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Complaints & Returns

Complaints and Returns

Complaints

  1. You have the right to file a complaint at any time. TOKKO undertakes to consider it within 14 days from the date of receipt of the complaint.
  2. Complaints can be submitted:
    a) by means of a postal operator by sending the notification to the address: 85 Romana Dmowskiego Street, 60-204 Poznań,
    b) by e-mail to: contact@tokko.design,
    c) by phone at: +48 571 347 900.
  3. In the complaint notification you should provide: your name and surname, contact details (including e-mail address) regarding the complaint, indicate the product/service to which the notification applies, as well as the reason for the complaint with a description.
  4. If TOKKO does not respond within 14 days from the date of receipt of the notification, it is considered to have acknowledged the complaint.
  5. TOKKO will respond to the complaint by e-mail. If you do not have an e-mail address or do not indicate one, the response will be sent in paper form to the mailing address you provided, or in the absence of such an address to the address to which the product was delivered.
  6. You have the right to file an appeal within 14 days of receiving the response to the complaint. The appeal should be sent by e-mail to contact@tokko.design,lub by postal operator to the address: 85 Romana Dmowskiego Street, 60-204 Poznań.

Exclusion of the right to withdraw from the Contract

  1. TOKKO offers only the sale of custom-made furniture - i.e., non-prefabricated products. TOKKO does not stock ready-made furniture for immediate shipment. After the customer selects a particular product and fabric color in the online store, TOKKO then, only proceeds to make the order.
  2. Please be advised that in the case of non-prefabricated products, in accordance with Article 38(3) of the Law of May 30, 2014 on Consumer Rights, you do not have the right to withdraw from a contract concluded remotely.
  3. Bearing in mind that you do not have the right to withdraw from the contract within 14 days, without giving a reason, pursuant to Article 27 (1) of the Law of May 30, 2014 on Consumer Rights, please shop thoughtfully. It is possible to order fabric samples before making a final decision on the purchase of a piece of furniture. If you would like to order fabric samples, please contact us by email at contact@tokko.design.