Returns and complaints

Withdrawal from a distance contract.

Consumer (purchase for purposes unrelated to business or professional activity), in accordance with the wording of Article 27 Act of May 30, 2014 on consumer rights (Journal of Laws of June 24, 2014, item 827, as amended) may withdraw from a distance contract within 14 days without giving any reason and without incurring any costs, except for the costs specified in the Act.
Withdrawal from the contract by the Customer is not possible in the case of purchasing goods with the properties specified by the Customer in the order placed by him - these are goods imported to a special order or cut to the Customer's dimensions (e.g. carpets, imported from the manufacturer, rugs, carpets carpet and elastic).

The right to withdraw from the contract may be exercised in the following way:

  • submitting a written declaration of withdrawal from the contract, a template of which is attached to these Regulations, and delivering it together with the returned goods to the stationary store
  • submitting a written declaration of withdrawal from the contract and sending it together with the returned goods and the note "Return of order" to the Seller's address or to the nearest KOMFORT store.
The returned goods should be properly secured during transport, must not show any traces of use or damage, and should be returned together with complete equipment and accessories as well as documentation issued at the time of its sale and have the original tags.

The costs of returning the goods are borne by the customer. The Seller does not accept returns sent "cash on delivery". In the event of withdrawal from the contract, the Customer receives a refund of the price paid and the cheapest method of sending the goods to the Customer proposed by the Seller. The price is refunded to the bank account indicated by the Customer within 14 days from the date of receipt by the Seller of the declaration of withdrawal from the contract and delivery of the goods returned by the Customer.

The customer returns the returned product to any KOMFORT store or sends it to the following address: 

Sklepy Komfort S.A.
ul. Smolice 1N
95-010 Stryków

The basis for compensation is a document or other proof of sale (VAT invoice).

ATTENTION! The colors of product photos posted on the Store's website may differ from the actual colors depending on the monitor settings used by the Customer.

Complaint procedure

In the event of defects in the goods, the customer has the right to file a complaint. In order to submit a complaint, the Customer completes the complaint form and submits it in electronic form or in writing to the Seller's address with the note "Order complaint".
In the event of mechanical damage during transport, the Buyer is obliged to attach a scan of the complaint/damage form completed in the presence of and signed by the representative of the courier company that delivered the parcel.

A complaint may be filed by completing the complaint form and delivering it together with the complained goods and the note "Order complaint" to the address of the Seller (or to any KOMFORT store).
The complained goods should be properly secured in time. transport and should be accompanied by proof of purchase (receipt, VAT invoice, bank statement from the Customer's account).

The Seller shall consider complaints within 14 (fourteen) days counted from the date of receipt by the Seller of a correctly submitted complaint, and this deadline is counted only from the moment of complete submission of the complaint, which also means the date of delivery of the damaged goods by the Buyer to the address indicated by the Seller.
If the complaint is not accepted, the Seller will return the goods to the Customer along with a written justification for the negative decision regarding the complaint.

If the Seller accepts a complaint regarding a defect in the goods, the Seller, at the Customer's option, will repair the goods free of charge or deliver a new, non-defective copy of the goods. If repair or delivery of new, non-defective goods is not possible, the Seller will reduce the price of the goods or refund the entire price paid by the Customer. If the Seller accepts the complaint, the Customer is entitled to a refund of the costs incurred in delivering the complained goods to the Seller.

The consumer may use out-of-court methods of dealing with complaints and pursuing claims. In order to take advantage of the possibility of amicable resolution of disputes regarding online purchases, the Consumer may submit a complaint, e.g. via the EU ODR online platform, available at:

Do you have questions?

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