Supermaty.pl | returns, withdrawals and complaints
Returns and complaints at Supermaty.pl
Below we present the rules for withdrawal from the contract, returning products and submitting complaints by consumers, entrepreneurs exercising consumer rights and business customers.
Please read the information carefully before returning your product. This will help us properly secure your shipment, select the appropriate reporting method, and shorten processing times.
Legal status of information
The information was prepared in accordance with the regulations in force in July 2026. They will also apply in 2027, unless changes are introduced by the legislature. Detailed transaction rules are specified in the store's regulations, the concluded contract, and applicable law.
Withdrawal from the contract and return of goods
Who can exercise the right of return?
A consumer who has concluded a distance contract, including via the Supermaty.pl online store, may, in principle, withdraw from the contract without giving any reason within 14 days of receiving the product .
If the order includes several products delivered separately, the deadline is counted from the receipt of the last product, batch or part.
Individuals running a sole proprietorship may also exercise certain consumer rights if the concluded contract is directly related to their business activity but is not of a professional nature. Each such case is assessed based on the subject of the activity and the circumstances of the purchase.
How to submit a declaration?
The declaration of withdrawal can be sent in a clear form, for example by email or letter. You can use your own letter or the statutory template form.
E-mail: biuro@supermaty.pl
Address: Planownia Sp. z o. o. — Supermaty.pl, ul. Karczówkowska 6, 25-019 Kielce
What data should I provide?
- name and surname or name of the buyer,
- order number or sales document number,
- date of receipt of the product,
- name and number of returned products,
- a clear declaration of withdrawal from the contract,
- contact details,
- account number when a refund by this method has been agreed.
Deadline and address for returning the product
After submitting the declaration, the product must be returned immediately, no later than 14 days from the date of withdrawal . To meet the deadline, it is sufficient to ship the parcel before its expiry.
Karczówkowska Street 6
25-019 Kielce
Poland
Please do not send cash on delivery (COD) shipments. The shipment should be marked with the order number or buyer's information to enable identification.
Return costs and refunds
The consumer bears the direct cost of returning the product, unless Supermaty.pl has expressly agreed to bear this cost or has failed to inform about such an obligation.
For mats, carpets, rolls, panels, profiles, bumpers, and other products that cannot be returned via regular mail due to their size or weight, shipping costs may require an individual quote. Customers can arrange the transport themselves or request a paid quote for collection.
Upon successful withdrawal, we will refund any payments received, including the cost of the cheapest standard delivery method offered for your order. We will not refund any additional charges resulting from selecting a more expensive delivery method.
Refunds will be made no later than 14 days after receipt of the declaration. We may withhold the refund until we receive the product or provide proof of shipment, whichever comes first.
Products made to measure and according to specifications
The right to withdraw from the contract may not apply in the case of a non-prefabricated product, manufactured according to the buyer's specifications or intended to meet his individual needs.
This applies in particular to mats and carpets cut or made to the specified dimensions, mats with an individual print or logo, products in a non-standard color, custom-made elements and products modified in accordance with the approved design.
Simply choosing a standard variant available in our regular offer does not automatically exclude the right to return. We evaluate each request based on the actual manufacturing and customization of the product.
Condition of the returned product
Consumers may inspect the product to the extent necessary to determine its nature, features, and operation. They should handle it as they would in a brick-and-mortar store.
The buyer is responsible for any reduction in value resulting from use of the product beyond the scope of necessary inspection. The product must be clean, complete, and securely packaged. The lack of original packaging does not in itself exclude the right of withdrawal, but the buyer is responsible for properly securing the shipment.
Complaint - non-conformity of the goods with the contract
When can you file a complaint?
The consumer may file a complaint if the product is inconsistent with the contract, for example if it does not correspond to the description, agreed parameters, quantity, quality, completeness, functionality or specific purpose accepted by the seller.
The seller is liable to the consumer for any lack of conformity discovered within 2 years from the date of delivery of the product , unless a longer expiry or liability period has been specified for the product.
What can a consumer demand?
First of all, the consumer may request:
- repair the product or
- replacement of the product with one consistent with the contract.
In cases provided for by law, the consumer may request a price reduction or withdraw from the contract, in particular if the lack of conformity is significant, repair or replacement is impossible, the repair or replacement has been refused or the product continues to be non-conforming to the contract.
How to file a complaint?
- provide your order number or other proof of purchase,
- describe in detail the identified non-compliance,
- indicate the date it was noticed,
- attach photos or video if they help assess the problem,
- specify your request: repair, replacement, price reduction or withdrawal,
- Do not return a large product before agreeing on a pickup method.
Costs and deadline for handling consumer complaints
A complaint regarding non-conformity of the goods with the contract may not involve the consumer incurring any costs of repair, replacement, labour, materials or reasonable transportation of the complained product.
In the case of large mats, carpets, boards, rolls or mounted items, please do not arrange your own shipment before agreeing on the method of delivery, inspection, dismantling or collection of the product.
We respond to consumer complaints within 14 days of receiving them . Failure to respond within the statutory deadline will result in the consequences specified in applicable regulations.
Damage to the shipment during transport
Upon receipt, please check the number of packages or pallets and the condition of the packaging. Any visible dents, tears in the foil, broken pallets, wetness, or missing items should be noted upon receipt and documented with photos.
If possible, a damage report should be prepared with the driver. The absence of a report does not automatically preclude filing a complaint, but the document can significantly facilitate the investigation of the transport process.
Check the delivery receipt policyWarranty and statutory complaints
If a product comes with a warranty, the buyer may exercise it under the terms specified in the warranty document. The warranty does not exclude or limit the consumer's rights arising from the seller's liability for non-conformity of the goods with the contract.
It is up to the consumer to decide whether the complaint is made on the basis of the warranty or the seller's statutory liability.
Returns and complaints from business customers
A customer making a purchase directly in connection with business or professional activity is generally not entitled to an automatic 14-day right of withdrawal.
A B2B customer may return a full-value product after prior arrangement and written approval by Supermaty.pl. Return eligibility may depend on the product type, condition, completeness, shipping costs, and resaleability.
B2B complaints are processed in accordance with the concluded contract, accepted offer, terms and conditions, warranty terms, and applicable provisions of the Civil Code. This does not limit the rights of the sole proprietor, who is entitled to consumer rights in a given transaction.
Frequently asked questions
Do I have to provide a reason for the return?
No. A consumer withdrawing from a standard online contract within the statutory period does not have to provide a reason.
Can I return a mat cut to size?
The right of withdrawal may be excluded if the mat has been cut or manufactured according to the buyer's individual specifications.
Is a receipt necessary for a complaint?
No. The purchase can also be proven by an invoice, payment confirmation, correspondence or other credible evidence.
Who bears the cost of a consumer complaint?
Reasonable costs of repair, replacement and transport of the product complained about due to non-conformity with the contract shall be borne by the seller.
Can a company return a product without a defect?
Standard B2B customers do not have an automatic right to return a product. Any return of a product requires prior individual approval.
Contact regarding returns or complaints
Planownia Sp. z o. o. — Supermaty.pl
ul. Karczówkowska 6, 25-019 Kielce
E-mail: biuro@supermaty.pl
Phone: 41 202 07 27
Opening hours: Monday–Friday, 8:00 a.m.–4:00 p.m.
Would you like to submit a return or complaint?
Please provide your order number, buyer information, a description of the issue, and photos of the product and packaging. For large items, please wait until we have agreed on a shipping method.
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