Complaints and returns

Complaints about products bought in our online store

Perhaps your parcel does not match your order — something is missing, or you received a different product. Perhaps you unpacked it and found an item damaged or faulty. Either way, making a complaint is quick and easy. No need to open the parcel in front of the courier — you have 7 days from delivery to report it.

How to make a complaint

  1. Write to us at info@krosno.com, quoting your order number in the subject line. You can also simply use “Reply” on any notification email you received about the order.

  2. In your message, please include:

    • which product the complaint concerns
    • how many pieces are damaged or faulty
    • a photo of the damaged or faulty product, if possible
    • your phone number, in case we need further details

  3. Wait for us to get in touch. Should the claim need to go to the carrier, or the products back to our warehouse, we will contact you to arrange the details.

Returning products bought in our online store

You can return all or part of an order within 14 days of receiving it — with no consequences and no reason required. We accept returns of unused goods in their original packaging. Return shipping is at your cost, with any carrier (courier or post).

How to return an order

  1. Email us at info@krosno.com with your order number and the products you would like to return.

  2. Pack the products carefully, so they cannot be damaged on the way. The box your order arrived in works well — or use any other.

  3. Write your order number on the box, next to the delivery address. It makes our work much easier and speeds up your refund.

  4. Send the parcel at your own cost, with any carrier, to:

Krosno Glass S.A.
Langowski Logistics Hala C0, Rampa 55
Moszna-Parcela 29,
05-840 Moszna-Parcela

Please note: we cannot accept cash-on-delivery parcels or parcels sent to lockers and pickup points.

We refund your money within 14 days at most of the return reaching our warehouse. It goes to the account you give us — or, if you paid online, back by the same method.


To be safe, for anything related to complaints please contact our Customer Service team: info@krosno.com or +48 668 105 746