Complaints

Karisma Sp. z o.o., as the Supplier, is responsible for the quality of fabrics and products delivered, provided they are properly transported, stored, installed, and maintained.

If hidden defects are discovered within 24 months from the delivery date (warranty for defects), the following procedure applies:

Submitting a complaint

1. Complete the complaint form (available for download).

2. Send the complaint:

   • by post to:
     KARISMA Sp. z o.o.
     ul. Zegrzyńska 28A/12, 05-110 Jabłonna, Poland

   • or by e-mail: reklamacje@karismapoland.com

3. Attach the following documents:

   • a copy of the invoice confirming the purchase,

   • in case of defects found in a finished product – a copy of the end customer’s proof of purchase and their complaint submission,

   • a sample or element of the defective fabric/product (if sending by e-mail, please additionally provide a fabric swatch by post),

   • any additional materials if needed: photos, inspection notes, reports, etc.

Incomplete complaints will not be processed.

Complaint review

• Complaints will be reviewed within 14 working days of receipt.

• The Customer will receive a written response with the decision.

Acceptance of a complaint

• Fabrics in the Customer’s warehouse – immediate replacement of defective material with fault-free material, at the expense of Karisma Sp. z o.o.

• If replacement is not possible – withdrawal from the contract, return of the defective fabric, and refund of the payment within 7 working days, along with an invoice correction.

• Fabrics used in finished products:

  • reimbursement of accepted repair costs (upon submission of calculation and documentation),

  • if repair is not possible or economically justified, and the Customer requests a price reduction – refund of the value of the fabric used in the finished product, as specified in the calculation.

Exclusions

Complaints do not cover:

• defects or damage resulting from improper installation, use, storage, or maintenance,

• defects arising from circumstances beyond the control of Karisma Sp. z o.o.,

• natural wear and tear of the product,

• differences in fabrics resulting from different production batches.

In matters not covered by this procedure, the provisions of the Polish Civil Code apply.

Returns

Before returning goods, please carefully read the Store Regulations.

No right of withdrawal

According to Article 38 of the Polish Consumer Rights Act of 30 May 2014, the right of withdrawal does not apply to:

• fabrics cut from the roll (sold by the meter, in A4 format, or as samples),
  since each piece is cut individually for the Customer and cannot be restored to its original state.

We therefore ask for thoughtful purchases and recommend ordering free samples or A4 test swatches beforehand.

Right of withdrawal – other cases

Consumers have a statutory right to withdraw from a distance contract within 14 days, which applies to:

• fabrics purchased by the roll,

• all items sold per piece.

Return procedure

1. Carefully pack and secure the returned product.

2. Include the completed and signed return form (available for download).

3. Send the package to:
   Karisma Sp. z o.o. – Warehouse
   ul. Zegrzyńska 28A/12
   05-110 Jabłonna, Poland

4. Refunds will be issued within 3–5 working days of verifying the returned goods (in exceptional cases up to 14 days).