You can submit a complaint here
§ 1. In the event of an actual defect, the goods will be replaced by Alumaster Polska Sp. z o.o. (“seller”) for a full-value product
§ 2. z o.o. (“seller”) for a full-value product The Buyer must notify Alumaster Polska Sp. of the defect. within 7 days from the date of receiving the goods. Exceeding this deadline will result in the loss of the Buyer’s rights.
§ 3. Subject to the provisions set out in § 4, the seller shall consider the submitted case without delay, but no later than within 21 calendar days from the date of receiving the defect report/Complaint.
§ 4. In particularly complex matters requiring the cooperation of several substantively or locally competent organizational units of Alumaster Polska Sp. or when there is a need to:
1) obtain additional information from third parties, in particular from the product manufacturer or the logistics company,
2) obtain additional explanations or documents, including technical data,
3) perform veryfication or obtain detailed data or conduct explanatory proceeding such as an inspection
4) forward the complaint to an external entity associated with the product,
it is permissible to extend the complaint review period, but in any case not longer than 45 calendar days.
§ 5. In the situation described in § 4, the buyer shall be informed—before the expiry of the 21-day period for reviewing the case—of the reason for extending the complaint review period, the expected date of providing a response (which may not exceed 45 days), as well as the matters that need to be clarified during the extended period.
§ 6. The buyer is obliged to deliver the claimed goods to the seller, along with all additional data necessary to resolve the complaint, within 7 calendar days from the moment a request is sent by a representative of Alumaster Polska Sp. z o.o. Failure to provide the requested information within 7 days may extend the complaint review period specified in § 3 or result in the rejection of the buyer’s claim.
§ 7. The complaint process generally provides for the replacement of defective goods with new, non-defective goods within the scope covered by the complaint, or with other goods of equivalent value, or more expensive goods with the buyer’s consent and payment of the price difference. In situations resulting from technical or logistical reasons (e.g., product unavailability), a refund for the claimed goods or a repair (if possible) is permissible.
§ 8. The manner in which the complaint is resolved will depend on the available options (e.g., product availability) and the discretion of Alumaster Polska Sp. z o.o., unless the parties agree otherwise.
§ 9. If a refund is issued for defective goods, the buyer will receive an amount equal to the price paid for the defective goods, regardless of whether the price of the goods has increased or decreased since the date of purchase.
§ 10. The customer will be informed of the complaint decision electronically, using the e-mail address provided in the complaint submission. For complaint-related matters, the parties accept communication via e-mail.
§ 11. Complaints do not apply to:
1) defects caused by improper installation or improper use,
2) defects caused by improper storage of goods (see: GOODS STORAGE INSTRUCTIONS – files available for download),
3) mechanical damage to the goods, 4) defects arising during transport for which the carrier is responsible (unless a damage report is prepared).
§ 12. Complaints must be submitted using the complaint form available on the website www.alumaster.pl and on the B2B platform.
§ 13. Goods subject to a complaint should be delivered directly to Alumaster Polska Sp. z o.o. at the following address: 87-100 Toruń, ul. Towarowa 7, unless the parties agree otherwise and the seller undertakes to collect the claimed goods from the premises of the company submitting the complaint, located within the territory of the Republic of Poland.
§ 14. In the case of an unfounded complaint or a complaint rejected pursuant to § 11, the transport costs shall be charged to the party submitting the complaint.
§ 15. Submitting a complaint by the buyer is deemed equivalent to the buyer’s acceptance of this complaints policy.
