Refund policy

Return and Complaints Policy

Effective from: 1 July 2025

⚠️ IMPORTANT — MADE-TO-ORDER FURNITURE AND FURNITURE COMPONENTS

Custom-sized furniture, custom-sized furniture fronts, panels cut and processed to customer specification, and any other products manufactured to individual order are NOT covered by the right of withdrawal — in accordance with applicable EU/Polish consumer rights law on personalised goods.

These products are clearly personalised and manufactured solely for a specific order. The Customer is informed of this before placing the order and is required to confirm acknowledgement of this information.

1. Right of Withdrawal

The Consumer has the right to withdraw from a distance sales contract without giving a reason within 14 days of receiving the order.

The deadline is met if the withdrawal statement is sent before it expires.

2. How to Submit a Return

Step 1 — Notify Us

Send an email to sales@qldecor.com with:

  • your order number,
  • which products you wish to return,
  • a withdrawal statement (you may use the template below).

Step 2 — Pack the Products

Pack the products in their original or a suitable replacement packaging to ensure safe transport.

Step 3 — Ship the Package

Send the products back to:

SEYCO SP. Z O.O. SP. K.
Kobierzycka 18, 52-315 Wrocław, Poland

Return shipping costs are borne by the Customer, unless the defect resulted from an error by the Seller.

Step 4 — Refund

After receiving the return and verifying the condition of the products, the Seller will refund all payments made (including standard delivery costs) within 14 days, using the same payment method chosen by the Customer.

3. Withdrawal Statement Template

I, [Full Name], hereby declare that I am withdrawing from the sales contract for the following products: [product name], order no. [order number], received on [date]. Please refund the payment to my bank account / the same payment method.

Date: [date]

Signature: [signature — paper version only]

4. Exceptions — When a Return Is Not Available

The right of withdrawal does not apply to:

  • products manufactured to special order or clearly personalised, including in particular:
  • custom-sized furniture and furniture components,
  • furniture fronts adapted to customer specification,
  • panels cut and processed to individual specification,
  • any other products manufactured on the basis of an individual order,
  • products which, after delivery, become inseparably combined with other items due to their nature.

5. Condition of the Returned Product

The Customer is liable for any diminished value of the product resulting from use beyond what is necessary to establish its nature, characteristics, and functioning. Products should be returned undamaged, complete, and preferably in their original packaging.

6. Statutory Warranty Claims

  1. The Seller is liable for physical and legal defects of the sold products for a period of 2 years from the date of delivery to the Consumer.
  2. A complaint can be submitted:
  • by email: sales@qldecor.com
  • in writing: SEYCO SP. Z O.O. SP. K., Kobierzycka 18, 52-315 Wrocław, Poland
  1. The complaint should include: a description of the defect, the date it was discovered, the order number, and the requested remedy (repair, replacement, price reduction, or withdrawal from the contract).
  2. The Seller will respond to the complaint within 14 days of receiving it.
  3. The Customer filing the complaint should deliver or send the product back at the Seller's expense.

7. Transport Damage

If a product arrives damaged:

  1. Prepare a damage report in the presence of the courier (before signing for receipt).
  2. Take photos of the damaged packaging and product.
  3. Contact us immediately: sales@qldecor.com

We accept claims for transport damage up to 48 hours after delivery.

8. Contact

SEYCO SP. Z O.O. SP. K.
Email: sales@qldecor.com
Phone: +48 572 008 079
Kobierzycka 18, 52-315 Wrocław, Poland
(availability: Monday–Friday, 9:00 AM–5:00 PM CET)