COMPLAINT PROCEDURE AT CIEŚLAK INTERNATIONAL SP. Z O.O.
REGULATIONS
The time limit for submitting a complaint (damages, shortages, overages) is 5 business days from the moment of receiving the delivery.
Please submit complaints by email (reklamacje@fioreo.pl) using the attached Complaint Form exclusively in EXCEL file format. Submissions in the form of scans or photos will not be processed.
Please ensure the form is completed correctly, especially with regard to:
sales document number,
reason for complaint,
symbols of damaged products or EAN codes,
quantities of damaged products,
desired resolution, e.g. 25% discount.
Please attach photos of each reported damage to the form (e.g. if 10 products are reported as damaged, at least 10 photos must be sent, etc.)
Please maintain continuity of correspondence.
The complaint process will begin only after we receive all necessary information, i.e. we will forward your request to the manufacturer/transport company/courier.
Upon receiving a correction note from the manufacturer/transport company/courier, we can issue a correction invoice for our client.
Delivery inspection:
If damages are visible upon delivery, it is important to prepare a damage report with the courier or make a note on the CMR document – this is a key step for smooth complaint handling.
If no damage report is prepared with the courier, you must contact us by email: reklamacje@fioreo.pl so that we can forward the information to the courier company.
Please attach the damage report to the Complaint Form.
Please do not contact the courier directly.
Other:
If a single product from a set is reported, a value correction will be issued instead of a quantity correction.
Correction invoices are sent via Polish Post, except for companies that have an electronic document exchange agreement with us.
Damaged products may only be disposed of after receiving the correction invoice from us.
For complaints exceeding 1000 PLN net, one of our employees will conduct an on-site inspection within 21 days. If the inspection does not take place within this period, the goods may be disposed of (provided the complaint was submitted correctly).
