Warranty and complaints
The warranty
The warranty time starts from the moment the Customer receives our product. As it is in every shop, our pillows come with a two-year warranty.
We are responsible for any manufacturing flaws of the product which will be noticed by the Customer just after receiving the product or during a two-year warranty.
The warranty does not include:
● damages caused by an inappropriate usage;
● mechanical damages;
● damages caused by animals;
● damages caused by an inappropriate cleaning;
● thermal damages (discoloring, losing color);
● losing the softness of the product which is caused by the density of a polyester fiber ball.
The Customer complaints
The Customer complaint is based on sending the product to our company with its wrapping, the copy of the invoice, a complaint form with the reason of the complaint and Customer’s contact information. The Customer complaints can be sent by using Polish Post Office or transport companies. Our company deals with the Customer complaints during a period of 14 days starting from the date of receiving the parcel.
Next, the product from the Customer complaint will be submitted to the expert evaluation. If the Customer complaint is accepted, our company will send a repaired or an exchanged product to the Customer or will give the money back and it means our company will transfer the money to the Customer’s bank account. The choice belongs to the Customer.
Delivering the complaints by the Customer
If the Customer wants to complain about the product which was bought by sending this product using Polish Post Office or transport companies, we ask for sending the parcel to the given address:
Pillovely.com
ul. Zawale 16
34-123 Chocznia
Polska
The Customer is asked for adding a complaint form, which is correctly filled in. A complaint form can be downloaded below. If the Customer does not send a complaint form, the Customer complaint will not be submitted to the expert evaluation.
If the Customer complaint is accepted positively, the product will be repaired. If the repair is not possible the Customer has a right to exchange the product or get the money back.
The costs of sending the product to our company can be given back to the Customer only if the customer complaint is accepted positively. Our company gives back the money to the Customer only for sending the parcel by using postal services. When the Customers send the product to our company, the address of our company with Pillovely.com should be written on the parcel. The Customers do not have to write the name and surname of any of our employees on the parcel. Every Customer complaint is submitted to the expert evaluation without any extension. Our company always informs the Customers about the results of the expert evaluation of the product.
In case the customer complaint is accepted positively, the costs of sending the product as the customer complaint to our company will be given back to the Customer, when the Customer sends the costs’ confirmation of sending the product to our company.
The Customer is asked not to send the Customer complaint as COD – paying by cash on delivery the parcel. This kind of parcels will not be taken back by our company.
Sending back the product – the right to withdraw from a contract
If a product was bought in our online shop, the Customer can give the pillow back within 14 days from the date of receiving the parcel. Sending back the product is based on sending back the pillow using Polish Post Office or transport companies to the Customer complaints’ address. Sending back the product is only possible when the product is in uptapped condition – unused, originally packed with the full content.
Our company guarantees the return of the worth of the product by transferring the money to the Customer’s bank account. Our company does not give back the money to the Customer for sending back the product. If the Customers want to use the right to withdraw from a contract, they need to inform the seller about their decision about withdrawing from a contract. It should be done by writing and sending a declaration ( e.g by letter, fax or e-mail ) to bok@pillovely.com with the topic of the message ” Sending back the product”.