The customer has the right to file a complaint in the following cases:
a) if the product received does not match the order;
b) if a manufacturing defect is found that prevents the product from being used for its intended purpose;
c) if the product is damaged during courier delivery;

If a defect is found in the product, the buyer is required to immediately notify the seller, secure the product, and refrain from assembling it.

Complaints regarding mechanical damage incurred during shipping must be reported immediately upon receipt of the package, along with a damage report issued by the courier.

Complaints may be submitted via email to bk@bk.pl. The submission must include:

proof of purchase (invoice, receipt) or order number;

first and last name or company name;

a description of the problem;

attach the warranty card with a legible signature and the date confirming that you have read the assembly and user instructions for BK Barbecue concrete grills/fireplaces;

attach photos showing the defect or damage;

The claim will be processed within 28 business days of receiving the complete submission. If any formal requirements are missing, the customer will be asked to provide the missing information.

If the complaint is accepted, the guarantor will:

repair the product, or

replace the damaged part with a new, defect-free one, or

offer a partial or full refund depending on the situation, or

propose another, previously agreed-upon method of compensation.

Translated with DeepL.com (free version)

If goods are returned as part of an approved complaint, BK Barbecue will cover the shipping costs, provided that the method and terms of shipment have been agreed upon in advance.

If the aforementioned product is returned, the buyer is required to return the product complete and in packaging that ensures safe transport. Dirty or improperly secured items will not be accepted.

Final Provisions

The Seller reserves the right to amend these Terms and Conditions. The new Terms and Conditions take effect upon publication on the website.

Any disputes shall be resolved by the court having jurisdiction over the Seller’s registered office.