Complaints policy

COMPLAINT POLICY

1. General Provisions

This policy defines the rules for submitting and processing complaints regarding products purchased in the Dental for Children store. This policy applies to both consumers and entrepreneurs (B2B clients), subject to differences resulting from legal provisions.

Contact details:

  • Email: biuro@dentalforchildren.pl
  • Phone: +48 661 416 934
  • Address: ul. Szkolna 1C/1, 84-240 Reda, Poland

2. Grounds for Complaint

A complaint can be submitted in case of:

  • Receipt of a damaged or defective product
  • Product non-compliance with the order
  • Missing items in the shipment
  • Manufacturing defects of the product
  • Product non-compliance with the description

3. Complaint Submission Deadline

For consumers:

  • Visible defects: should be reported immediately upon receipt of the shipment, no later than 7 days from the date of delivery
  • Hidden defects: under the warranty for defects – up to 2 years from the date of purchase (for defects revealed within one year of purchase, it is presumed that they existed at the time of sale)

For entrepreneurs (B2B):

  • Visible defects: should be reported within 7 days from the date of delivery
  • Hidden defects: according to the manufacturer's warranty terms (if applicable) or within the period specified in the agreement

Important: The risk of accidental damage or loss of the product passes to the B2B client at the moment the shipment is handed over to the courier.

4. How to Submit a Complaint

Step 1: Contact
Contact us by email (biuro@dentalforchildren.pl) or phone (+48 661 416 934)

Step 2: Describe the Problem
Provide the following information:

  • Order number
  • Product name
  • Description of the defect/problem
  • Photos of the product (if applicable for damages or visible defects)
  • Date of purchase and receipt of the shipment
  • Preferred method of complaint resolution (exchange, repair, refund)

Step 3: Return the Product
Upon acceptance of the complaint, you will receive:

  • Confirmation of receipt of the complaint for processing
  • Instructions for returning the product (if necessary)
  • Return label (in case of justified complaints)

Return address:
ul. Szkolna 1C/1, 84-240 Reda, Poland

5. Complaint Processing

Deadline: We process complaints within 14 business days from the date of receiving the complaint notification (or product, if its return was required).

Possible resolutions:

  • Exchange of the product for a new, defect-free one
  • Repair of the product (if possible)
  • Price reduction (proportional to the defect)
  • Refund of the full product value along with delivery costs (in case of significant defects)

Response: We will inform you of the outcome of the complaint by email or phone.

6. Refund

In case of an accepted complaint and a decision to refund money:

  • The refund will be made to the bank account or original payment method
  • Refund period: up to 14 days from the acceptance of the complaint
  • We also refund delivery costs (in case of a defective product)

7. Products Not Subject to Complaint

A complaint is not applicable in case of:

  • Mechanical damage resulting from improper use
  • Natural wear and tear of the product
  • Products used contrary to their intended purpose or instructions
  • Products whose packaging has been violated in a way that prevents further sale (applies to hygienic, sterile products)
  • Defects reported after the deadlines specified in point 3

8. Medical and Sterile Products

Due to the nature of dental articles:

  • Sterile products in violated packaging are not subject to return or exchange (except for manufacturing defects reported before opening)
  • Disposable products are subject to complaint only in case of manufacturing defects
  • Medical instruments and devices are covered by the manufacturer's warranty (details in the product documentation)

9. Manufacturer's Warranty

Selected products are covered by the manufacturer's warranty. In such a case:

  • Warranty conditions are specified in the warranty card attached to the product
  • Warranty claims are processed in accordance with the manufacturer's terms
  • The store mediates contact with the manufacturer or warranty service

10. Differences Between Consumers and Entrepreneurs

Consumers benefit from full protection resulting from:

  • The Consumer Rights Act
  • Warranty for defects (up to 2 years)
  • 14-day right of withdrawal from the contract

Entrepreneurs (B2B):

  • Do not have the right to withdraw from the contract without giving a reason
  • Warranty for defects may be limited or excluded (according to the agreement)
  • Obligation to inspect goods and promptly report defects

11. Amicable Settlement

In case of a dispute regarding a complaint, the consumer may use:

Effective date: March 3, 2026

Last update: March 3, 2026