What if the product was damaged during use?

How do I submit a product complaint?

If a product purchased from our store is defective, does not conform to the contract or has been damaged under circumstances that may indicate a product defect, please submit a complaint through our returns and complaints system.

Go to the returns and complaints system 

How do I submit a complaint?

1. Log in to the system – use the email address provided when placing your order.
2. Select the order and product – indicate which product the complaint concerns.
3. Describe the problem – explain the defect or damage, when you first noticed it and the circumstances in which it occurred.
4. Add photographs – attach clear photographs showing the entire product and the affected area. Where relevant, also include photographs of the packaging, label or mounting components.
5. Submit the complaint – after sending the form, you will receive confirmation that your complaint has been registered.

You do not need to download or complete an additional PDF form when submitting a complaint through the system.

What happens after the complaint is submitted?

We will review the information provided in your complaint. If we require additional photographs, documents or explanations, we will contact you.

If the product needs to be collected or sent for inspection, repair or replacement, we will provide detailed instructions. Please do not send the product back before receiving information from us on how it should be returned.

Response time

We will respond to a consumer complaint within 14 days of receiving it. Our response may include a decision, a request for additional information or instructions on the next steps. This does not necessarily mean that the entire complaint process will be completed within the same period.

How the complaint may be resolved

You may indicate your preferred solution when submitting the complaint. Depending on the legal basis of the complaint, the nature of the problem and the applicable regulations, the available solutions may include repair or replacement and, where provided for by law, a price reduction or termination of the contract.

Having trouble submitting the complaint?

If a technical problem prevents you from using the returns and complaints system, contact us at info@skandynawskieuchwyty.pl. Include your order number and a description of the technical problem. Where possible, please also attach a screenshot.

The procedure described in this article does not restrict any statutory rights available to the customer. Each complaint is assessed individually on the basis of the information provided.