Complaints and returns

Complaints about products purchased in our online store

If the contents of the shipment do not match the order you placed (a product is missing or you received a different product than you ordered), or if after unpacking the package you found that a product is damaged or defective, you can easily and quickly file a complaint. Don't worry - you don't have to open the package in front of the courier - you have 7 days from receiving the order to report a complaint.

How to file a product complaint?

  1. Write to us at the e-mail address: e-sklep@krosno.com. Please include your order number in the subject line of the message. You can also use the "Reply" function for any notification from our store that you received for that order.

  2. In the body of the message, please include the following information:

    • Which product the complaint refers to
    • How many pieces of the given product are damaged/defective
    • If possible, attach a photo of the damaged/defective product
    • Provide us with your phone number, should we need additional information

  3. Wait for us to contact you. If it is necessary to report the complaint to the carrier or return defective products to our warehouse – we will contact you to discuss all the details.

Returns of products purchased in our online store

If you wish to return all or part of an order placed in our online store, you can do so within 14 days of receiving the shipment, without any consequences and without having to provide a reason. The condition for accepting a return is to provide unused goods with their original packaging. The shipment of returned goods is at the expense of the sender, by any carrier (courier, post office)

How to return goods?

  1. Send us an e-mail to: e-sklep@krosno.com. In the message, inform us of your order number and which products you wish to return.

  2. Pack the products you wish to return carefully to ensure they are not damaged during transport. You can use the collective carton in which you received the order, or any other.

  3. Attach a printed and completed product return protocol to the carton.

  4. On the carton, next to the delivery address, write your order number to which the return applies. This will greatly facilitate our work and speed up the processing time of your return.

  5. Send the shipment at your own expense, by any carrier to the address:

Krosno Glass S.A.
InPost Fulfillment Hala 11
Wola Bykowska 37,
97-306 Grabica

Note: We do not accept shipments sent cash on delivery or to parcel lockers/pick-up points.

We will refund the money within a maximum of 14 days from the day the shipment arrives at our warehouse, to the account you specified or – if you made the payment via DotPay or Twisto system – by the same method.




For certainty, for all matters related to complaints, please contact Our Customer Service Office: e-sklep@krosno.com or by phone at +48 668 105 746


Downloadable files:

Product return protocol e-shop KROSNO.pdf