Returns and Complaints

Right of Withdrawal from the Contract (Product Returns)

Consumers have the right to withdraw from a sales contract without giving any reason within 14 days of concluding the contract.

To exercise the right of withdrawal, the Customer must submit a clear statement of withdrawal to TORPOL using one of the following methods:

• By post to TORPOL’s correspondence address;

• By e-mail to: shop@torpol.com;

• By printing, completing, and sending the return form template.

In the event of a return, the Customer must send the product back at their own expense to TORPOL’s correspondence address no later than 7 days after informing TORPOL of their intention to return the product.

The refund will be made no later than 14 days after TORPOL receives information about the return request, using the same payment method that was used for the original purchase.

TORPOL may withhold the refund until the returned product has been received and inspected.

The right of withdrawal does not apply to:

• Personalized or custom-made orders;

• Goods that deteriorate rapidly or have a short shelf life (e.g., certain food products);

• Goods supplied in sealed packaging that cannot be returned after opening for health protection or hygiene reasons, if the packaging was opened after delivery (e.g., certain medical products or cosmetics).

Returns of Goods with Specific Dimensions (Mattresses)

The Seller informs Customers that all mattresses are mechanically compressed, rolled, and vacuum-packed for transport using specialized industrial machinery.

Once the package has been opened and the mattress has expanded, it is not possible to repack it into a rolled form under normal household conditions.

If the Consumer exercises the right of withdrawal, the mattress must be returned in its full, actual dimensions (flat), properly protected against damage and contamination during transport.

Due to the size of an unpacked mattress, it cannot be returned via a standard postal parcel service. The cost of return shipping is borne by the Consumer. The estimated cost of specialized return transport within Poland, carried out by a courier company (palletized/oversized shipment) or another freight carrier, ranges from PLN 150 to PLN 800 depending on the mattress size.

Complaints

Any item purchased through the Online Store may be subject to a warranty claim (statutory liability for defects) within one year from the date of delivery.

If the sold item has a defect, the Customer may:

• Submit a request for a price reduction;

• Withdraw from the contract;

• Request replacement of the item with a defect-free one;

• Request repair of the defect.

A request for a price reduction or withdrawal from the contract cannot be made if the item has already been replaced or repaired.

It is possible to submit a complaint or return only part of an order.

To submit a complaint, the Customer must send the defective product at their own expense to the correspondence address listed in the “Contact and Company Information” section, marked with the note “Complaint”.

Before sending the defective product, the Customer must report the complaint by e-mail or in writing and attach the complaint form.

TORPOL will review the complaint within 14 days of receiving the defective product.

If the complaint is accepted, TORPOL will replace the product, repair the defect, or refund the purchase price.

If the complaint is rejected, the Customer will be informed by e-mail at the address provided when placing the order, and the product will be returned to the address from which the complaint was sent.

Withdrawal from the sales contract is possible only in the case of a significant defect.

Shipping Address

Torpol Sp. z o.o.
Rzemieślnicza 10
83-300 Łapalice
Poland

For more details, please refer to the Terms and Conditions.