In B2B relations, the right to withdraw from a contract does not apply. The Seller does not accept returns of goods that are compliant with the order and free from defects.

Basis for Complaints

The Seller is liable for physical or legal defects of the Goods (statutory warranty), subject to limitations set out in the General Terms and Conditions of Sale. The Seller does not provide any additional commercial warranty. The Buyer is obliged to check the Goods in terms of quantity and quality at the time of delivery.

Methods of Submitting Complaints

Complaints may be submitted in two ways:

a) electronically (e-mail)

The complaint should be sent to the account manager assigned to the Buyer.

b) via the sales platform

• log in to your account 
• go to My Account
• select Order History
• find the relevant order click the Complaints icon and complete the form

Documentation Requirements

A condition for processing a complaint is providing complete information and documentation enabling verification.

The complaint should include:

• Buyer’s details
• invoice number, WZ document, or order confirmation
• description of the defect and quantity of the claimed goods
• waybill number
• date of delivery
• photo or video documentation

Photo/video documentation should show:

• outer packaging (parcel, cartons, etc.)
• internal protection
• damage to the goods / packaging / protection 

Failure to provide complete documentation may delay or prevent complaint processing. At the Seller’s request, the Buyer must provide additional documentation from the time of delivery.

Time Limits for Submitting Complaints

Visible damage, discrepancies, or packaging damage must be reported on the day of delivery – in the presence of the courier and noted in transport documents or a damage report.

Internal damage (without external damage) must be reported on the day of delivery.

Other defects must be reported within 3 days from the date of delivery of the Goods.

Each delivery should be verified separately.

Failure to meet these deadlines results in loss of complaint rights.

Complaint Handling Process

Complaints are processed within up to 30 working days from the date of receipt.

If the complaint is accepted:

• the goods will be replaced with defect-free ones, or
• if replacement is not possible – a refund will be issued 
  
  

Submitting a complaint does not release the Buyer from the obligation to pay for the goods.

Return of Goods Under Complaint

Goods subject to complaint should be returned only after prior agreement with the Seller, within the timeframe and to the address indicated in the response.

Return address:
Parfum Company Sp. z o.o. S.K.A.
Panattoni Park Warehouse (hall no. 2)
ul. Kresowa 14, 05-462 Duchnów, Poland

The goods should be:

• properly secured for transport
• complete
• preferably in original packaging 
  
  

The Buyer must remove their own markings (e.g., labels) before shipment. Failure to do so may result in the complaint not being processed. The Buyer bears the cost of returning the goods to the Seller.

Limitation of Liability

The Seller’s liability does not cover:

• improper selection of goods for the Buyer’s needs
• differences in appearance, fragrance, color, or packaging compliant with the manufacturer’s standards
• goods whose defects were known to the Buyer at the time of purchase 

The complaint applies only to the defective part of the goods and does not constitute grounds for returning the entire order. The Seller’s liability is limited to the value of the defective goods. The Seller is not liable for lost profits or indirect damages.