Returns and complaints

Complaints - when a customer receives a defective product

All goods sold by the Seller are covered by the Manufacturer's warranty. The customer shall send back the product under warranty to Matterhorn at his own expense to the address: Matterhorn Moda Sp. z o.o., 51 Katowicka Street, 41-400 Mysłowice, Poland. The seller shall forward the goods to the Manufacturer. The processing time of the complaint depends solely on the Manufacturer. Warranty details for individual product brands are available in the warranty cards or on the website of the Manufacturer.

According to Article 558 § 1 of the Civil Code of the Republic of Poland, the Seller's liability under the warranty for defects in goods is excluded. This means that any further complaint procedure is a matter between the Manufacturer and the Buyer.

Complaints - what if we make a mistake

Matterhorn is responsible for mistakes related to the shipment of the order. In this case, please send the product back to the Matterhorn wholesaler. After receiving the product, we will resend the correct product to the indicated address at Matterhorn's expense.

Complaints - when a package arrives at an incorrect address

We ship the goods to the destination address you specify. We make every effort to pre-verify the correctness of the addresses provided and often ask you to check them again if we have doubts about their accuracy. In the event that the destination address turns out to be incorrect and the package comes back to us, we are only responsible for such a situation if there was a mistake on our part in providing the address information to the courier. If the package comes back to us because of an incorrect address or the customer's failure to pick it up, we will charge a €5 package return fee. This is the amount that Matterhorn must pay to the courier companies for returning the package.

Returns

Remember that Matterhorn Wholesale is a site for B2B transactions and does not include retail. Therefore, return rights are limited by rules and consumer law provisions do not apply.
. Returns of goods that are not the result of a claim are an additional service that we must activate in advance for your account. See the terms and conditions for returns in the "Returns of goods" section for details.
If you do not have merchandise returns enabled, we will ship back any returned merchandise at your expense to your premises or back to your customer, depending on your decision.