Returns and complaints

COMPLAINT HANDLING PROCEDURE

1. Complaints should be submitted to the Seller in writing. Complaints can also be sent electronically to the following address: support@babymouse.com.pl.
2. The above does not limit the rights of Consumers and Non-professional Entrepreneurs – they may submit complaints in any form.
3. Complaints should include:
   1. a detailed description of the defect in the Goods,
   2. the Customer's request,
   3. photographic documentation, if possible.
   4. A complaint form is available for download (if the Seller provides it on the website).
4. The Seller shall consider the complaint:
   1. within 30 days – in the case of a Customer,
   2. within 14 days – in the case of a Consumer and a non-professional Entrepreneur.
5. If the Seller does not respond to a complaint from a Consumer or a non-professional Entrepreneur within 14 days, the complaint shall be deemed justified.
6. If the complaint is accepted, the Seller shall take appropriate measures to resolve it.
7. The Customer has the option of using out-of-court methods of complaint handling and redress, including the ODR platform:
   http://ec.europa.eu/consumers/odr/

How to file a complaint about furniture?

1. To file a complaint, please send an email:
   1. replying to the message regarding your order, or
   2. directly to: support@babymouse.com.pl.
2. In the subject line, please enter:
Order number + "complaint," e.g., "Order no. 11112 – complaint."
3. In the body of the message, please:
   1. briefly describe the problem – indicate what is inconsistent with the order or defective;
   2. check the assembly instructions for the number and quantity of items covered by the complaint (this will speed up the replacement of parts);
   3. attach photos of damaged or defective items;
   4. if the packaging is damaged – also attach photos of the boxes;
   5. clearly show the damage or missing parts.
4. For selected brands, the manufacturer may require additional identification photos, e.g.:
   1. Bellamy furniture – a photo of the production date from the first page of the instructions;
   2. PINIO furniture – a photo of the product label from the box.
5. If the boxes are damaged and the mechanical damage is visible, it may be necessary to report the damage to the carrier and send confirmation of the report. This facilitates the pursuit of claims against the transport company.
6. Links to carrier reports (examples):
   1. DPD: https://www.dpd.com/pl/pl/moje-dpd/zloz-reklamacje/
   2. GLS: https://gls-group.com/PL/pl/reklamacje-konsumenckie/
   3. DHL: https://dhl24.com.pl/pl/claim/disposition/create.html
7. Each complaint is considered individually. Baby Mouse supports the customer in the process of reporting and contacting the manufacturer and/or supplier, making every effort to shorten the complaint handling time as much as possible.

WITHDRAWAL FROM THE AGREEMENT

1. Withdrawal from the Agreement by the Seller or the Customer may take place on the terms specified in the provisions of the Civil Code.
2. Consumers and non-professional entrepreneurs have the right to withdraw from the Agreement within 14 days from the date of receipt of the Goods, in accordance with the provisions of law.
3. Detailed rules for withdrawal from the Agreement and exceptions (when the right of withdrawal does not apply) are set out in the information on the right of withdrawal from a distance sales agreement.
4. Consumers and non-professional entrepreneurs are liable for any reduction in the value of the Goods resulting from their use in a manner exceeding that necessary to ascertain the nature, characteristics, and functioning of the Goods.
5. In the event of effective withdrawal from the Agreement, the Agreement shall be deemed not to have been concluded.
6. Before sending back the package with the return, please contact us in advance to obtain information about the correct return address:
   Phone: +48 734 900 399

   E-mail: support@babymouse.com.pl

Furniture returns – information

1. Furniture can only be returned if the products:
   1. have not been assembled or put together,
   2. are in their original, undamaged packaging
2. Please send an email containing:
   1. your order number,
   2. a list of the products you are returning,
   3. the reason for the return.
3. The cost of returning the products is borne by the Buyer.
4. The refund will be made after the furniture has been delivered and the condition of the shipment has been verified.
5. If use beyond the necessary inspection of the product is found or damage is detected, the refund amount may be reduced accordingly.

Return of furniture after assembly

1. In accordance with applicable regulations, the right to withdraw from the Agreement does not apply to furniture that is:
   1. assembled or screwed together,
   2. modified (e.g., drilling holes, cutting, gluing, painting),
   3. damaged as a result of improper assembly.
2. The products listed above are not returnable.
3. Before assembly, please make sure that the furniture meets your expectations. If you have any questions, please contact us:
   Phone: +48 734 900 399
   E-mail: support@babymouse.com.pl