At Fluo Dog, we make every effort to ensure fast delivery of orders and the highest quality of our products. Below you will find information regarding available delivery methods and complaint procedures, guarantees, and warranties available to our customers.
Product Quality Guarantee
We provide a 2-year warranty on all our products. This means that if within 24 months of purchase the product reveals manufacturing defects or is damaged due to reasons inherent in the product, you have the right to have it repaired, exchanged for a new one, or refunded. The warranty covers defects caused by the manufacturer or seller and is executed at no cost to the customer.
To take advantage of the warranty, please contact us via email at [email protected] or by mail at: Fluo Dog, ul. Leona Wyczółkowskiego 79, 65-140 Zielona Góra. Please describe the noticed defect in detail and provide the order number or other information that allows us to identify the transaction. After receiving your notification, we will instruct you on the next steps (e.g., returning the product to us). The warranty is granted independently of the rights arising from the warranty – using the warranty does not exclude or limit your rights under applicable regulations (consumer warranty).
Complaints and Warranty
If the purchased product does not meet your expectations due to a physical or legal defect, you have the right to file a complaint based on warranty (statutory liability of the seller for defects). Under consumer warranty, you have the right to request the repair of the product, exchange for a new item, price reduction, and in certain cases – withdrawal from the contract (i.e., refund).
The warranty liability period is 2 years from the date of product delivery for customers who are consumers. The seller is responsible for defects existing at the time of product delivery or resulting from reasons inherent in the product during this period. We are obliged to provide you with a product free of defects – however, if this does not happen, we bear full responsibility in accordance with the provisions of the Civil Code.
Filing a complaint: You can file a complaint in any form, for example, by sending us an email at [email protected] or by mail at: Fluo Dog, ul. Leona Wyczółkowskiego 79, 65-140 Zielona Góra. In the content of the complaint, describe the identified defect (type, when it appeared) and indicate your request (e.g., repair, exchange, refund). Providing this information is not mandatory, but it will facilitate the consideration of your case. Please also remember to provide contact details and the order or invoice number.
Process of the complaint procedure: After receiving your complaint, we will promptly consider it. You will receive a response to the complaint within 14 calendar days from the date of submission. If we do not respond within this period, according to the law, it means that we have accepted the complaint as justified and will fulfill your request.
In the event of accepting the complaint, all costs related to returning the defective goods to us and shipping the repaired or new product are borne by the Seller. This means that the customer will not incur any transport costs related to the complained product (this applies to consumers). If the nature of the defect prevents the product from being returned in the usual way (e.g., due to size or assembly of the product), we will individually determine the method of picking it up from you at our expense.
We remind you that regardless of the complaint procedure, consumers have the right to withdraw from the sales contract within 30 days without giving a reason (which we discuss in more detail in the section Returns). The above complaint procedure applies to situations where the product is defective or not in accordance with the contract.
Order Delivery
We carry out deliveries within Poland and abroad. We cooperate with trusted carriers to ensure that your order arrives quickly and safely.
Full information about available shipping methods, costs, and thresholds for free shipping can be found on the Order Shipping page.
Detailed conditions for the execution of deliveries are also specified in the Regulations (§5).