Complaint Procedure

 

Last Updated: January 10, 2025

At SwaggyPlush, we are committed to ensuring your satisfaction with our products. If you encounter any issues with your purchase, you have the right to file a complaint. Below, you will find detailed information about the complaint procedure, including your rights and how to resolve any concerns.

General Complaint Information

If you identify a defect in the product or notice non-compliance with the purchase agreement, you may file a complaint. Our complaint process complies with the Civil Code and the Consumer Rights Act.

Conditions for Filing a Complaint

Complaints apply to:

  • Physical defects of products (e.g., mechanical damage, missing components).
  • Legal defects (e.g., the product belongs to a third party).
  • Non-compliance with the agreement (e.g., the product does not match the description on our website).

Complaints do not apply to:

  • Damage caused by improper use or maintenance of the product.
  • Normal wear and tear resulting from the product's use.

How to File a Complaint

To file a complaint, please follow these steps:

  1. Send the required information to us via email at swaggyplush.com@gmail.com or by postal mail to:
    Bohdan Kichuk
    Dobra 17, 00-384, Warsaw, Poland

  2. Include the following details in your complaint:

    • Full name of the customer
    • Email address or phone number
    • Order number
    • Description of the defect or issue
    • Photos or other evidence of the defect

Template for Email Complaints:

Subject: Product Complaint - [Order Number]

Full Name: [Your Full Name]  
Email: [Your Email]  
Order Number: [Order Number]  
Description of Issue: [Detailed Description]  
Attached Photos: [Attach Images]

Complaint Review Process

  1. We will respond to your complaint within 3 business days to confirm receipt and provide any initial information.
  2. Complaints will be fully reviewed and resolved within 14 calendar days from the date of receipt.
  3. If the complaint is accepted, we will inform you about the next steps: product replacement, repair, or refund.
  4. If the complaint is rejected, we will provide a detailed explanation for the refusal.

Returning Products Under Complaint

  1. If a product return is necessary, you will receive clear instructions on how to proceed.
  2. We will cover the return shipping costs if the complaint is accepted.

Customer Rights

If your complaint is not resolved to your satisfaction, you have the right to:

  • Contact the local Consumer Protection Office in your area.
  • Seek assistance from the appropriate legal or consumer rights organizations.

Final Provisions

  • Complaints are processed in accordance with the laws of the Republic of Poland.
  • This Complaint Procedure is an integral part of the SwaggyPlush Online Store Terms and Conditions.

Contact for Complaints

For any questions or concerns regarding the complaint procedure, please feel free to contact us:

  • Email: swaggyplush.com@gmail.com
  • Address: Dobra 17, 00-384, Warsaw, Poland
  • Tax ID (NIP): 5253025665
  • Business ID (REGON): 540248472

Accessibility

This complaint procedure is available at all times on our website. You can find a link to it in the footer of our homepage, along with our Terms and Conditions and Privacy Policy.

If you have any further questions, feel free to contact us. We are here to assist you!