Complaints

If a product purchased from our store arrives damaged, defective, or otherwise inconsistent with the contract, don't worry. Here you'll find all the necessary instructions on what to do.

Please remember that special regulations apply to complaints about food products:

  1. You can submit a complaint no later than the product's expiration date. After purchase, the product should be stored according to the instructions on the packaging.
  2. Our product range includes organic products with diverse and unique textures and flavors. Therefore, any separation or changes in appearance are a natural phenomenon and do not affect the quality or safety of the product. Individual taste sensations do not constitute grounds for declaring the product non-conforming.

The complaints procedure in our store is very simple and consists of the following steps:

Step 1 – Complete the complaint form

Step 2 – submit a complaint by sending it to reklamacje@ekogram.pl

Remember to attach the complaint protocol as an attachment.

Step 3 – wait for a response

We will respond to your complaint within 14 days of receiving it via email.

If the complaint is incomplete, we may ask you to complete it.

Step 4 – Complaint processing

If your complaint is accepted, we will immediately begin processing your request.

Return of goods

If, as part of the complaint, you have decided to withdraw from the sales contract (i.e. return the goods), after receiving our response about accepting the complaint, you should send the goods back (by post or courier) to the following address:

Ecogram
Cikowice 264
32-700 Bochnia
+48 536 413 333
reklamacje@ekogram.pl

Whenever possible, use the same packaging the item came in for returns – this will save you money and help reduce waste. The package containing the item should be prepared in such a way that the returned item arrives safely.

We will refund the money for the goods within 14 days of the date the parcel is delivered to us.

We will refund your money in the same way that you used to pay for the goods.

If you have any questions or concerns regarding complaints in our store, please contact us by email at reklamacje@ekogram.pl or by phone at +48 12 418 38 38.

My problem has not been solved

If you are dissatisfied with the outcome of your complaint, the quality of service, or would like to provide other important information for the store owner, please contact us at: michal.pelc [@] ekogram.pl