Returns, claims and guarantees

Name: Ogony
Address: ul. Bolesława Prusa 1, Mogilno, 88-300, PL
Telephone: +48 780 778 615

Every front you order from us is made to a specific size and in a specific colour. That changes the rules on returns, but it also gives us the confidence to take on the risk where it really hurts: fitting your IKEA cabinet and lasting in a kitchen.

Below you will find both: when a return is possible, what guarantees we give, and how to make a claim in practice.

Made-to-measure fronts cannot be returned

Fronts, mirrors and other products made to your specification (size, colour, finish, drilling) cannot be returned or cancelled once production has started. This follows from Article 16(c) of EU Directive 2011/83/EU, implemented in Article 38(3) of the Polish Consumer Rights Act: the right to withdraw from a distance contract does not apply to non-prefabricated goods manufactured to the consumer's specification.

The same applies to samples made in the colour and finish you choose.

We are not hiding this in the small print, because it is a real limitation. That is why, before production starts, we give you three ways to check your decision:

A front sample with free delivery. You check the colour in your own light, next to your own worktop. We deduct the sample cost from your order with code SAMPLE (orders over PLN 1000, ~ €250).
Confirmation before production. You receive a specification with every dimension. Production only starts once you say "go ahead".
Inspection before dispatch. We check every front before packing and ship it on an insured pallet.

Standard products: 14 days

Products that are not made to individual order can be returned within 14 days of delivery, without giving a reason. The goods must be unused, undamaged and in their original packaging.

To start a return, write to kontakt@ogony.pl. We will send back instructions and the address. Goods returned without prior notice will not be accepted. The buyer covers the cost of return shipping, unless the return results from our mistake.

IKEA fit guarantee

Has a front made to the confirmed specification failed to fit a standard METOD, FAKTUM, PAX, PLATSA or BESTÅ cabinet? We put it right at our expense.

What this means in practice: we take on the risk that the fronts arrive and do not fit. It covers dimensional fit and the hinge drilling positions.

Conditions:

the cabinet is standard and unmodified (factory IKEA dimensions),
the dimensions come from the specification you confirmed before production,
the guarantee does not cover cases where the dimensions you gave and confirmed were wrong.

In that last case, get in touch anyway. We do not leave people with unusable fronts: we will price a correction at cost, or suggest how to salvage the situation.

5-year moisture resistance guarantee

A kitchen is the most demanding place in the home for a furniture front: steam from pots, condensation above the dishwasher, water spilled by the sink. We give a 5-year guarantee that the front will withstand it.

The guarantee covers:

swelling and delamination of the board under normal kitchen use,
the lacquer or veneer lifting, cracking or peeling as a result of steam and moisture,
the front's edges opening up under the same conditions.

The guarantee does not cover:

flooding, constant contact with water, and installation in permanently humid rooms (for example an unventilated bathroom or a laundry room),
water left standing on the front instead of being wiped off,
damage occurring after the coating or edge has been damaged mechanically, letting moisture in,
installing the front directly above a source of steam without ventilation, or near heat sources contrary to IKEA's instructions,
the natural change in veneer shade caused by sunlight.

The guarantee requires use in line with the care instructions: clean with a soft, slightly damp cloth, without abrasives, alcohol or acetone.

The guarantee runs from the delivery date. Under the guarantee we either repair the front or make a new one. The choice is ours and depends on the nature of the defect.

Your statutory rights

The guarantees described above are voluntary and we give them on top of what the law already grants you. They do not exclude, limit or suspend your rights in respect of goods not conforming to the contract.

Regardless of the guarantee, we are liable to consumers for lack of conformity of the goods with the contract for 2 years from delivery, on the terms set out in the Polish Consumer Rights Act. You may rely on those rights instead of the guarantee, or alongside it.

How to make a claim

Write to us at kontakt@ogony.pl or call +48 780 778 615.
Give your order number and describe what is wrong.
Attach photos. A general shot of the front and a close-up of the defect. For transport damage, also a photo of the packaging and the pallet.
Wait for our reply. We review claims within 14 days and reply to the email address given in the claim.

If the claim is justified, we repair, replace or refund. Do not send anything back before we get in touch. First we agree what exactly needs to happen.

Transport damage

Check the delivery on arrival, while the courier is still there. If you see damage to the packaging or the front, report it to us immediately, ideally within 7 days of delivery. Photos of the packaging and the pallet speed things up considerably.

Fronts travel on an insured pallet. Transport damage is our problem, not yours.

Out-of-court dispute resolution

If you disagree with our position, you have the right to use out-of-court methods of handling complaints and pursuing claims, including mediation at the regional inspectorates of the Trade Inspection and help from the district or municipal consumer ombudsman. Details are available on the website of the Polish Office of Competition and Consumer Protection: uokik.gov.pl.