Summary:

You may report a non-conformity of the Product with the Agreement within 2 years of receiving the Product (or within 3 years in the case of Portugal), with the exception of damage in transit, which must be reported within 7 days of delivery. We will process your complaint within 14 calendar days. We bear all costs associated with the complaints procedure.

7.1. You may submit a complaint in respect of a purchased Product that was not in conformity with the Agreement at the time of delivery, in particular where the Product was:

(a) inconsistent with the final Specification;
	
(b) damaged; or
	
(c) incomplete.

(hereinafter a "Complaint").

You may submit a Complaint within two (2) years of the date of delivery of the Product (or within three (3) years in the case of Portugal). You may do so by email to [email protected] or via the contact form available at https://tylko.com/pl-pl/contact?topic=, providing:

(a) your contact details;
	
(b) your order number or product serial number (the product label is located on the item of furniture);
	
(c) a detailed description of the defect or damage, including the date and circumstances of its discovery; and
	
(d) photographs documenting the defect or damage, including photographs of any damaged packaging with labels.

We will process your Complaint within 14 calendar days of receipt.

Any discrepancy between a ready-made Product and its augmented reality visualisation made available through the Service, where such discrepancy arises from the settings or characteristics of the User's graphics card or monitor, shall not constitute non-conformity within the meaning of point (a) above. Non-conformity of goods with the Agreement does not cover damage or defects attributable to the User. In such cases, you may still submit a report, but you will be required to bear the costs of manufacturing and the delivery of any replacement components.

7.2. Damage caused by the assembly team

If the Product was defectively assembled at the time of delivery as part of the Order, you may submit a Complaint regarding the quality of the assembly service. The assembly service is carried out by us or by an assembly team acting on our behalf. Complaints regarding the quality of the Product assembly service should be reported directly to the assembly team or to us either during or immediately upon completion of assembly. All information required to submit a Complaint, including a description of the complaints procedure, is set out herein. The provisions of Sections 7.4 to 7.11 of these Terms do not apply to Complaints regarding the quality of the Product assembly service.

Should you identify unsatisfactory assembly during the assembly team's visit, please notify a member of the team immediately, identifying all observed defects. You must then submit a formal Complaint by email to [email protected] or via the contact form at https://tylko.com/pl-pl/contact?topic=, indicating that the defect was observed during the assembly team's visit and providing: (a) your contact details;

(b) your order number or product serial number (the product label is located on the item of furniture);
	
(c) a detailed description of the defect or damage, including the date and circumstances of its discovery; and
	
(d) photographs documenting the defect or damage.

We will process your Complaint within 14 calendar days of receipt.

7.3. Damage in transit Please inspect all delivered Products upon receipt. If you observe any damage to the delivery at the time of receipt, you must note this on the delivery confirmation and notify us without undue delay, and in any event no later than 7 days from the date of delivery. Damage reported after this period will not be considered transit damage.

7.4. Where possible, Complaints are assessed based on the information provided in the complaint form or email. Based on the information contained in the Complaint, we may: (a) uphold or reject the Complaint; or

(b) request that you provide additional information or return the Product to an address specified by us for more thorough examination of the defects, or dispatch a service team to conduct an on-site inspection — in which case you should make the Product available under conditions suitable for inspection, servicing, or repair at a time agreed with us or with the service team (applicable in countries where an assembly service team is available) — and thereafter uphold or reject the Complaint.

7.5. Should the Complaint be upheld, we may rectify the defect by replacing the Product (or a component thereof) with a new item or by repairing it. We may decline to carry out a repair or replacement if doing so is impossible or disproportionately costly in comparison with other available means of remedying the defect. In such cases, we will propose alternative means of resolving the reported defect.

7.6. Applies to sofas: Should the Complaint be upheld, we may apply the following remedies:

(a) repair of a subassembly;
	
(b) replacement of a damaged part; or
	
(c) replacement of a module or the entire sofa.

If, during an on-site inspection, the Complaint is upheld and repair on-site is possible, our representative will carry out the repair immediately. If on-site repair is not possible but the defective component can be replaced, reproduction and replacement of the defective or damaged component with a new one will be arranged at a time agreed with you.

Should the Complaint be rejected, you may purchase the relevant components (subassemblies, parts, or modules) at your own cost. In such cases, the costs of transport and processing of the Complaint shall nonetheless be borne by us.

7.7. All costs associated with the processing of a Complaint, including in particular the costs of return or replacement of a Product or any part thereof, shall be borne by us. At your request, we may provide you with appropriate packaging materials for the return shipment.

7.8. You will be notified of our decision regarding your Complaint, including any rejection and the reasons therefore, by email to the address provided during Registration, when placing your Order, or in your Complaint submission.

7.9. In the event of a dispute concerning a Complaint, you have the right to seek resolution through out-of-court dispute settlement mechanisms. In particular, you may refer your case to a mediator or arbitration tribunal by completing the relevant form with the appropriate institution. An indicative list of such institutions and their contact details is available at https://consumer-redress.ec.europa.eu/dispute-resolution-bodies_en?prefLang=pl or www.uokik.gov.pl. You also retain the right to bring formal proceedings before a court of your choosing.

7.10. Product safety We make every effort to ensure the highest standards of quality and safety in our products. However, should you identify any safety concerns relating to our products, you may notify us by emailing [email protected] or by telephone on +44 800 102 6747 (call charges apply in accordance with your operator's tariff).