Returns and complaints
Version 1.0 · in force from 4 August 2026
Governing language. This document is a translation of the Polish original. In the event of any discrepancy between the language versions, the Polish version prevails. Where this document and the terms and conditions differ, the terms and conditions prevail.
Return without giving a reason
If you buy as a consumer, you have 14 days to change your mind. We count them from the day you received the parcel. You do not have to explain yourself.
How to do it
- Write to kontakt@merchelstolarka.pl or fill in the form on the website. Give the order number and the bank account for the transfer.
- Send the product back to: Merchel Stolarka, ul. Chmieleńska 21A, 83-300 Łapalice, Poland within 14 days of notifying us.
- We refund the money within 14 days of receiving your statement — including the cost of the cheapest delivery we offer.
Two things worth knowing. You bear the cost of sending the product back. We may withhold the refund until the parcel reaches us — this is not stalling, it is a safeguard provided for by statute.
The product should come back in the condition in which you received it. You may inspect and test it as you would in a physical shop. You are liable for any reduction in value if you used it beyond that.
When there is no right of return
The right of withdrawal does not cover products made to your order — art. 38(3) of the Polish Consumer Rights Act.
In practice this covers:
- personalised products, for example a sign with custom lettering,
- items marked in the description as "made to order".
Information about the absence of a right of return is given in the product description before you buy. If it is not there — the right of return applies.
Complaint
If the product does not conform to the contract — damaged, incomplete, or different from the description — report it to kontakt@merchelstolarka.pl.
Write: the order number, what the problem is, and what you expect. Attach photographs — with furniture this is the fastest route to a resolution, often without sending the product back.
We reply within 14 days. You may request repair or replacement; if both would be impossible or excessively costly — a price reduction or withdrawal from the contract.
The Seller covers the cost of the returned parcel if the complaint is justified.
What is not a defect
Products are made from solid timber, a natural material. The following are not grounds for complaint and are not defects:
- differences in grain pattern and shade between pieces,
- natural knots and discolouration characteristic of the species,
- a change of shade under light during use,
- dimensional deviations of up to 2 mm on hand-made elements.
These are properties of a timber product, not faults. Two headrests from the same board will differ, and that is how it should be — otherwise it would be laminate.
Damage in transit
Check the parcel while the courier is present. If the box is damaged, have a damage report drawn up — it speeds the case up considerably. If you notice damage after unpacking, report it immediately with photographs of the packaging and the product.
A dispute that could not be resolved
You may use the assistance of the district consumer ombudsman or mediation at the regional inspectorate of the Trade Inspection. The European Commission ODR platform is also available: ec.europa.eu/consumers/odr.
Both routes are voluntary and require the consent of both parties. Before going there — write to us. Most cases can be settled with a single email.
Contact
Merchel Stolarka Arkadiusz Merchel
ul. Chmieleńska 21A, 83-300 Łapalice, Poland
kontakt@merchelstolarka.pl · +48 604 605 976