Returns and complaints

PATON Europe Sp. z o. o. is the official representative for the products in its offer and is responsible for the warranty of each product (terms are specified in the warranty card). Warranty claims can be submitted at our official service centre as indicated on the warranty card.

For complaints regarding quantity or quality, it is recommended to prepare a damage report in the presence of the delivery person.

The complaint procedure depends on the legal basis chosen by the customer:

• Manufacturer’s warranty (processing and resolution within the timeframe and terms specified in the warranty card),
• Seller’s liability for defects (procedure in accordance with the Act of May 30, 2014, on Consumer Rights).

The seller is responsible for physical defects of the purchased product under the terms of the Act of May 30, 2014, on Consumer Rights.

Complaints related to violations of consumer rights should be sent to: sale@paton.uk

We commit to resolving each complaint within 14 days. If additional time is needed, the customer will be informed of the new expected resolution date. Note that the complaint resolution period (14 days) is different from the implementation period.

If the complaint is rejected, the customer will be notified in writing within 14 days with a justification. If no response is given within this timeframe, the complaint is deemed accepted and will be processed.

Consumer rights violations can be reported to the Consumer Ombudsman:

• in person,
• In writing by post,
• Or electronically via the ePUAP platform.

To receive legal assistance or advice, all relevant documents (agreements, invoices, warranty cards, receipts) must be provided.

To start the complaint procedure, please download, complete, and submit the special complaint form by one of the following methods:

1. Send a scanned copy by email to: sale@paton.uk
2. Send by post to: PATON Europe Sp. z o. o., ul. Kapitałowa 4, 35-213 Rzeszów
3. Deliver in person to our store at: PATON Europe Sp. z o. o., ul. Kapitałowa 4, 35-213 Rzeszów
4. Complaint Protocol MasterWeld
5. Online Store Returns
6. Every customer has the right to withdraw from a distance contract within 14 days without giving a reason (calculated from the day the product or its last component is received).
7. To withdraw from the contract, please complete the Withdrawal Form and send it to: sale@paton.uk
8. The provided form is not mandatory — any other clear declaration of withdrawal is acceptable
9. To meet the withdrawal deadline, it is sufficient to send the withdrawal notice before the deadline expires.
10. Withdrawal Form Template
11. Alternative Dispute Resolution (ADR) Methods. Consumers can use alternative dispute resolution methods for complaints and claims. To choose an amicable resolution of disputes concerning online purchases, consumers can submit their complaints via the EU ODR platform at: http://ec.europa.eu/consumers/odr/