Warranty сlaims

WARRANTY CLAIMS

We want every product at NEWBORN K to meet the highest quality standards. But if something's not right — say, the product has a manufacturing defect or doesn't match its description — you have the right to file a warranty claim. This process works differently from a standard return, so we've explained it separately below.

WHAT'S THE DIFFERENCE BETWEEN A WARRANTY CLAIM AND A RETURN?

A return is your right to withdraw from a purchase within 14 days, no reason required, even if the product is in perfect condition. A warranty claim, on the other hand, applies when a product is defective, damaged, or doesn't match your order. You'll find our return policy on the Returns page — below is everything you need to know about warranty claims.

HOW MUCH TIME DO I HAVE TO FILE A WARRANTY CLAIM?

You have the right to file a claim for non-conformity of goods within 2 years of receiving the product. This is your statutory right as a consumer, and it applies whether you made your purchase online or at our physical store at ul. Krucza 2 in Warsaw.

HOW DO I FILE A WARRANTY CLAIM, STEP BY STEP?

Email us at info@newbornk.pl with your order number and a description of the defect, along with photos. You can also use our claim form, available [here / link to form].
We'll respond within 14 days of receiving your claim with our decision.
If your claim is approved, we'll let you know how to send the product back (or, if you're in Warsaw, you can bring it to the store in person).
Depending on the nature of the defect and your preference, we'll offer a repair, a replacement with a defect-free product, a price reduction, or a refund.

WHAT SHOULD I INCLUDE IN MY CLAIM?

To help us process your claim as quickly as possible, please prepare:

your order number or proof of purchase (receipt, invoice, or confirmation from your NEWBORN K account),
a description of the defect and the date you noticed it,
photos documenting the defect or damage,
your contact details and preferred way to receive our response.

Providing this information isn't mandatory to file a claim, but it does speed up the whole process significantly.

WHAT CAN I REQUEST AS PART OF MY CLAIM?

Under the law, you have the right to request:

a repair,
a replacement with a defect-free product,
a price reduction,
withdrawal from the purchase and a full refund, if the defect is significant or if a repair or replacement turns out to be impossible or excessively inconvenient.

The choice between a repair and a replacement is yours — unless your chosen option is impossible to carry out or would involve disproportionate costs compared to the alternative.

WHO COVERS THE COSTS RELATED TO A WARRANTY CLAIM?

If your claim is approved, NEWBORN K covers all costs related to the defective product, including the cost of sending it back to us.

HOW LONG WILL IT TAKE TO PROCESS MY CLAIM?

We respond to warranty claims within 14 days of receiving them. If we don't respond within that timeframe, the law considers your claim automatically approved.

CAN I FILE A CLAIM IF I BOUGHT THE PRODUCT IN-STORE?

Yes, the rules are exactly the same whether you purchased online or at our store at ul. Krucza 2 in Warsaw. You can file your claim by email or directly in person at the store.

OUT-OF-COURT DISPUTE RESOLUTION

If you disagree with our decision, you have the right to use out-of-court dispute resolution options, including the European Union's ODR platform (https://ec.europa.eu/consumers/odr) or the Provincial Trade Inspectorate (Wojewódzki Inspektorat Inspekcji Handlowej) relevant to your place of residence.

The rules above are based on applicable Polish consumer protection law. Full details can be found in our Store Terms & Conditions.