Returns and Complaints

Returns

  1. You can withdraw from a distance contract within 14 days from the date of receiving the goods without giving any reason.
  2. Returned goods must be new, undamaged, and show no signs of use. Proper packaging of the shipment is the responsibility of the customer. The seller reserves the right to reduce the value of the goods if they are damaged during transport.
  3. The goods must be sent back to the warehouse address no later than 14 days from the date of withdrawal from the contract. The return form should be included with the shipment.
  4. Refunds for products are made in the same form as the payment for the order.
  5. The cost of return shipping is borne by the customer

Address for returning box packages:

Liderwood Warehouse

Ul. Grunwaldzka 29

84-230 Rumia

Poland

Address for returning long packages:

Liderwood Warehouse

Ul. Grunwaldzka 35

84-230 Rumia

Poland

Download:

Formularz zwrotu

What to do if the shipment is damaged?

Courier Shipments

  1. Record a damage report– this is the basis for filing a complaint with the carrier.

The recipient is required to check the condition of the shipment before confirming receipt, especially to assess if the shipment is damaged or has missing parts.
The report should be written in the presence of the courier, but if this was not possible, DPD allows the report to be written by the recipient without the courier present.

Electronic damage report DPD

Statement for the sender

NOTE! The date of writing the report is important.

If the damage is obvious (visible before unpacking the shipment, such as damaged, torn, or wet carton), the report must be written on the day of delivery.
If the packaging was intact and the damage was found after opening the shipment, the report can be written within 5 business days.

Lack of this document significantly complicates and extends the complaint process.

  1. Statement waiving the right to file a complaint in favor of the sender.

According to the carrier’s regulations and transport law, only the owner of the goods can file a claim. If the shipment was received, the owner of the goods according to the transport contract is the recipient. Therefore, we ask you to fill out the indicated document so that we can carry out the complaint process on your behalf.

  1. Prepare photographic documentation.

In addition to photos of the damaged goods, photos of the packaging are also important.

  1. Photos and the damage report and statement should be sent to offer@liderwood.pl within 5 business days of receiving the shipment.

Sending the above-mentioned documentation is a necessary condition for considering any claims of the customer for damage to the shipment during transport.

 Pallet Deliveries

When receiving the shipment, the recipient is required to check the goods in the presence of the courier.

  1. Record a damage report – this is the basis for filing a complaint with the carrier.

The report should include the delivery date and a detailed description of the damage (including damage to the packaging) or missing items in the shipment. The report must be signed by the courier and the recipient (if the driver does not have a ready form to fill out, the report can be written on the waybill).

Lack of this document significantly complicates and extends the complaint process.

  1. Prepare photographic documentation.

Appropriate photographic documentation significantly facilitates the complaint process. It is worth inspecting the shipment before unpacking and paying particular attention to the condition of the pallet. If the shipment was hit during transport, deformations/dents may be visible (even if the foil is intact). In such a situation, drivers often enforce a note on the report: “originally packaged” – this behavior should not occur, therefore we encourage describing the damage according to the actual condition.

  1. Photos and the damage report should be sent to offer@liderwood.pl
  2. The complaint review period is 14 days.

In case of any problems during the delivery acceptance, please contact the seller.

Download:

Damage report Liderwood

Statement for the sender

Complaints

  1. The condition for considering a complaint is its written submission no later than 14 days from the date of detecting the product defects.
  2. Complaints should be directed to the address: offer@liderwood.pl
  3. Only defects of purchased goods that did not result from improper use, installation, and non-compliance with the manufacturer’s recommendations in the installation instructions, technical card, and warranty are subject to complaint.
  4. All claims for receiving goods that do not comply with the contract or have visible defects should be reported to the seller before installing the product. Starting the installation means accepting the technical condition and appearance of the material.
  5. The complaint review period is 14 days; if an inspection is necessary at a great distance, this time may be extended.

In case of a complaint resulting from packaging and/or delivered goods damage, follow the steps described here.

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