General Terms and Conditions of Sale

DEFINITIONS

• DOK - Customer Service Department

EXCHANGE OF INFORMATION

Please send any correspondence, questions or comments regarding order fulfillment to the AYALA SA Customer Service Department:

CENTRAL

+48 694 233 000

§ 1. PLACING ORDERS

AYALA SA sells its products, the standard assortment of which is included in the current price list, based on orders confirmed for execution by DOK.

Orders must be submitted in writing to the appropriate DOK.

• Orders are accepted from Monday to Thursday from 8:00 a.m. to 4:00 p.m., and on Fridays from 8:00 a.m. to 3:00 p.m.
• Orders placed for 48H assortment, paid for after 10:00, are fulfilled from the next day. (Table no. 1)
• Each order should contain the data required for its proper processing:
  • Order date and delivery address
  • Invoice details with current tax identification number
  • Name, surname and telephone number of the person responsible for receiving the goods
  • Information regarding non-standard delivery conditions (hours, logistical constraints, etc.)
  • In the case of custom-made furniture: identification of imitation leather, furniture board, varnish or stain, type of base, colour of bowl, etc.
  • In the case of furniture from the 48H offer: type of assortment, imitation leather colour, type of base or colour of bowl

Failure to provide complete information will prevent the order from being fulfilled.

Changes or cancellations of orders can only be made via e-mail.

• Changing your order may require changing the previously confirmed delivery date.
• Changes/cancellation of orders for made-to-order goods must be approved by DOK.
• The Ordering Party shall bear the costs incurred by the Seller (materials, workmanship) in the event of a change/cancellation of the order during its execution.
• AYALA SA shall not be liable for any errors made by the Ordering Party in the orders; any costs incurred shall be borne by the Ordering Party.
• AYALA SA reserves the right to refuse to process an order in the event of exceeding the credit limit, overdue payments, lack of a deposit or lack of data required in § 1.

§ 2. PROCESSING OF DELIVERIES

AYALA SA organizes deliveries of ordered products as soon as possible.

• Paid delivery to the wholesaler's headquarters or a specified address in Poland.
• AYALA SA does not provide furniture delivery services.
• AYALA SA strives to achieve 100% of deliveries on time, except for circumstances beyond its control (weather conditions, road traffic, etc.).
• In cases of force majeure or failure, the deadline may change.
• Deliveries require the vehicle to be accessible; the carrier may refuse access if there is a risk of damage.
• The buyer is obliged to accept the delivery and confirm the condition of the shipment on the transport document.
• In the event of damage by courier, a damage report should be prepared; if this is not possible, it should be reported to the DOK immediately.

Table No. 1. AYALA SA delivery costs

* The time given is approximate; AYALA SA does not guarantee delivery time.

§ 3. AYALA SA LOGISTICS SERVICES

Personal collection

• Possible after confirmation of availability by DOK.
• Collection at the registered office: Julianowska 59A, 05‑090 Piaseczno; date confirmed by DOK.
• Monday through Friday, 8:00 a.m.–3:00 p.m.
• The issuance of goods to entities other than the ordering party requires authorisation.
• For the 48H assortment, availability is 2 business days after placing the order.
• Orders placed after 10:00 will be processed the following day.
• Personal collection 48H possible after 2 business days during warehouse opening hours.
• AYALA SA makes every effort to ensure delivery as quickly as possible.

§ 4. ADDITIONAL SERVICES

Table No. 2. Additional services of AYALA SA

*Only furniture from the offer can be reupholstered; furniture with a polyurethane screed is not subject to reupholstery.

**Travel counts in both directions.

§ 5. COMPLAINTS

The user shall file a complaint immediately after the occurrence in the entity where the product was purchased. In the event of liquidation of the entity – AYALA SA

DOK confirms receipt of the complaint and informs about the outcome within 14 days.

Complaints Procedure – Appendix No. 1 and Warranty Terms – Appendix No. 2 available at www.ayala.com.pl.

Delivery complaints

• They concern discrepancies with the order, condition of packaging, incorrect invoice, etc.
• AYALA SA investigates the causes and tries to eliminate the source of the complaint.
• The ordering party confirms receipt and checks the goods in the presence of the courier; any defects are recorded in a protocol.
• Failure to report damage on the day of delivery releases AYALA SA from liability.

Quality complaints

• They concern the quality parameters of products.
• Written or e-mail notification with proof of purchase and warranty card.
• DOK informs about the consideration procedure; the consideration time is as short as possible.
• The costs of transporting the claimed goods are borne by the Claimant; no cash on delivery).
• Costs of an unjustified complaint: service technician fee and travel costs.
• The buyer retains the packaging for the warranty period.

§ 6. RETURNS

• It is not possible to return custom-made furniture.
• Return of goods from the 48H offer within 14 calendar days of purchase.
• Return shipping costs are borne by the Buyer.
• The return must be intact and in original packaging.
• The buyer informs the sales representative by e-mail, attaching proof of purchase and photos of the condition of the goods.
• Refunds will be made within 14 calendar days of receipt of the goods.