Returns and complaints

I. Complaints

If your product is defective or does not match your order, you have the full right to file a complaint. We will do our best to resolve the issue as quickly as possible.

• How to file a complaint: Prepare a written statement including your details, order/invoice number, description of the defect, and your request.
• Shipping address: Send the document along with the physical product to:
  WebReklama, ul. Białostocka 24 lok. 111, 03-741 Warszawa, Poland.
• Processing time: We will review your complaint within 14 days of receiving the complete package (the statement + the product). We will send our response via email or traditional mail.

Important technical & logistical notes:

• Color accuracy: Complaints regarding print color accuracy will not be accepted unless a paid test print (color proof) was ordered before production, or a certified color sample was provided.
• Damage in transit: Always check your package in front of the courier! To claim damages or missing items from transit, you must fill out a damage report with the courier upon delivery.

II. Returns & Right of Withdrawal

• Who and when can return products? The right to return items without giving a reason applies exclusively to B2C Consumers and only for orders placed online (at a distance). If you make a purchase in person at our office in Warsaw, or buy goods with a VAT invoice for business purposes (B2B Entrepreneur), this right does not apply.
• Timeframe: As a consumer, you have 14 days from the delivery date to withdraw from the contract.
• How to make a return: Notify us via email at: biuro@windery-reklamowe.pl. Ship the product back to our company address (listed in the Complaints section).
  Please note: The buyer covers the return shipping costs. We do not accept cash-on-delivery (COD) shipments.
• Refunds: Upon a successful return, we will refund all payments received from you, including the standard delivery cost.
• Item condition: The returned product must be complete, unused, undamaged, and free of any assembly or wear marks. Please secure it properly for transport.

Exclusions – What cannot be returned?

Most of our flags and promotional materials are custom-made to your individual specifications. By law, the right of withdrawal DOES NOT APPLY to personalized items produced according to the customer's design.

This means you cannot return:

• Any custom promotional flags produced to order (including beach flags/winders).
• Flags purchased as part of complete sets (in this case, only the hardware, such as the pole and base, can be returned, provided they are new and unused).

Returns are only possible for standard, universal products that were not customized for you (e.g., standalone poles, bases, accessories), provided they are brand new and unused.