COMPLAINTS TERMS AND CONDITIONS – FLID DELIVERY

Effective from 10 February 2026

I. SCOPE

1. These Terms and Conditions set out the rules for submitting and handling complaints in the Flid-delivery.pl Store.

2. The basis of the Seller’s liability is lack of conformity of the Goods with the Agreement in accordance with the Act on Consumer Rights.

II. NATURE OF FRESH PRODUCTS

1. Fresh products may show natural differences in colour, size, shape or degree of ripeness.

2. Natural characteristics typical for a given product/species do not constitute a defect.

3. A complaint does not cover deterioration of quality resulting from improper storage after delivery.

III. TIME OF QUALITY ASSESSMENT

1. The Seller’s liability concerns the condition of the Goods at the moment they are handed over.

2. It is recommended to assess quality on the delivery day.

3. For perishable products, it is recommended to submit a complaint on the day of receipt or immediately after the non-conformity is identified.

IV. GROUNDS FOR A COMPLAINT

A complaint may be accepted in the case of:

• delivery of a product not consistent with the order,
• material spoilage at the time of delivery,
• visible damage occurring before handover.

V. METHODS OF SUBMITTING A COMPLAINT

A complaint may be submitted:

• by e-mail: info@flid-delivery.pl
• by phone: +48 798 416 042
• in writing to the Seller’s registered office address

In the case of a phone complaint, the Seller may request that photographic documentation be sent electronically in order to handle the complaint efficiently.

A complaint should include:

• the Consumer’s first and last name,
• the order number,
• a description of the non-conformity,
• the requested remedy (replacement / price reduction / withdrawal).

VI. HANDLING OF COMPLAINTS

1. The Seller responds within 14 days.

2. As a first step, the Consumer may request replacement or a price reduction.

3. In the case of a material non-conformity, withdrawal from the Agreement is possible.

4. The Seller bears the costs of collecting Goods that are not in conformity with the Agreement.

VII. ABUSE

1. In the event of repeated, obviously unfounded complaints, the Seller may refuse to fulfil subsequent orders, while respecting the Consumer’s rights.

2. Each complaint is considered individually.

VIII. FINAL PROVISIONS

1. These Terms and Conditions do not exclude or limit the Consumer’s rights arising from provisions of law.

2. In matters not regulated herein, the provisions of the Act on Consumer Rights and the Polish Civil Code shall apply.