Complaint Procedure

This Complaint Procedure outlines the rules and timeframes for submitting and processing complaints at Toptextil Sp. z o.o. (hereinafter referred to as "Toptextil").

General Information

We are committed to providing fabrics of the highest quality. If, however, you believe that the purchased product is defective, we have established a transparent complaint procedure to ensure that every case is handled efficiently and fairly.

Please note the following:

complaints may only be submitted by Customers who purchased the product directly from Toptextil,
if the purchase was made through a furniture manufacturer or distributor, the complaint must be submitted via the direct purchaser,
the completed complaint form should be sent to reklamacje@toptextil.pl,
when submitting a complaint regarding fabric used on finished furniture, documents confirming the sale of the fabric/furniture throughout the distribution chain must be provided,
the complaint procedure begins once the completed complaint form and all required documentation have been received.

Conditions for Complaint Acceptance

Toptextil is liable for physical defects of the product under the statutory warranty, provided that the fabric or furniture has been used in accordance with its intended purpose and the manufacturer's recommendations.

When assessing a complaint, the following factors are taken into consideration:

proper use of the fabric or upholstered furniture,
appropriate care, maintenance and cleaning of the fabric,
proper transportation and storage of the fabric or furniture,
correct application of the fabric on the furniture,
the condition of the product and the circumstances in which the reported defect occurred.

The statutory warranty period is 24 months from the date the product is delivered to the Buyer.

Complaint Handling Process

inspect the goods upon delivery and do not accept any shipment showing signs of transport damage,
if transport damage is identified, prepare a damage report with the carrier and notify Toptextil immediately,
to enable the complaint to be assessed, the defective fabric must be provided for inspection or, where this is not possible, made available for examination,
all returned products must be properly packed and protected against additional mechanical damage or contamination during transport,
once the complaint has been registered, it will receive a unique reference number, and a response will be provided as soon as possible, no later than 28 days after receipt of all required documentation,
if additional testing or technical assessment is required, the complaint handling period may be extended. In such cases, the Customer will be informed accordingly.