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Guarantees and complaints

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How to make a complaint?


Remember to check your ordered products carefully upon receipt!!!


§ 9Defective goods and the complaint process

  1. The Customer is obliged to inspect the Goods carefully upon receipt. Only damaged Goods or those that do not comply with the order accepted by the Seller are subject to complaint.

  2. Complaints must be made in writing within a maximum period of 7 calendar days of receipt of the Goods.

  3. Complaints submitted after 2 p.m. Polish time are treated as complaints submitted on the following day.

  4. Processed Goods with applied decorations are not subject to complaints.

  5. The Seller reserves the right to consider any claim within 14 days of receipt of the claim and inform you of its final decision within a further 7 days.

  6. The Seller may ask the Customer to provide additional information concerning the Goods complained of or request the return of such Goods in whole or in part in electronic or paper form. The Customer is obliged to respond or make a return in accordance with the Seller’s instructions within 7 days from the receipt of the correspondence from the Seller, otherwise the complaint will be rejected.

  7. Complaints shall only relate to defects in the Goods or non-conformity with the design, exceeding the tolerances and inclusions indicated in § 13. Damage or abnormalities resulting from improper use or application of the products cannot be a valid basis for a complaint.

  8. Complaints concerning elements of the Goods not included in the Final Design or concerning elements described in a manner inconsistent with these Terms and Conditions or the Seller’s requirements (e.g. use of a colour scale other than Pantone C) will not be considered.

  9. In the event of delivery of incorrect or damaged goods, the Customer shall be entitled to a free replacement or replenishment of the goods if the quantities delivered are not in accordance with the order accepted by the Seller.

  10. If the complaint verification requires the Goods to be returned to the Seller by the Customer, in case the complaint is accepted, the transport cost is covered by the Seller and in case the complaint is unfounded – by the Customer. This shall also apply to the obligation to reimburse the costs of reshipment of the Goods to the Customer after the rejection of the complaint, which shall remain at the expense of the Customer.

  11. Once the Goods have been resold by the Customer to a subsequent customer, liability for defects in the Goods shall be transferred to the Customer.

  12. The Seller excludes the application of the warranty provisions on the basis of Article 558 of the Civil Code.

  13. Filing a claim against the Goods does not release the Customer from the obligation to pay for the purchase of the Goods within the timeframe and amount indicated on the invoice, whereby if the claim is accepted in whole or in part, the Seller will make the appropriate accounting adjustments and refunds.

  14. The invoice will be corrected and the related refund to the Customer will be made within a period not exceeding 14 days from the date of acceptance of the complaint.

TheSeller’s liability for complaints is limited to the value of theGoods plus the cost of delivery. In particular, the Seller shall notbe liable for indirect costs relating to the order, e.g. costs offinancing, insurance, preparation of the goods for resale, theirstorage by the Customer and similar.