Returns and Complaints
Returns and Complaints – MONTRESOR
Right of Withdrawal
If:
A) you are a Consumer,
or
B) you are a natural person and the contract you concluded with us after 1 November 2025 is directly connected to your business activity but is not of a professional nature for you,
— you are, as a rule, entitled to withdraw from a distance contract.
You may withdraw from the contract by submitting a statement of withdrawal, for example by sending an email to:
Please return the Goods without undue delay, and no later than 14 days from the day you withdrew from the contract, to the following address:
Montresor
ul. Mokotowska 71, unit 101
00-535 Warsaw, Poland
You may withdraw from the contract within 14 days.
The 14-day withdrawal period begins:
-
for a contract under which we deliver a thing while being obliged to transfer ownership — from the moment you or a third party indicated by you (other than the carrier) take possession of the Goods;
-
for a contract involving multiple Goods delivered separately, in batches, or in parts — from the moment you or a third party indicated by you take possession of the last item, batch, or part.
Sending the withdrawal statement before the deadline is sufficient to meet it.
We will refund all payments received from you, including delivery costs (under the rules described in the Sales Terms and Conditions), without undue delay and no later than 14 days from receiving your withdrawal statement.
We may withhold the refund until we receive the returned Goods or until you provide proof of sending them back — whichever occurs first.
Please note that the right of withdrawal does NOT apply to contracts for:
-
Goods made to your specification or clearly personalised;
-
Goods that deteriorate quickly or have a short shelf life;
-
sealed Goods that cannot be returned after opening for health or hygiene reasons if the seal was removed after delivery;
-
sealed audio/video recordings or software unsealed after delivery;
-
Goods that after delivery become inseparably mixed with other items.
More details regarding withdrawal are available in our Sales Terms and Conditions.
Complaints
If the Goods purchased from us prove to be defective, you have the right to make a complaint under the statutory warranty.
A complaint is best submitted via email to:
or by post to:
Montresor
ul. Mokotowska 71, unit 101
00-535 Warsaw, Poland
Please send the defective Goods to:
Montresor
ul. Mokotowska 71, unit 101
00-535 Warsaw, Poland
In the case of a defect, you may request:
-
replacement of the Goods with ones free from defects,
-
removal of the defect,
or you may submit a statement regarding:
-
price reduction,
-
withdrawal from the contract — in the case of a material defect.
We are liable for defects discovered within two years from the date the Goods were delivered to you.
As a rule, a complaint may be submitted within one year from noticing the defect, but the period for filing a complaint cannot expire before the end of the Seller’s statutory liability period.
Your complaint will be reviewed within 14 days of receiving your submission.
More information regarding complaints is available in our Sales Terms and Conditions.
