Returns and Complaints

Complaint Form

Would you like to submit a complaint? Fill out this short form so that we can quickly review your case. You will receive a confirmation to your e-mail immediately after submitting the form.

Return of an online purchase – 14 days

A Consumer, and in cases provided for by law also a business customer with consumer rights, may withdraw from a contract concluded online without giving any reason within 14 days.

To meet the deadline, it is sufficient to send us a clear statement of withdrawal before the deadline expires.

You can do this:

by email to meblenamax.com@gmail.com;
by post to: MEBLENAMAX Sp. z o.o., ul. Powstańców 66, 31-670 Kraków;
by using the “Withdrawal from the Contract Form” page;
or by using the “Withdraw from the Contract Here” option available in the store footer.

Using our form is not mandatory – any clear statement of withdrawal from the contract is sufficient.

Withdrawal from the contract online

The Consumer may also submit a statement of withdrawal from the contract using the “Withdraw from the Contract Here” option available in the store footer.

The online form allows you to select the order and the products to which the withdrawal applies. Providing a reason for the withdrawal is not required.

After submitting the form, the Customer will receive confirmation that the statement has been submitted to the email address provided.

When do we start counting the 14 days?

For a single product, the period starts from the day you receive it.

If products from the same order are delivered separately, in batches, or in parts, the period starts from the day you receive the last product, batch, or part.

Where should you send a returned product?

Return address:

MEBLENAMAX Sp. z o.o.
street Povstancov 66
31-670, Cracow
Poland

After informing us of your withdrawal from the contract, the product should be returned without undue delay and no later than 14 days from the date of submitting the withdrawal statement.

Who bears the cost of the return?

The Customer bears the direct cost of returning the product unless otherwise agreed.

For furniture that, due to its weight or size, cannot be returned by regular postal service, we provide information about the estimated direct cost of the return before purchase.

If you need help arranging the return transport of a large piece of furniture, please contact us — we will do our best to offer a convenient solution.

In what condition can a product be returned?

The product may be unpacked and inspected to the extent necessary to determine its nature, characteristics, and functioning.

The Customer is only responsible for any reduction in the product's value resulting from use beyond what is necessary for such an inspection.

The original packaging is not required to exercise the right to withdraw from the contract. However, we ask you to properly protect the furniture during transport to prevent it from being damaged during the return.

Individually made products

The right to withdraw from the contract may not apply to products made according to the Customer's individual specifications or intended to meet their individual needs, in accordance with applicable legal provisions.

Simply choosing a standard colour, size, or variant available in our regular product range does not automatically mean that the product is individually made.

Refund

After a valid withdrawal from the contract, we will refund all payments received from the Customer, including the cost of the cheapest standard delivery method offered for the relevant order.

The refund will be made no later than 14 days from the date we receive information about the withdrawal from the contract.

We may withhold the refund until we receive the returned product or proof that it has been sent back, whichever occurs first.

The refund will be made using the same payment method used for the purchase, unless the Customer expressly agrees to a different method that does not result in any additional costs for them.

Product complaint

If the received product does not conform to the contract, the Consumer may exercise their statutory rights against MEBLENAMAX as the Seller.

The Seller is generally liable for a lack of conformity of the product with the contract that becomes apparent within 2 years from the delivery of the product.

In the first instance, the Consumer may request:

- repair of the product, or
- replacement of the product with one that conforms to the contract.

In cases provided for by law, the Consumer may also request a price reduction or withdraw from the contract.

The repair or replacement will be carried out within a reasonable time and without causing excessive inconvenience to the Customer.

The costs necessary to bring the product into conformity with the contract, including the necessary costs of transport, materials, and labour, shall be borne by the Seller in accordance with applicable law.

How to submit a complaint?

The easiest way is to email us at:

meblenamax.com@gmail.com

To help us assist you more quickly, please provide:

- the order number;
- the product name;
- the SKU or EAN, if available;
- a brief description of the problem;
- information about the solution you expect;
- photos or a short video, if they clearly show the problem.

Photos and videos can help us assess the situation more quickly, but their absence does not automatically mean that the complaint will be rejected.

A receipt is not the only possible proof of purchase.

Damage during transport

If you notice damage to the packaging or the product upon delivery, we recommend taking photos and, if possible, preparing a damage report together with the courier.

The damage report and photos help us determine more quickly what happened during transport.

The absence of a damage report does not deprive the Consumer of the right to submit a complaint.

Time limit for responding to a complaint

We will respond to the Consumer's complaint within 14 days of receiving it, on paper or another durable medium.

24-month warranty

If a product includes information about a 24-month MEBLENAMAX warranty, the product is additionally covered by the terms and conditions of our warranty.

The warranty is an additional right and does not limit or exclude the Consumer's statutory rights against the Seller arising from a lack of conformity of the goods with the contract.

Contact regarding returns and complaints

MEBLENAMAX Sp. z o.o.

Correspondence, returns and complaints address:
street Povstancov 66
31-670, Cracow
Poland

Email: meblenamax.com@gmail.com
Phone: +48 533 666 755