Complaints

If the product is damaged, defective, incomplete or not in accordance with the order, write to shop@tortli.com. Provide the order number, describe the problem and attach photos, if you can. The absence of photos does not deprive you of the right to make a complaint. You may also send your complaint by post to PSM GROUP sp. z o.o., ul. Komunalna 3, 37-403 Pysznica, Polska.

We will confirm receipt of your complaint and inform you of the next steps. We handle complaints in accordance with applicable regulations and respond within the time limit required by them. If the product is needed for assessment, we will arrange how it is to be provided. In the event of a justified complaint, the costs of bringing the product into conformity with the contract shall be borne by the seller.

Depending on the circumstances and applicable law, you may request repair or replacement of the product and, where regulations provide for it, also a price reduction or withdrawal from the contract. Personalization of the product does not exclude rights related to a defect or non-conformity with the contract. Rights arising from the statute are available regardless of any warranty.