1. How to make a complaint about a product?
Please send us information by e-mail: help@mazzini-sofas.com or via the contact form.
What will we need to make a complaint?
1. Order number (it will be available in the e-mail confirming the order).
2. Your personal data: name and surname, telephone number and e-mail address as well as the address where the defective product is located.
3. A detailed description of the defect.
4. Photos or videos that accurately show the product's defect. In matters related to transport, the following document should also be attached to the complaint
5. Damage report completed in the presence of the carrier upon receipt of the goods.
The lack of the above information may extend the complaint process or may result in the rejection of the complaint.
Handling of complaints and decision
We will handle the complaint within 14 calendar days, but we will do our to resolve each case as soon as possible. In this time, we will carefully review the case you have submitted and contact you to inform you of the decision and/or next steps. We may also ask you for additional information. Unfortunately, if we do not get additional information required in order to process the case within 14 days, the request will be cancelled. In certain circumstances, we may also reject the complaint. In such case, the explanation of the reasons for such decisions will be provided. !!
Please note that if you object to our decision, the 14-day deadline does not apply - we will respond to your objection as soon as possible.
Resolution
Once you have received a positive decision regarding your complaint, we will make every effort to resolve it as soon as possible. If reasonably possible, we will first offer you a reduction in the price of the product, or repair or replacement. If this is impossible or excessively expensive, we may offer you cancellation of the purchase contract or replacement of the product.
2. How do I return a product?
To return the product, print and fill in the form available at:. Send a scan or photo of it to the following address: shop@mazzini-sofas.com. Remember to fill in all the information - especially the order number. Our representative will contact you to arrange a convenient date for product pickup and to arrange the return of the funds paid. From the amount paid, we will deduct the amount for transportation corresponding to the amount when you place the order.
3. Can I exchange a purchased product?
In order to replace the purchased product, as soon as possible after placing the order, contact Customer Service via the contact form or via e-mail: shop@mazzini-sofas.com. Remember to provide your order number so that we can help you faster
4. When is the refund processed?
Your return will be processed within 14 days.
5. How will I get a refund when I return the product?
The money will be refunded as soon as the product is collected from you in a manner consistent with your payment. From the amount paid, we will deduct the amount for transportation corresponding to the amount when you place the order.
6. How can I check if my return has been accepted?
You will receive an e-mail confirmation of your return.
7. When can I return the product?
By law, you can return a product within 14 days of receiving your order.
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