Warranty and Complaints at cleanchimney.eu Store
We make every effort to offer only high-quality chimney cleaning equipment that works well in both domestic and professional applications. We cooperate with trusted suppliers, and the products we offer are regularly used and tested by us. However, if the purchased product turns out to be defective or not in conformity with the contract, you have the right to submit a complaint. We are here to resolve any issue quickly and efficiently.
1. Liability for conformity of goods with the contract
All products offered in the cleanchimney.eu store are covered by the seller’s liability for lack of conformity of the goods with the contract in accordance with applicable European Union law and the laws of the consumer’s country in which the purchase was made.
For consumers, the liability period is 2 years from the date of receipt of the product.
2. Scope of complaints
A complaint may be submitted if the product:
- has a manufacturing defect
- is damaged
- does not work as intended
- does not match the description or order
A complaint does not cover:
- natural wear and tear of the product resulting from normal use
- mechanical damage caused by the user
- improper use of the product inconsistent with its intended purpose or instructions
3. Transport costs
The costs of returning a product under complaint are determined individually depending on the type of product, country of delivery and the nature of the claim. If the complaint is accepted as justified, the customer does not bear reasonable costs related to the complaint process.
In some cases, we may ask for photos or a video showing the product defect, which may allow the issue to be resolved without the need to return the goods.
4. Seller details
The entity responsible for handling complaints is:
FHU Krzysztof Burdzań
ul. Studenta Henryka Żelezika 13
23-400 Biłgoraj
Poland
NIP: 9181662234
5. Complaint submission deadline
A complaint should be submitted immediately after noticing the problem. Complaints regarding product defects are accepted within 2 years from the date of delivery of the shipment.
6. Complaint handling time
Complaints are processed within up to 14 calendar days from the date of receipt of the request. In most cases, we respond much faster.
If it is necessary to deliver the product for complaint handling, the customer will be informed about this via email.
7. Possible complaint solutions
If the complaint is accepted as justified, the customer may receive:
- free repair of the product
- replacement of the product with a new one
- price reduction
- full refund – if the defect is significant or repair/replacement is not possible
The method of resolving the complaint depends on the type of defect and applicable consumer law regulations.
8. How to submit a complaint?
To submit a complaint:
- Send a message to: info@cleanchimney.eu
- Provide your order number or invoice number
- Describe the problem and product defect in detail
- If possible, attach photos or a short video showing the issue
- Write what solution you prefer (repair, replacement, refund or price reduction)
9. Contact and support
If you have any questions regarding complaints or warranty, please contact us:
E-mail: info@cleanchimney.eu
Phone: +48 578 737 016
We always strive to find a quick and satisfactory solution for our customers throughout Europe.