Returns and Complaints

Filing a complaint

To file a claim, follow the steps below:

1. Completing the claim form (available at the very bottom of the PDF download) 
   Download and complete the claim form available on our website. This document should contain the following details:

   • Name or company name.

   • Email or mailing address.

   • Phone number.

   • Product name.

   • The reason for the complaint.

   • Date of purchase.

2. Preparation of shipment: 
   Include the completed claim form, a copy of the invoice and all accessories included with the product in the claim shipment. Please make sure that the product is properly packed to avoid damage during transportation.

3. Send 
   back 
   the 
   product: 
   send the product to the address given in the complaint form: 
   Stalflex Sp. z o.o.
   134A Piaskowa Street
   97-200 Tomaszów Mazowiecki

Upon receipt of the shipment, we will proceed to process the complaint within 14 business days. If the complaint is accepted, we will repair the product, replace it with a new one or refund the full purchase price.

Right of withdrawal from a contract concluded at a distance

A consumer who has concluded a remote contract has the right to withdraw from the contract without giving any reason within 14 calendar days from the date of receipt of the product. In order to withdraw from the contract:

1. Withdrawal statement: 
   Fill out the withdrawal form available on our website. You can also make a statement in any form by sending it to our e-mail address: bok@stalflex.pl. To meet the deadline, it is sufficient to send the statement before the expiration of 14 days.

2. Return 
   of goods: 
   Goods should be sent back to the address: 
   Stalflex Sp. z o.o.
   134A Piaskowa Street
   97-200 Tomaszów Mazowiecki
   Please include the withdrawal form and all accessories that came with the product in the package.

The cost of returning the goods shall be borne by the consumer. Returned products must be intact, without signs of use, unless the changes were necessary to determine the nature, characteristics and functioning of the item.

Products covered by the manufacturer's warranty

For products covered by the manufacturer's warranty, such as electronic devices or specialized tools, please contact the manufacturer's technical support department first. This may allow you to solve the problem without having to send the product back for service. Please refer to the warranty card included with the product for contact information and procedure.

Out-of-court ways of dealing with complaints and redress of grievances

The consumer has the right to use out-of-court procedures for handling complaints and pursuing claims, such as mediation or arbitration. Detailed information on these procedures is available on the website of the Office of Competition and Consumer Protection at: https://uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich.php.

If you have any questions or concerns, please contact our Customer Service: bok@stalflex.pl.