Complaints

COMPLAINTS

Before accepting the shipment, we recommend checking whether it was damaged during transport. In case of visible damage to the packaging, we recommend refusing to accept the shipment and immediately contacting us by phone at: 797-818-888

After confirming receipt, it is possible to open the package in the presence of the courier. In case of any discrepancies, a discrepancy report should be prepared, which constitutes the basis for submitting a complaint.

If the purchased product has manufacturing defects or does not match the description, please follow the procedure below:

• send the complained product along with a written statement containing a detailed description of the defect, the expected form of compensation, return address, and bank account number for a possible refund,
• within 14 days of receiving the shipment, we will inform you about the result of the complaint process via email or phone,
• if the complaint is accepted, within 7 working days from the decision we will provide compensation by repairing the product, replacing it with a new item, or issuing a refund,
• if the complaint is rejected, we will provide justification for the decision and return the product at our expense within 14 working days; in the case of card payment, the refund will be made to the card.

If you have any questions or concerns, please contact us:

• tel.: 797-818-888
• e-mail: shop@kolibry.garden