Returns and Complaints

Returns and Complaints

We make sure the returns and complaints process is as simple and convenient as possible for you. Below you will find all the information you need regarding your rights.

Option to Return Goods Within 14 Days

A Consumer may withdraw from the contract without giving a reason within 14 days of the date of receiving the ordered goods. To exercise the right of withdrawal from the contract, you must inform us of your decision to withdraw from the contract by means of an unambiguous statement (for example, a letter sent by traditional mail or e-mail).

How to withdraw from the contract?

To meet the withdrawal deadline, it is sufficient for you to send information regarding the exercise of your right of withdrawal before the withdrawal period expires.

Return Costs

The cost of returning the goods is borne by the buyer. Due to the size and weight of the goods, in the event of withdrawal from the contract, returning the goods may involve higher costs than a standard postal shipment. Due to the size and weight of the goods, please contact www.cornero.pl customer service to discuss how to return the item.

Exceptions to the Right of Withdrawal

In accordance with Article 38 of the Consumer Rights Act, the right of withdrawal does not apply in the following cases:

  • Goods made to the Consumer's individual order
  • Goods delivered in sealed packaging, which cannot be returned after opening the packaging due to health protection or hygiene reasons, if the packaging was opened after delivery

Special Conditions for Mattresses

This mainly applies to the mattresses offered by our store. Mattresses cannot be returned in the following cases:

  • When they have a specially selected cover
  • When their size has been changed - different from the standard price list
  • When the protective film has been removed from the product

Effects of Withdrawal from the Contract

In the event of withdrawal from this contract, we will refund all payments received from you, including the cost of delivering the item (except for additional costs resulting from your choice of a delivery method other than the cheapest standard delivery method offered by us), promptly, and in any event no later than 14 days from the day on which we were informed of your decision to exercise the right of withdrawal from this contract.

Refund Conditions

  • We will make the refund using the same payment methods that you used in the original transaction, unless you have explicitly agreed to another solution
  • In any case, you will not incur any fees in connection with this refund
  • We may withhold the refund until we have received the item, or until you have supplied proof of having sent it back, whichever event occurs first

Liability for the Condition of the Goods

You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the item resulting from using it in a way other than what was necessary to establish the nature, characteristics, and functioning of the item.

Option to File a Complaint

A customer purchasing goods for a purpose not related to their professional or business activity (a consumer) has the right to file a complaint within 2 years from the date the goods were delivered to them. The customer is obliged to notify the Seller of an identified non-conformity of the goods within one year, counted from the date the defect was identified (Civil Code, Journal of Laws of 2014, item 121, as amended).

For Non-Consumer Customers

For other customers (i.e. those who are not consumers), the time limits arising from the provisions of the Civil Code regarding warranty for physical defects of the sold item apply.

How to File a Complaint?

A complaint may be filed:

A Complaint Notification Should Include:

  • The details of the person or entity filing the complaint (first and last name or full name, contact details)
  • An indication of the reasons for the complaint (including a precise description of the identified defects and the dates they were identified)
  • An indication of the order to which the complaint relates
  • The content of the demand (repair, replacement, price reduction, withdrawal from the contract)
  • For complaints submitted by e-mail, we recommend attaching photographic documentation showing the defect (jpg format)

Complaint Processing Time

The Seller will inform the person filing the complaint of the outcome within 14 days from the date of its receipt. Failure by the Seller to respond within the above period means that the Seller has deemed the complaint justified.

Consumer Rights in the Event of a Defect in the Goods

If a defect in the goods is found, the consumer may demand:

  • Repair of the goods
  • Replacement of the product with one free of defects
  • A reduction in the price of the goods
  • Withdrawal from the contract (when the defect is significant)

Additional Information

Detailed information regarding returns and complaints can also be found in our Terms and Conditions, in particular in the following sections:

  • Section XI - Right of Withdrawal from the Agreement
  • Section XII - Effects of Withdrawal from the Agreement
  • Section XIII - Complaint Filing and Handling Procedure, and Liability Rules

Need Help?

If you have any questions about returns or complaints, please contact us:

  • E-mail: biuro@cornero.pl
  • Phone: +48 578 716 513
  • Business hours: Monday - Friday, 8:00 AM - 4:00 PM
  • Address: Cornero SP. z o.o., ul. H. Sienkiewicza 8, 98-432 Łubnice

Our team will be happy to help with the returns or complaints process and answer any questions.