital service) and depending on the date of conclusion of the contract (until 2022 or from 2023) here:

• Provisions regarding complaints about a product - a movable item - purchased by the Customer under a sales contract concluded with the Seller until December 31, 2022, are specified in the provisions of the Civil Code in the version in force until December 31, 2022, in particular Art. 556-576 of the Civil Code. These provisions specify in particular the basis and scope of the Seller's liability towards the Customer if the sold product has a physical or legal defect (warranty). The Seller is obliged to provide the Customer with a product without defects.
• The provisions regarding complaints about a product - a movable item (including a movable item with digital elements), excluding, however, a movable item that serves only as a carrier of digital content - purchased by the Customer under a sales contract concluded with the Seller from January 1, 2023, are specified provisions of the Consumer Rights Act in force from January 1, 2023, in particular Art. 43a - 43g of the Consumer Rights Act. These provisions specify in particular the basis and scope of the Seller's liability towards the consumer in the event of non-compliance of the product with the sales contract.
• Provisions regarding complaints about a product - digital content or service or a movable item that serves only as a carrier of digital content - purchased by the Customer under a sales contract concluded with the Seller from January 1, 2023 or before that date, if the delivery of such a product was to take place or occurred after that date are determined by the provisions of the Consumer Rights Act in force from January 1, 2023, in particular Art. 43h - 43q of the Consumer Rights Act. These provisions specify in particular the basis and scope of the Seller's liability towards the consumer in the event of non-compliance of the product with the sales contract.

How to do it?

1. Write us an e-mail at: store@reforma.eu providing all information about the products you want to return. Provide the document number of the VAT invoice or a scan of the receipt. In your response you will receive all instructions on how to proceed.
2. Pack the product safely together with the purchase document and the "Return" letter and send it to us at the address provided in the e-mail.
3. We process returns within 14 days.

You are not entitled to withdraw from the contract concluded in the online store if the subject of the contract is an item delivered in a sealed package, which cannot be returned after opening the packaging due to health protection or hygiene reasons, if the packaging was opened after delivery (e.g. incl. unscrewing the bottle of hybrid varnish to check the live color or consistency).

Additional information

Remember that we do not accept parcels sent to us via cash on delivery, the "e-mail" service or parcel lockers.

All details regarding your rights and costs can be found in the Regulations.

We send all parcels by DPD courier, so you don't have to go anywhere to have your dream products delivered straight to your door! The DPD courier company will send you an automatic e-mail with information about the shipment number and the date and time of delivery to the address you provide. Remember to provide the correct email address and telephone number of the DPD courier so as not to unnecessarily extend the delivery of the products you have ordered. The DPD courier has 48 hours to deliver your parcel, if you do not receive it after this time, please contact DPD, providing your parcel number or check its status on the parcel tracking website: https://www.dpd.com.pl/Zlokalizuj-paczke

If you are unable to meet the courier at the given times, you can collect the parcel at the nearest DPD point. You will receive all information about this from the courier or on the DPD hotline: (22)5775555. The DPD courier is not obliged to contact the recipient of the parcel by phone.