Complaints and returns


Returns are processed based on withdrawal from a distance contract signed by Consumer or Natural Person concluding a contract directly related to his/her business activity when the content of this contract shows that it does not have a professional nature for him/her (mainly distant from his/her business activity), as provided on the basis of provisions on the Central Registration and Information of Business.

To return the goods purchased online or through other types of distance selling, follow the procedure below:

1. Complete and send to our company the Returns Form. Statement of Withdrawal can also be written, which should provide the following information: full name, address, purchase order number, bank details (to which the money should be returned). 

2. Proof of purchase should be provided when possible. 

3. The goods should be sent within 14 days of submitting the Statement of Withdrawal. All returned items must be unused and in their original condition.

4. Secure the goods for transport. 

Customers have the right to cancel and return their orders within 14 days of delivery, for any reason and without justification.


To process your complaint promptly:

  1. Check the goods in the presence of a courier. 

  2. Write the Damage Report, if the parcel is damaged.

  3. Send the Complaint Notification via e-mail:

  4. Attach photos of faulty or damaged goods.  

How to submit a complaint?

To streamline the process, all complaints should be submitted via the Complaint Panel. You should log in to your Panel and choose ‘Complaints’ from Menu. The system will ask for the order number and the reason for the complaint. 

To submit a complaint without registering, please send a complaint via e-mail:

Please note that complaints are not accepted in the following cases:

- any changes in the structure, quality, or quantity of the purchased goods

- incorrect installation of the purchased products

- misused products 

- mechanical damage caused by Customers

Please post all returns to the following address:

Rustykalne Uchwyty 

Reklamacje i Zwroty / Returns

Kotlice 103

26-020 Chmielnik

Complaints are processed within 14 days of submission. Customers will be notified about the results of the process via e-mail.