Complaints & Warranty
Effective from: 1 August 2026 · Last updated: 1 August 2026
1. Introduction — we stand behind our quality
Every Rill & River product is made with attention to detail. If, however, you receive a product that is defective, not as ordered, or damaged in transit — we'll put it right. No unnecessary paperwork, relaxed but professional.
2. Your rights — goods not conforming to the contract
As a Consumer you have the right to file a complaint under the applicable consumer protection law. This means the Seller is liable to you for any lack of conformity of the goods with the contract that exists at the time of delivery and becomes apparent within 2 years from that moment.
Deadline to file a complaint: Up to 2 years from the day the product is delivered. We nonetheless recommend reporting defects as soon as possible — it makes it easier to exchange the item for a new one from the same batch.
Presumption that the defect existed: If the lack of conformity became apparent within 2 years of delivery, it is presumed to have existed at the time of delivery (unless the Seller proves otherwise — e.g. that the damage resulted from improper care or use inconsistent with the product's intended purpose).
3. What can be reported as a complaint?
We accept complaints in the following cases:
- Physical defect — a hole, split seam, stain, printing error, incorrect print, cracked graphic, uneven dyeing.
- Not as ordered — a different product, size, colour or design than the one ordered.
- Transit damage — visible damage to the product caused by the carrier (requires a damage report or a photo of the parcel at the time of receipt).
- Missing item — a product missing from the parcel despite being listed on the shipping note.
What is NOT a defect (and is not subject to complaint):
- Colour differences resulting from individual monitor settings (described in the Terms of Service).
- Pilling after washing inconsistent with the care label instructions.
- A change in size after washing at a temperature higher than recommended.
- Natural wear of the product after prolonged use.
4. How to file a complaint — step by step
Step 1: Check the product on receipt. If the packaging is visibly damaged, draw up a report with the courier or take a photo of the parcel before opening it.
Step 2: Take photos. Before sending anything, photograph: the whole product from front and back, a close-up of the defect, the label with the batch number / code (if visible), and the packaging (if damaged).
Step 3: Send your report. Write to contact@rillandriver.com with the subject "COMPLAINT — order number", or fill in the form below. Attach the photos.
Step 4: Wait for our reply. Within 14 calendar days we will respond to your complaint. If we fail to reply within this period, the complaint is deemed justified by law.
Step 5: Send the product back (if we ask). For physical defects we will ask you to return the product to the address we provide. Include a printed confirmation of your report.
5. Complaint form
COMPLAINT REPORT FORM
Addressee:
Piotr Kozłowski / Rill&River
ul. Poniatowskiego 49/2
37-450 Stalowa Wola, Poland
e-mail: contact@rillandriver.com
Your details:
Full name: .......................
E-mail address: .......................
Phone number: .......................
Mailing address: .......................
Order details:
Order number: .......................
Order date: .......................
Date the product was received: .......................
Product name: .......................
Size / colour / design: .......................
Description of the defect / non-conformity:
.......................................................
Your request (tick as appropriate):
- [ ] Replacement with a new, defect-free product
- [ ] Exchange for a different size / colour / design
- [ ] Price reduction of ............ %
- [ ] Withdrawal from the contract and a full refund
- [ ] Other: ............
Attachments:
[ ] Photos of the defect (attached to the e-mail)
[ ] Receipt / invoice
[ ] Damage report (in the case of transit damage)
Date and signature: .......................
Note: You don't have to use the form above. It's enough to send an e-mail containing all of the information above.
6. Processing times
- Response to the complaint: 14 calendar days from receipt of the report.
- Exchange / repair: up to 14 days from acceptance of the complaint (usually faster, depending on blank availability).
- Refund: up to 14 days from acceptance of the complaint or from receipt of the returned product (whichever is later).
No response within 14 days = the complaint is deemed justified.
7. Possible outcomes of a complaint
Depending on the type of defect and your request, we may offer:
- Replacement with a new product — we send a new item and collect the defective one (at our cost).
- Repair — for minor defects that can be fixed (e.g. correcting the print).
- Price reduction — proportional to the defect, if the defect does not negate the product's value and you prefer to keep it.
- Withdrawal from the contract with a refund — if the defect is material or a replacement is not possible.
In the case of transit damage, we report the claim to the carrier and cover all costs.
8. Shipping costs in a complaint
| Direction | Who pays? |
|---|---|
| Sending the defective product to us | Customer (refunded when the complaint is accepted) |
| Sending the new product to you | Seller |
| Exchange for a different size (in case of a defect) | Seller |
| Refund | Seller (we also refund the original delivery cost) |
Reimbursement of the cost of shipping the complained-about product is made by bank transfer to the account you provide, within 14 days of accepting the complaint.
9. What happens after a complaint is reviewed?
If the complaint is accepted: you will receive an e-mail with the decision and further instructions; in the case of an exchange, we ship the new product within 3–5 business days; in the case of a refund, the transfer is made within 14 days.
If the complaint is rejected: you will receive a written (e-mail) justification, and we return the product at your cost or hold it for collection for 14 days.
10. Complaints and the Print on Demand model
Because we make our products individually to order, every complaint is an important quality signal for us. We analyse whether the defect stems from an error in the graphic file, a defect in the blank (the base material from our supplier), an error in the print / embroidery process, or transit damage. This lets us improve quality systematically. If you notice a recurring problem (e.g. with a specific t-shirt model), let us know.
11. Frequently asked questions (FAQ)
Q: Do I need to keep the label to file a complaint?
A: It isn't a legal requirement, but it greatly helps identify the product batch and speeds up processing.
Q: What if the defect appears after 2 years?
A: After 2 years from delivery, the Seller's liability for non-conformity of the goods expires. We still encourage you to get in touch — if the defect results from our production error, we will try to find a solution.
Q: Can I file a complaint in person?
A: Due to our operating model (POD with no retail warehouse), we accept complaints only electronically or by post.
Q: What if I received a different product than the one I ordered?
A: We treat this as a non-conformity with the contract. We send the correct product at our cost and collect the wrong one — also at our cost.