Returns and complaints

Product return procedure

Since all of our products are made to order, we unfortunately do not offer the possibility of returns. We make every effort to ensure that each product meets your requirements before production.

What you need to know before purchasing:

  • No returns: Custom-made products are tailored specifically to your requirements and therefore are not eligible for return or exchange. Please carefully consider your choices before placing an order.
  • Complaints: If there is damage to the product or other issues not related to an error in order fulfillment, please refer to our complaint procedure outlined below.

Product complaint procedure

If the purchased product is damaged, the customer has the right to file a complaint within 2 days of receiving the package:

1. Damage notification

Report any damage during delivery or as soon as possible after receiving the package by sending an email to: info@cadres.pl.

2. Filing a complaint

In the email, please provide your personal information, order number, a brief description of the problem, and photos of the damaged products.

3. Response

After receiving your complaint, we will inform you of the next steps if necessary.

4. Preparing for shipment

Once the complaint is accepted, you will need to prepare the package for shipping. We will send you a shipping label and arrange for courier pickup.

5. Complaint shipment

The complained products should be sent to the following address: ul. Kortowska 49, 80-178 Gdańsk.

6. Package inspection

Upon receipt, the products will be inspected for quantity and quality.

7. Replacement or repair

In the event of a positive resolution of the complaint, we will decide on the most appropriate form of resolution, considering the nature of the defect. Possible resolutions include:

  • replacing the product with a new, defect-free item, which will be sent to the provided address.
  • repairing the damaged product and sending it back to you after the defects are corrected.

The decision on the form of repair or replacement will depend on the type of defect and the possibility of its correction. All steps are taken with the aim of resolving the issue for the customer as quickly and conveniently as possible. We will keep you informed by email about the process, including the shipping times for the new or repaired product.

Deadlines

  • Filing a complaint: During delivery or immediately after receiving the package.
  • Shipping of complained products: Up to 14 days from the complaint submission.