Complaints
Aleksandra Billi is responsible for performing services properly and for the items entrusted to her. This page explains how to complain. It does not limit your rights.
Your rights
If items were not washed as confirmed, were damaged, or something is missing, you can complain. Please check your items on delivery and report problems as soon as possible — ideally within 7 days, before the items are used or washed again. You can also complain later within the periods set by law.
How to complain
Email [email protected], come to the drop-off point at ul. Pomorska 27, unit 3, or write to Aleksandra Billi, ul. Pomorska 27, unit 3, 50-216 Wrocław, Poland. Please include:
- your name and contact details,
- the order date or Confirmation number,
- what the problem is — photos help a lot,
- what you would like us to do.
Please keep the item in the condition you received it until the complaint is resolved.
When we reply
We reply within 14 days of receiving your complaint. If a Consumer's complaint is not answered within that time, it is deemed accepted.
How we put things right
- Re-washing — free of charge, with pickup and delivery at our cost.
- Price reduction or refund — if re-washing will not help or you do not want it. Refunds within 14 days, by the same payment method and in the same currency.
- Compensation — for an item lost or damaged through our fault, under section 12 of the Terms.
Out-of-court dispute resolution
If we cannot reach agreement, as a consumer you may use out-of-court options:
- the regional (voivodeship) Trade Inspection — mediation and a permanent consumer arbitration court,
- your county or city consumer ombudsman — free advice and assistance,
- the Office of Competition and Consumer Protection (UOKiK) — list of authorised bodies at uokik.gov.pl,
- consumers from other EU countries — the European Consumer Centre Poland (konsument.gov.pl).
Using these options is voluntary for both parties.