Footwear purchased from our store is covered by a 24-month manufacturer's warranty from the date of sale. To file a complaint about a purchased product, first send us photos of the defect/damage via email to: sklep@botimo.pl. Please include "COMPLAINT" in the email subject line to speed up the review process. Send the defective product back to us along with the complaint form.
Please pack the shipment using the same box in which it was delivered (we promote a closed-loop packaging system) and send it to the following address:
BOTIMO Sp. z o.o.
Stanisław Dolny 312A
34-130 Kalwaria Zebrzydowska
Please note that we do not accept cash-on-delivery shipments or packages sent to pickup points (such as parcel lockers).
Follow the instructions below:
Prepare the package
Carefully pack the product in a box, print, and attach the completed complaint form to the shipment.
Send the package to our address
Remember, we do not accept cash-on-delivery shipments or those sent to pickup points (such as parcel lockers).
Wait for the decision
The complaint will be processed within 14 days from the date of receiving the defective footwear. Once reviewed, we will inform you of our decision.
Remember that Botimo footwear is made exclusively from natural full-grain, suede, nubuck, and patent leathers, and therefore requires proper care and regular maintenance.
Footwear with a leather lining, without lining, or with a leather insole may stain, which is not considered a defect. Keep in mind that the Seller is responsible under warranty only for defects that existed at the time the risk passed to the Consumer or resulted from a pre-existing cause within the product. The Seller is not responsible for mechanical damages, improper use, lack of maintenance, or incorrect maintenance. Additionally, the Seller is not liable for normal wear and tear (e.g., soles, heels, linings) or damage resulting from abrasion (e.g., soles or shoelaces). Furthermore, the Seller is exempt from liability under the warranty if the Buyer was aware of the defect at the time of purchase.
- PRODUCT COMPLAINT
- The basis and scope of the Seller's liability to the Customer, in case of a physical or legal defect (warranty), are defined by applicable legal regulations, particularly the Civil Code (Articles 556-576 of the Civil Code).
- The Seller is obliged to provide the Customer with a defect-free Product.
- A complaint can be submitted by the Customer in writing to the address: Stanisław Dolny 312A, 34-130 Kalwaria Zebrzydowska; or electronically via email to: sklep@botimo.pl.
- It is recommended that the Customer provide the following details in the complaint description: (1) information about the defect, including its type and date of occurrence; (2) the requested resolution (repair, replacement, price reduction, or contract withdrawal); and (3) contact details. These recommendations are not mandatory but will help speed up the complaint process.
- The Seller will respond to the complaint promptly, no later than 14 calendar days from the date of submission. If a consumer Customer requests a replacement, repair, or price reduction and the Seller does not respond within 14 days, the request is considered accepted.
- A Customer filing a warranty claim must return the defective Product to: Stanisław Dolny 312A, 34-130 Kalwaria Zebrzydowska. If the Customer is a consumer, the Seller covers the return shipping cost.
- According to Article 558 § 1 of the Civil Code, the Seller’s liability for warranty claims is excluded for non-consumer Customers.
- OUT-OF-COURT COMPLAINT AND CLAIM RESOLUTION METHODS AND ACCESS RULES
- Detailed information on alternative dispute resolution (ADR) for consumer complaints and claims can be found on the website of the Office of Competition and Consumer Protection: https://uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich.php.
- A contact point at the Office of Competition and Consumer Protection (phone: +48 22 55 60 333, email: kontakt.adr@uokik.gov.pl, address: Pl. Powstańców Warszawy 1, 00-030 Warsaw) provides assistance with consumer dispute resolution.
- Consumers can use the following alternative dispute resolution methods: (1) arbitration by a permanent consumer arbitration court (more info); (2) dispute mediation through a provincial Trade Inspection Authority; or (3) assistance from a consumer protection organization, such as the Polish Consumers Association (email: porady@dlakonsumentow.pl, helpline: 801 440 220).
- An online dispute resolution platform (ODR) is available at: http://ec.europa.eu/consumer/odr. The ODR platform provides a multilingual and interactive service for resolving consumer disputes related to online sales or service agreements.