Returns and complaints

Returns and withdrawal from the contract

A Customer who is a Consumer or an entrepreneur with Consumer rights has the right to withdraw from a distance sales contract within 14 days without giving any reason, subject to the exceptions described below.

The 14-day period is counted from the day on which the Customer, or a person indicated by the Customer other than the carrier, received the ordered product.

Key information

  • The Customer has 14 days from receiving the product to withdraw from the contract.
  • To meet the deadline, it is sufficient to send the withdrawal statement before the deadline expires.
  • The returned product must be sent back no later than 14 days from the day on which the Customer informed us about withdrawing from the contract.
  • The refund will be made no later than 14 days from receiving the withdrawal statement.
  • We may withhold the refund until we receive the product back or until the Customer provides proof of sending it back, whichever occurs first.
  • The Customer bears the direct cost of returning the product.
  • Free delivery of the original order does not mean free return of the product.
  • For returns sent from outside Poland, the Customer sends the product back at their own cost and arranges the shipment independently.
  • Personalized products, products made to individual order, or products made according to the Customer’s specifications are not subject to return under the right of withdrawal.

Online return form

To withdraw from the contract, you may use the online form:

RETURN FORM / WITHDRAW FROM THE CONTRACT ONLINE

Submitting the online form is equivalent to submitting a withdrawal statement.

Withdrawal forms and return requests are processed during the working hours of the Customer Service Office, i.e. Monday to Friday, 8:00 a.m. to 4:00 p.m.

After receiving the request, we will confirm its receipt to the e-mail address provided by the Customer.

Return through the Apaczka system

The delivery notification sent by the Apaczka shipping system may also include a link through which the Customer can report a return and withdrawal from the purchase.

Requests submitted through the Apaczka system are verified and accepted by us during the working hours of the Customer Service Office, i.e. Monday to Friday, 8:00 a.m. to 4:00 p.m.

Other ways to submit the withdrawal statement

The withdrawal statement may also be sent:

Fabryka Porcelany AS Ćmielów Adam Spała
ul. Sandomierska 243
27-440 Ćmielów
Poland

Using the online form is not mandatory, but it makes the return process easier and faster.

Sending the product back

The returned product should be sent back immediately, no later than within 14 days from the day on which the Customer informed us about withdrawing from the contract.

Return address:

Fabryka Porcelany AS Ćmielów Adam Spała
ul. Sandomierska 243
27-440 Ćmielów
Poland

Please place a clear note on the parcel: RETURN.

For smoother processing, please include the order number and, if possible, a copy of the proof of purchase, for example a receipt or invoice.

Method of returning the product

In the return form, the Customer chooses one of the following methods of returning the product:

  • sending the product back independently at their own cost,
  • requesting courier pickup arranged by the Seller, available only within Poland. The cost of this service is PLN 24.99 and will be deducted from the amount refunded to the Customer,
  • requesting a shipping code for an InPost Parcel Locker generated by the Seller, available only within Poland. The cost of this service is PLN 21.99 and will be deducted from the amount refunded to the Customer.

If the Customer sends the product back independently, the Customer bears the direct cost of shipment.

If the Customer chooses courier pickup or an InPost Parcel Locker shipping code, the refunded amount will be reduced by the cost of the selected service.

Courier pickup arranged by the Seller and InPost Parcel Locker return codes are available only for returns sent from Poland.

In the case of returns sent from outside Poland, the Customer sends the product back at their own cost and arranges the shipment independently. In such cases, the Seller does not arrange courier pickup and does not generate return shipping labels, courier pickup orders or parcel locker codes.

If the original delivery of the order was free of charge, this does not mean that sending the product back in the case of withdrawal from the contract is also free of charge. The Customer bears the direct cost of returning the product, unless the Seller expressly decides otherwise.

Safe packaging of the returned product

Due to the delicate nature of porcelain, please secure the product very carefully for transport.

The product should be returned in a way that limits the risk of damage during shipping. It is best to use the original packaging and additional protective materials.

The Customer is responsible for any reduction in the value of the product resulting from handling it in a way that goes beyond what is necessary to establish the nature, features and functioning of the product.

Refund

In the event of an effective withdrawal from the contract, the contract is considered not to have been concluded.

The refund will be made immediately, no later than within 14 days from the date of receiving the withdrawal statement. However, we may withhold the refund until we receive the returned product or until the Customer provides proof of sending it back, whichever occurs first.

The refund will be made using the same payment method that the Customer used for the original transaction, unless the Customer expressly agrees to another refund method that does not involve any additional costs for them.

The refund includes the payment for the product and the cost of the least expensive standard delivery method offered by the Seller, if such a cost was paid by the Customer.

If the Customer selected a delivery method more expensive than the least expensive standard delivery method offered by the Seller, the difference in cost is not refundable.

If the original delivery of the order was free of charge, the refund includes the price of the returned product. Free delivery of the order to the Customer does not mean that the cost of sending the product back to the Seller is also free of charge.

If the Customer chooses courier pickup arranged by the Seller or an InPost Parcel Locker shipping code generated by the Seller, the refunded amount will be reduced by the cost of the selected service:

  • courier pickup, available only within Poland: PLN 24.99,
  • InPost Parcel Locker shipping code, available only within Poland: PLN 21.99.

Products that cannot be returned

The right to withdraw from a distance contract does not apply in particular to non-prefabricated products made according to the Customer’s specifications or intended to satisfy the Customer’s individual needs.

This applies, among others, to:

  • products with a handwritten dedication,
  • products with graphics made to order,
  • products with modified or individually selected decoration,
  • products with a logo, monogram, inscription or other personalization,
  • products made to the Customer’s individual order.

The right to withdraw from the contract also does not apply in other cases provided for by applicable law.

Withdrawal form to be sent by e-mail

Text to copy and send by e-mail

Instead of using the online form, you may copy the text below into an e-mail message and fill in the required details.

E-mail address: zamowienia@cmielow.com.pl
Message subject: Withdrawal from the contract / order return

Statement

I hereby inform you that, pursuant to Article 27 of the Act of 30 May 2014 on Consumer Rights, I withdraw from the distance sales contract.

I acknowledge that, pursuant to Article 34 section 2 of the Act of 30 May 2014 on Consumer Rights, I bear the direct cost of returning the product, unless the Seller expressly agrees to bear this cost.

Customer details

  • Full name / company name:
  • Address:
  • Phone:
  • E-mail:
  • Order / transaction number:
  • Receipt or invoice number and date:
  • Name of the returned product:
  • Date of receiving the product:

I choose the following method of returning the product:

  • I will send the product back independently at my own cost.
  • I request courier pickup arranged by the Seller, available only within Poland. I acknowledge that the cost of this service will be deducted from the amount refunded to me: PLN 24.99.
  • I request an InPost Parcel Locker shipping code generated by the Seller, available only within Poland. I acknowledge that the cost of shipment will be deducted from the amount refunded to me: PLN 21.99.

In the case of returns sent from outside Poland, I acknowledge that I send the product back at my own cost and arrange the shipment independently. I also acknowledge that the Seller does not arrange courier pickup and does not generate return shipping labels, courier pickup orders or parcel locker codes for returns sent from outside Poland.

Refund details, if the refund is not to be made using the original payment method

  • Full name / recipient name:
  • Address:
  • Bank name:
  • Bank account number:
  • Amount:

In case of any questions, please contact us:

phone: +48 15 861 20 21 ext. 21
e-mail: zamowienia@cmielow.com.pl

Complaints

We make every effort to ensure that all products are carefully made, checked and safely packed. However, if the product received is not in conformity with the contract, is damaged or raises quality concerns, the Customer has the right to submit a complaint.

Complaints submitted by Consumers and entrepreneurs with Consumer rights are handled in accordance with the provisions of the Act of 30 May 2014 on Consumer Rights, in particular the provisions concerning the non-conformity of goods with the contract.

In other cases, where applicable, complaints are handled in accordance with the provisions of the Civil Code concerning statutory warranty for defects.

Key information

  • A complaint may concern a product that is not in conformity with the contract, has a defect or was damaged before delivery to the Customer.

  • A complaint may be submitted in any form, but for faster processing we kindly ask you to contact us by e-mail or use the complaint form.

  • The complaint notification should include a brief description of the issue and 1-2 photos showing the condition of the product.

  • Due to the need for reliable verification of the complaint, we require the product to be returned if the assessment of the complaint requires inspection of the item.

  • We begin clarifying the cause of damage, cracking or a technological defect after receiving the product.

  • It is not always possible to determine the cause of damage based on photos alone, especially in the case of porcelain, where a defect may concern the structure, body or walls of the product.

  • We respond to complaints promptly, no later than within 14 days of receiving them.

  • If the complaint is accepted, the Consumer does not bear the costs of repair, replacement or return of the complained product.

  • A complaint does not cover damage that occurred after delivery of the product if it resulted from improper use, dropping, impact, breakage, improper washing or the use of strong detergents.

  • Porcelain hand-painted with gold, platinum or ceramic paints, as well as products with a handwritten dedication, must be washed by hand.

How to submit a complaint

A complaint may be submitted:

Fabryka Porcelany AS Ćmielów Adam Spała
ul. Sandomierska 243
27-440 Ćmielów
Poland

In the complaint, please provide:

  • full name or company name,

  • correspondence address,

  • phone number,

  • e-mail address,

  • order or transaction number,

  • receipt or invoice number and date, if available,

  • name of the complained product,

  • date of receiving the product,

  • a brief description of the non-conformity, defect or damage,

  • 1-2 photos showing the condition of the product,

  • photos of the packaging if the complaint concerns damage in transport,

  • the expected way of resolving the complaint.

For smoother processing, please include proof of purchase or a copy of it, for example a receipt, invoice, payment confirmation or order number. The absence of a receipt does not exclude the possibility of submitting a complaint if the purchase can be confirmed in another way.

Returning the product for verification

Due to the need to properly examine the complaint and assess the actual condition of the porcelain, we may ask the Customer to return the complained product.

In cases requiring technological assessment, verification of a crack, chip, damage to the glaze or decoration, or a possible hidden defect, the full assessment of the complaint may require inspection of the product after it has been received by the Seller.

It is not always possible to clearly determine the cause of damage based on photos alone. This applies in particular to porcelain products, where possible hidden defects may be located in the structure of the material or in the walls of the product.

Due to the possibility of digital modification of photos, including the use of AI tools, photos sent by the Customer are treated as supporting material for the initial verification of the complaint. The final assessment of whether the complaint is justified may require inspection of the actual product.

Products returned as part of the complaint procedure should be sent only after prior contact with the Customer Service Office and after agreeing on the procedure.

Complaint return address:

Fabryka Porcelany AS Ćmielów Adam Spała
ul. Sandomierska 243
27-440 Ćmielów
Poland

Please place a clear note on the parcel: COMPLAINT.

Complaint concerning damage in transport

If the product arrived damaged, please report this immediately, preferably within 2-3 business days from the date of delivery. A prompt report of transport damage helps us verify the case and pursue claims against the carrier.

In the notification, please send photos of:

  • the damaged product,

  • the outer packaging,

  • the filling and protection inside the parcel,

  • the shipping label.

Please keep the packaging, filling and damaged product until the complaint procedure is completed or until further information is received from the Customer Service Office.

Complaint assessment

We assess complaints promptly, no later than within 14 days of receiving them.

If returning the product is necessary for reliable assessment of the complaint, we will inform the Customer about the next steps and the method of sending the product for verification.

If the complaint is accepted, the product will be, in accordance with applicable law and technological possibilities:

  • repaired,

  • replaced with a product free from defects,

  • or another solution provided for by law will be applied, for example a price reduction or refund, if repair or replacement is not possible.

Costs in the case of an accepted complaint

In the case of an accepted complaint, the Consumer does not bear the costs of bringing the product into conformity with the contract.

This applies in particular to the costs of:

  • returning the complained product,

  • repair,

  • replacement,

  • resending the product to the Customer.

If the complaint proves unjustified, we will contact the Customer to agree on the further course of action regarding the product.

When a complaint may not be accepted

A complaint may not be accepted if the defect, damage or change in the appearance of the product occurred after delivery to the Customer and resulted from circumstances for which the Seller is not responsible.

This applies in particular if the product:

  • was dropped, hit, broken, chipped or mechanically damaged after delivery,

  • was damaged as a result of improper use,

  • was washed in a dishwasher, even though the nature of the product or decoration does not allow it,

  • was cleaned with strong detergents, caustic, bleaching, abrasive or other agents that may damage the glaze, decoration, gilding, platinum decoration or hand-painting,

  • was intensively scrubbed with a sharp sponge, wire scrubber or abrasive agent,

  • was used contrary to its intended purpose or contrary to the care instructions for porcelain.

Damage to the product caused by impact, dropping or breakage after delivery does not constitute non-conformity of the goods with the contract, unless it resulted from a defect in the product existing at the time it was delivered to the Customer.

Gilded, platinum-decorated, hand-painted and decorated porcelain

Porcelain hand-painted with gold, platinum or ceramic paints, as well as products with handwritten dedications, require careful use and hand washing.

Such products should not be washed in a dishwasher. Strong detergents, abrasive, caustic or bleaching agents, and sharp sponges should also not be used, as they may damage the glaze, decoration, gilding, platinum decoration or hand-painting.

Products decorated with ceramic decal, which do not contain gold or platinum decoration, may be washed in a dishwasher on delicate programmes, unless otherwise indicated for a given product. We recommend using mild detergents and lower-temperature programmes.

Removal of gilding or platinum decoration, rubbing off the decoration or damage to the glaze caused by washing in a dishwasher, using strong detergents or improper cleaning does not constitute grounds for accepting a complaint if it results from improper use of the product.

In the case of used porcelain, especially porcelain that has come into contact with food, drinks, detergents or a dishwasher, it is generally not possible to re-gild, repaint and fire the product again as part of a complaint. Re-firing used porcelain involves a very high risk of cracking or permanent damage to the product.

Product complaint form

Instead of describing the complaint in an e-mail, you may copy and complete the form below.

Customer details:

  • Full name / company name:

  • Address:

  • Phone:

  • E-mail:

  • Order / transaction number:

  • Receipt or invoice number and date:

  • Name of the complained product:

  • Date of receiving the product:

  • Reason for complaint / brief description of the non-conformity, defect or damage:

  • Has the product been used:

  • Has the product been washed in a dishwasher:

  • Has the product been cleaned with detergents or abrasive agents:

  • Has the product been mechanically damaged, dropped or hit:

  • Expected way of resolving the complaint:

In the case of a complaint concerning damage in transport, please attach photos of the product, packaging, parcel protection and shipping label.

In case of any questions, please contact us:

phone: +48 15 861 20 21 ext. 21
e-mail: zamowienia@cmielow.com.pl