The following rules apply to the handling of complaints General conditions of responsibility for defects in goods.
Guarantee submission process
Report the defect to us
Complete the warranty form
Send us the defective product
View the status on your account
Result of the notification
Step 1. Report the defect to us
When you notice a defect, please contact ASTOR's Warranty Department by phone +48 12 428 63 57 or e-mail firstname.lastname@example.org.
Step 2. Complete the warranty form
Once the complaint is submitted, ASTOR Warranty Department will confirm registration of the complaint in the system by sending a return e-mail with a warranty form. The form contains a unique complaint number. You will be asked to fill in the form with, among other things, contact details, shipping address and a description of the fault.
Step 3. Send us the defective product
Send the defective product to us. Please send the parcel to: ASTOR, 29 Smoleńsk Street, 31-112 Kraków.
Step 4. View the status on your account
We have 30 days to process your complaint, but of course we try to complete it as quickly as possible. You can check the status of your claim online via your customer account.
Step 5. Result of the notification
Once your complaint has been processed, you will receive an e-mail from us informing you of the final outcome of your application.