Returns and complaints

We want shopping at Filmfy to be safe and straightforward. This page explains how to return an item or make a complaint. Contact us by phone or email if you need help.

1. Right to withdraw from the contract - 14 days

If you are a consumer, you may withdraw from the contract within 14 days of receiving the goods, without giving a reason. To meet the deadline, simply send your declaration of withdrawal before its expiry.

This right applies in full to standard (catalogue) products: all ready-made sizes available in the shop catalogue at the time of purchase, in every available thickness and finish. Classification depends on whether the item was selected from the catalogue, not on its numeric dimensions. Section 5 applies only to goods made to parameters supplied by you.

2. How to report a return

To exercise the right of withdrawal:

1. tell us clearly that you wish to withdraw by email at sales@filmfy.eu or by phone at +48 45 104 05 40 (Mon–Fri 8:00–18:00 (CET)),
2. provide the order number; refunds normally return to the original online payment method,
3. send the goods to: ul. Widawska 5/21, 01-494 Warszawa— immediately, no later than within 14 days from the date of withdrawal.

Please pack the mat in a way that protects it against damage during transport (preferably rolled up, in the original packaging). The goods cannot show any signs of use beyond simple inspection of the product.

3. Refund

We refund the amount dueimmediately, no later than within 14 daysfrom the date of receipt of your declaration of withdrawal from the contract. In practice, we usually process the return much faster - usually within a few business days of receiving the shipment.

According to the regulations we canrefrain from refunding the paymentuntil we receive the goods back or until you provide us with proof of sending them back - whichever occurs first. Sending us your return tracking number will speed up your payment.

We reimburse the same payment method used for the purchase unless we expressly agree otherwise. Stripe and PayPal refunds return through the original provider without an additional fee from us. We reimburse the product price and the cost of the least expensive standard delivery method we offered for the order.

4. Return costs

• the direct cost of returning the goods to the Seller is borne by the Customer - choosing a cheaper, tracked shipment allows you to reduce this cost,
• If when ordering you have chosen a more expensive form of delivery than the cheapest available, we will not refund the difference above the cost of the cheapest option,
• in the event of a return due to non-compliance of the goods with the contract or an error on our side - we cover the shipping costs.

5. Individual product - no statutory right of withdrawal

Under Article 38(1)(3) of the Polish Consumer Rights Act, the statutory right of withdrawal does not apply to non-prefabricated goods made to the consumer's specifications or intended to meet individual needs.

In this shop, the exception covers made-to-specification products, meaning products made to parameters provided by you: width, length, diameter, shape, corner radius or edge finishing. The qualification is determined by the way the item is created, not the numbers in dimensions: the item selected from the catalog remains a standard product, and the item configured by you is an individual product and is created for a specific order.

• Exclusiondoes not apply to standard products, i.e. ready-made sizes available in the Store's catalog at the time of purchase. You have themfull 14 days to withdrawon the general principles described above, regardless of the fact that they are physically cut from a roll.
• Exclusiondoes not limitYour rights in the event of non-compliance of the goods with the contract - a defective or inconsistent product with the order, also individually made, can always be complained about (see point 7).
• Exclusiondoes not apply to customers who did not receive the required withdrawal information. If we failed to provide it, the withdrawal period is extended and expires 12 months after the original 14-day period ends.

If you have any doubts about the size or thickness before purchasing, please contact us - we will be happy to advise you before the order is processed.

Voluntary return of an individual product

Despite the lack of a statutory right to withdraw from the contract, we allow you to voluntarily return a properly made individual product within 14 days from the date of its receipt. The process of reporting is the same as a regular return - we described it in point 2.

For a voluntary return of a correctly made custom product, we refund 75% of the price of the returned product. The remaining 25% of the price of this productis not refundable under this voluntary policy. The direct cost of returning the product to us is borne by the customer.

This rule applies only to individual items. If you have a catalog product and an individual product in one order, each item is settled separately - the catalog product on the statutory terms described in points 1-4, without any deductions.

The voluntary returns policy for individual products does not limit your statutory rights in the event of non-compliance of the goods with the contract.

If the product is not in conformity with the contract, was not manufactured in accordance with the order placed correctly or has a defect, the matter will be considered in accordance with the statutory complaint rules in point 7 - without deduction of 25% and without charging you with the cost of returning it.

6. Sample contract withdrawal form

The template below corresponds to Annex 2 to the Consumer Rights Act. Taking advantage of itis not mandatory- withdrawal can be submitted in any clear form: by e-mail tosales@filmfy.eu, by phone at+48 45 104 05 40(Mon–Fri 8:00–18:00 (CET)) or by post to the Seller's address. The form can also be completed and sent as an e-mail - a signature is only required in the paper version.

(this form should be completed and returned only if you wish to withdraw from the contract)

• Addressee:JDG „Wasz Stół",ul. Widawska 5/21, 01-494 Warszawa, e-mail:sales@filmfy.eu, tel.+48 45 104 05 40
• Statement:I/We(*) hereby inform(*) about my/our(*) withdrawal from the contract for the sale of the following goods(*) / for the provision of the following service(*): ………………………………………………………………………
• Date of conclusion of the contract(*) / receipt(*):…………………………………………
• Order number:…………………………………………
• Name and surname of consumer(s):…………………………………………
• Consumer(s) address:…………………………………………
• Bank account number for refund:…………………………………………
• Signature of consumer(s):………………………………………… (only if the form is sent in paper version)
• Date:…………………………………………

(*) Delete as appropriate.

7. Complaints - non-compliance of the goods with the contract

We are obliged to deliver goods in accordance with the contract. We are liable to the Consumer on the basis ofChapter 5a of the Consumer Rights Act (Articles 43a–43g)— these regulations are effective from January 1, 2023 and have replaced the warranty for defects under the Civil Code in relations with consumers.

If the product received is inconsistent with the contract, please submit a complaint:

1. describe the problem and send your report by e-mail tosales@filmfy.euor call the number+48 45 104 05 40,
2. include the order number and, if possible, photos of the discrepancies,
3. indicate your preferred way of handling the matter - repair or replacement of the goods.

What can you request and in what order?

• Step one - repair or replace.If the goods do not comply with the contract, you may request their repair or replacement. The choice is yours; we can only offer the opposite solution if the method you choose is impossible or would require excessive costs. We will repair or replace within a reasonable time and without undue inconvenience andat our expense- including the cost of returning the goods.
• Step two - price reduction or withdrawal from the contract.You may make such a declaration if we have refused or failed to perform repairs or replacements, the non-conformity persists despite our attempts to remedy it, the repair or replacement would involve undue inconvenience to you, or we have stated that we will not bring the goods into conformity with the contract within a reasonable time.
• Material nonconformity - immediate price reduction or withdrawal.If the non-compliance of the goods with the contract is significant, you may immediately demand a price reduction or withdraw from the contract, without first demanding repair or replacement. The contract cannot be withdrawn if the inconsistency is immaterial - and it is presumed to be material.

Terms worth knowing about

• 2 years of liability— we are responsible for non-compliance of the goods with the contract existing at the time of delivery and disclosed within 2 years from the date of delivery of the goods.
• Two-year presumption — nonconformity discovered during this period is presumed to have existed on delivery. The Seller must prove otherwise; the consumer does not have to establish when it arose.
• 6 years to pursue claims— claims for non-compliance of the goods with the contract expire under the general principles of the Civil Code, after 6 years.
• 14 days for our response— we will respond to the complaint within 14 days of receiving it.Lack of response within this period means that the complaint will be acceptedconsidered justified.

We will refund the price in connection with a price reduction or withdrawal from the contract due to non-compliance immediately, no later than14 daysfrom the date of receipt of your declaration. The costs of returning the complained goods are covered by the Seller.

Customers who are not Consumers are entitled to the following rightswarranty for defects under the terms of the Civil Code, to the extent and with the limitations described inTerms and Conditions. The provisions of Chapter 5a of the Consumer Rights Act described above do not cover them.

8. Dispute with the seller - out-of-court assistance

If you do not agree with our position, it is worth using free out-of-court assistance before taking the case to court. We declare our will to resolve the dispute amicably.

• district (municipal) consumer advocate- competent in your place of residence; provides free legal advice and can approach the entrepreneur in your case,
• Provincial Inspectorate of Trade Inspection— conducts proceedings for out-of-court resolution of consumer disputes and permanent consumer arbitration courts,
• UOKiK— information on available procedures and register of authorized entities:polubowne.uokik.gov.pl.

9. Legal basis and related documents

The full sales, withdrawal and complaint rules are in the Terms and Conditions. Information about personal-data processing for returns and complaints is in the Privacy Policy.