Complaints

To make the process easier and faster, please follow the steps below:

1. Submitting a complaint

We accept complaints exclusively by email at: sklep@m-pole.pl

2. Information required to submit a complaint

In order for us to process your request effectively, please provide:

• full name from the order
• phone number from the order
• order number
• email address
• a detailed description of the issue

3. Technical issues (e.g. poles)

If the complaint concerns a pole or technical matters, we forward the request to the appropriate technical specialist. We often ask for photos or videos showing the issue — these can be attached directly to the email, which helps speed up the resolution.

4. Complaint response

We send our response by email to the address provided in the complaint.

Shipping costs

• The cost of returning the product is usually covered by the buyer.
• If the complaint is accepted, we refund the shipping cost.
• If the complaint is accepted before the product is returned, we arrange collection of the goods at our expense.

Therefore, prior email contact before returning the product is very important.

In most cases, the issue results from incorrect installation — approximately 90% of cases are resolved without returning the product, solely through contact with us.

Addresses for complaint returns and refunds

MATS

FOLDABLE POLES

Small parcels (hammocks, silks, hoops)

Technical support

For technical matters, please contact us via WhatsApp: 796 281 960