Refund & Claims Policy (B2B Only)
1. B2B Transactions Only
DeFelt Sp. z o.o. sells products exclusively to business clients (B2B). By placing an order, the Customer confirms that the purchase is made in the course of business activity. Consumer purchases are not supported via this website.
2. Made-to-Order and Raw Material Products
Most products offered by DeFelt are:
- manufactured to order,
- custom-cut,
- personalized,
- or supplied as raw PET felt panels.
Due to the industrial and customized nature of the products, commercial returns are not accepted. There is no right of withdrawal.
3. No Commercial Returns
Returns without cause (e.g. change of mind, over-ordering, project cancellation, color preference change) are not accepted. Orders cannot be cancelled once production has started.
4. Claims – Manufacturing Defects Only
Claims are accepted only in the following cases:
- manufacturing defect,
- product materially inconsistent with confirmed order,
- documented transport damage.
Natural material variations (color tone, fiber structure, texture differences between batches) do not constitute defects.
5. Transport Damage
The Customer must inspect the shipment upon delivery. Transport damage must be:
- reported within 7 calendar days,
- documented with a damage report signed by the carrier,
- supported by photographic evidence.
Failure to comply may result in claim rejection.
6. Claim Procedure
Claims must be submitted to: claim@defelt.com
The claim must include:
- invoice number,
- product reference,
- description of defect,
- photos,
- delivery date.
7. Recognition of complaints
If a claim is approved, DeFelt may:
- repair product.