IMPORTANT INFORMATION!

1. Checking the Delivery

The buyer is required to check the contents and condition of the shipment upon delivery. If any damage is discovered, a damage report must be completed. Failure to comply with this requirement will result in the loss of claims.

Mirrors are equipped with warranty seals attached to their hangers. Please carefully inspect the mirror before hanging it.

Please note: Removing the warranty seal from our products invalidates the possibility of warranty claims or complaints regarding mechanical damages.

2. Product Returns

If the ordered product does not meet your expectations, you may return it within 14 days from the delivery date.

Products made to individual specifications are not eligible for returns.

Conditions for Returns:

  • The returned product must remain unaltered, with original labels and no signs of use.
  • Return costs are borne by the buyer.

To withdraw from the contract and return the purchased product, please fill out the Return Declaration Form and send it to us along with the product(s):

Return Address:
Reflessa
Karmelkowa 65A
Wroclaw, Poland

Return via Reflessa Transport

Due to the nature of the product (mirrors), we prefer to collect returned goods using our own transport to ensure maximum safety.

  • If you wish to return the product via our transport service, please contact us at sales@reflessa.com. We will provide all necessary details.

If you choose an alternative courier service, please ensure you comply with their mirror return requirements.

3. Right to Withdraw from the Purchase Contract

Exceptions:

The right to withdraw does not apply to products made to order or customized to meet individual customer requirements.

Upon receiving the returned product, we will inspect it to confirm it is undamaged and unused. Any reduction in value due to scratches, damage, or visible signs of use will result in a deduction from the refund.

Refunds for eligible returns will be processed via bank transfer within 14 days of receiving the returned product.

4. Complaints and Warranty Claims

All complaints are handled by Reflessa Complaint Department.

Complaints must be submitted in writing to: sales@reflessa.com

Procedure for Damaged Products During Delivery:

  1. Unpack the product in the presence of the courier.
  2. If mechanical damage caused during transport is detected, complete a Damage Report signed by both you and the courier.
  3. Complaints for damage during transport will only be accepted with a signed damage report.

General Complaint Process:

  1. Complete the Return/Complaint Form available on our website.
  2. Include the completed form and a proof of purchase with the returned product.
  3. The complaint must include:
    • A detailed description of the defect.
    • Date of the defect occurrence.
    • Photos illustrating the damage (for complaints submitted remotely).

Complaint Address:

Reflessa
Karmelkowa 65A
Wroclaw, Poland
Include the note: “Complaint Department”

We will process complaints within 14 days of receiving the claim. If this is not possible, you will be informed of the estimated resolution date.

Resolution of Complaints:

If the complaint is valid, the product will be repaired or replaced. If repair or replacement is not possible (e.g., due to stock depletion), we will refund the product's price or offer an alternative solution.

Note: Returns sent cash-on-delivery or at the recipient's expense will not be accepted.

5. Alternative Dispute Resolution

Consumers may also seek out-of-court resolution of complaints through the Permanent Consumer Arbitration Court at the Provincial Trade Inspectorate. More details can be found at www.uokik.gov.pl under “Consumer Dispute Resolution.”

6. Mirror Care Instructions

  • Avoid using agents containing vinegar, ammonia, lemon acid, or other aggressive chemicals.
  • Clean mirrors using warm water and a soft microfiber cloth.
  • Neutral pH glass cleaners (around pH 7) can also be used.
  • Mirrors should be wiped with a clean, soft cloth or paper towels for best results.