Refund policy

REFUND, RETURNS & COMPLAINTS POLICY

Forison.com

Last updated: 10.01.2026

Forison supplies professional workshop and industrial furniture that is manufactured, prepared, and shipped individually after order confirmation and payment. Due to the nature of our products and logistics model, return and refund rules differ depending on the type of customer and the circumstances of the order.

This Policy forms an integral part of the Terms & Conditions.

1. Definitions

  • Consumer – a natural person acting outside their trade, business, craft, or profession.
  • Business Customer (B2B) – any natural or legal person acting in the course of a business or professional activity.
  • Product – any product supplied by Forison, including workstations, tables, accessories, and related items.

2. Right of Withdrawal – Consumers Only

Consumers may have a statutory right to withdraw from a distance contract within 14 days from the date of receipt of the goods, unless an exception applies under applicable law.

To exercise the right of withdrawal, the Consumer must notify Forison in writing within the 14-day period.

3. Exclusion of the Right of Withdrawal (Consumers)

In accordance with Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to Products that are:

  • manufactured, assembled, or prepared individually after order confirmation,
  • produced or sourced after payment,
  • supplied according to predefined or agreed configurations,
  • not kept in retail stock.

Where the right of withdrawal is excluded under applicable law due to the nature of the Product, such exclusion applies automatically and does not require individual confirmation for each Product.

4. Business Customers (B2B) – No Returns by Default

For Business Customers, returns, cancellations, and refunds are excluded by default.

Business Customers are not entitled to return Products due to:

  • change of mind,
  • incorrect ordering,
  • lack of suitability for a specific use,
  • internal project changes,
  • delays not attributable to Forison.

5. B2B Defects, Damages & Seller’s Exclusive Right to Remedy

If a Business Customer receives a Product that is:

  • defective,
  • damaged in transport, or
  • not in accordance with the agreed specification,

the Customer must notify Forison without undue delay, and no later than 7 days from delivery, providing a description of the issue and photographic evidence.

In the event of a justified claim, Forison reserves the exclusive right to determine the appropriate remedy, at its sole discretion, including:

  • repair of the Product,
  • replacement of the affected part or Product,
  • price reduction, or
  • refund, only where repair or replacement is impossible or disproportionate.

Refunds are not automatic and shall be issued only if Forison determines that no other reasonable remedy is available.

6. Inspection and Acceptance of Goods

All Customers are required to inspect the goods immediately upon receipt.

Failure to report visible damage, defects, or discrepancies within the applicable notification period constitutes acceptance of the Product.

7. Return Authorization and Conditions

Returns are accepted only with prior written authorization from Forison.

Where a return is approved:

  • Products must be unused, unassembled, and unmodified,
  • Products must be returned in original packaging,
  • Products must be returned on pallets using appropriate freight transport,
  • Proof of purchase (invoice) must be provided.

Returns sent without authorization will be refused.

8. Return Shipping and Costs

  • Return shipping costs are borne by the Customer unless the return results from an error attributable to Forison.
  • The Customer is responsible for proper packaging and safe return transport.
  • Additional costs arising from failed pickups, improper packaging, lack of access, or carrier waiting time will be charged to the Customer.

9. Refund Processing

Where a refund is approved:

  • refunds are issued using the original payment method,
  • refunds are processed within 10 business days after inspection and approval,
  • shipping and handling costs are non-refundable unless required by mandatory law.

Bank processing times may vary and are outside Forison’s control.

10. No Exchanges

Due to the individual preparation and production of Products, exchanges are not offered.

Any replacement required due to defects or errors is handled exclusively under Section 5 of this Policy.

11. Contact and Complaints

All return, defect, or complaint requests must be submitted to:

Email: contact@forison.com

Requests must include:

  • order or invoice number,
  • description of the issue,
  • photographic evidence where applicable.

12. Governing Law

This Policy is governed by Polish law and interpreted in conjunction with the Terms & Conditions.