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BOL-MET Sp. z o.o. · Rogowo 69, 87-515 Rogowo · 507 440 718 · kontakt@bol-met.pl · https://bol-met.pl

Returns and complaints

This translation is provided for information only. The Polish version of this document is the binding one.

Version 2. In force from 5 August 2026. Supplements the terms and conditions.

Withdrawal from the contract within 14 days

The right of withdrawal belongs to consumers and to sole traders buying outside their own professional field. It does not belong to companies, municipalities, schools or other entities buying in connection with activity of a professional nature.

Whether the purchase is of a professional nature is assessed against the scope of activity entered in the Polish register of sole traders (CEIDG). The owner of a guest house or a hairdressing salon buying a carousel usually does have that right. A company that builds playgrounds does not.

The period is 14 days from the day you take possession of the unit. You do not have to give a reason. It is enough to send a declaration to kontakt@bol-met.pl or by post to the registered office. What counts for the deadline is the date the declaration was sent.

Template declaration

You can simply copy this out and send it by email:

I hereby withdraw from the contract for the sale of the following goods:
[name of the unit]
Order number: [number]
Date received: [date]
Name and address: [details]
Bank account number for the refund: [number]

What we refund and by when

  • We refund all payments received, including delivery costs. For delivery within Poland delivery is free, so in practice this is the price of the unit. For a shipment to the Czech Republic or Slovakia we also refund the transport surcharge.
  • Deadline: 14 days from receipt of the declaration. We may withhold the refund until we receive the unit or proof that it has been sent back, whichever comes first. So sending us the proof of posting is enough.
  • The money goes back the same way it came, unless we agree otherwise.

Who pays for sending it back

  • The Buyer bears the cost of sending the unit back, which is around 600 zł. This is not an ordinary parcel: the unit is oversized and does not fit on a pallet, so carriage is handled only by DHL. The amount is indicative and depends on the collection address, so write to us before you send anything back and we will help arrange the transport.
  • You are liable for any reduction in the value of the goods resulting from using them beyond what is needed to establish their nature, characteristics and functioning. A unit that has been assembled and set in concrete cannot be returned intact.

Colour choice and the right of withdrawal

Choosing a colour from the standard palette takes nothing away. In that case we do not rely on Art. 38(1)(3) of the Polish Consumer Rights Act (ustawa o prawach konsumenta), and you keep the right of withdrawal on the ordinary terms.

It is different if you ask for a shade outside the palette, for example a specific RAL code written in the notes. A unit like that is made to your specification and the right of withdrawal may then not apply. We will tell you so clearly before production starts and wait for your confirmation. If we do not, the right of withdrawal stays.

Assembly by our crew

Assembly is a service, so it follows separate rules. If you ask the crew to come out before the 14 days are up, which with a lead time of 7 working days is usually how it falls, and the assembly is carried out in full, the right to withdraw from the assembly contract expires. Where assembly was carried out in part, you pay proportionately for what was done up to the moment of withdrawal. We will remind you of this before the crew sets out.

Complaints: when the unit does not conform to the contract

If you are a consumer or a sole trader buying outside your own professional field, we are liable for a lack of conformity of the goods with the contract for 2 years from delivery. During those 2 years it is for us to show that the defect arose later, not for you to show that it was there from the start. Other Buyers are covered by the statutory warranty for defects (rękojmia) under the Polish Civil Code, also for 2 years.

  1. First you can ask for repair or replacement. The choice is yours.
  2. If repair or replacement is impossible, if we refuse it, do not carry it out within a reasonable time, or if the defect comes back, you can ask for a price reduction or withdraw from the contract. Withdrawal is not available where the defect is immaterial.
  3. The costs of repair, replacement, removal, transport and reinstallation are on us.
  4. The units are heavy, so if sending one back would be excessively difficult, we collect it at our own cost.

How to report it: an email to kontakt@bol-met.pl or a letter to the registered office. Give the order number, a description of the defect, photographs and what you expect. We reply within 14 days. If we do not reply within that period, the complaint is deemed to be justified.

Manufacturer's warranty

Separately from all of the above, we give a 2-year manufacturer's warranty against defects in materials and workmanship. It does not cover damage from incorrect assembly, vandalism or natural wear, and cover under the warranty is conditional on assembly in accordance with the manual and on inspections being carried out under the PN-EN 1176-7 standard.

The warranty takes nothing away from you. It does not exclude, limit or suspend the rights described above; you decide which route to take. Even where the warranty conditions are not met, the statutory liability remains.

Damage in transit

Check the consignment while the courier is there. If you can see damage to the packaging or to the unit, draw up a damage report with the courier and let us know straight away, by email or by phone. The report speeds the whole thing up considerably, because without it the carrier can dispute the claim.

No report does not sink the claim. If you are a consumer or a sole trader buying outside your professional field, the risk of damage in transit is on us right up to the moment the courier hands the consignment to you. Report damage noticed after unpacking in the normal way: photographs and an email. We do not leave cases like that hanging; we have sent a replacement part out the next day before now.

Out-of-court dispute resolution

A consumer may use the free help of the district or municipal consumer ombudsman, apply for mediation to the provincial inspectorate of the Trade Inspection (Inspekcja Handlowa), or refer the matter to the permanent arbitration court attached to that inspectorate. The information is gathered on the pages of the Office of Competition and Consumer Protection (uokik.gov.pl). Using these routes is voluntary for both parties.

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