Complaint form

Baltona

  1. Customer complaints are submitted by filling out the form available on the contact page.

  2. In the above-mentioned form, you must provide all the necessary data for contacting the customer, describe in detail the reason for the complaint and provide proof of purchase.

  3. Once the application is registered, the Customer will receive confirmation of the above by e-mail. If necessary, a representative of Baltona will contact the Customer to complete the data needed to reprocess the application.

  4. The decision on how to resolve the complaint will be sent to the customer within 14 calendar days of the complaint.


Additional information:
— Complaints are accepted electronically by filling out the form below or a notification sent to e-mail: reklamacje@baltona.pl, as well as at catering facilities and Baltona stores and the Company's Headquarters.
— In a situation where it is necessary to return the advertised product, the Customer shall send it on its own to the address: Przedsiębiorstwo Handlu Zagranicznego “Baltona” S.A., 49 Komitetu Obrony Robotników Street, 02-146 Warsaw (shipping costs are immediately refunded to the Customer to the indicated bank account number, on the basis of the presented bill for the aforementioned shipping).
— All complaints/questions should be directly sent to reklamacje@baltona.pl

* - required field
If your bank account is outside of Poland, please provide your SWIFT/IBAN number and the currency of the bank
The name of the place is on the receipt
If applicable
If applicable
Acceptable file types: gif, jpg, jpeg, png, mp4, doc, docx, xls, xlsx, pdf, txt, zip, ods, odt. The maximum file size is 20MB.

Proof of purchase *

Attachment

Confirmation of shipping costs when returning goods

Attachment

Additional attachments

Attachment

Attachment

Attachment
GDPR Information

I. Personal data controller

The administrator of your personal data is the Foreign Trade Enterprise "Baltona" S.A., with its registered office in Warsaw, ul. Komitetu Obrony Robotników 49, 02-146 Warsaw (hereinafter: the Administrator).

You may contact the Administrator and/or the Data Protection Officer by writing to the following email address rodo@baltona.pl

II. Purpose, Scope, Legal Basis, and Processing Period

The personal data you provided in the complaint report will be processed for the purpose of:

  1. proper handling and resolution of the submitted complaint (Article 6(1)(f) GDPR),
  2. performance of a contract related to the complaint (Article 6(1)(b) GDPR – if you are a party to the contract),
  3. conducting settlements, accounting, and financial reporting (Article 6(1)(c) GDPR),
  4. processing refunds for a positively reviewed complaint (Article 6(1)(c) GDPR – if you are a party to the contract; Article 6(1)(f) GDPR – if you are the owner of the bank account to which the refund is made and a different person than the party to the contract),

As well as for the legitimate interests of the Administrator (Article 6(1)(f) GDPR):

  1. to establish, exercise, and defend legal claims,
  2. for statistical purposes related to improving the quality of services and tailoring them to recipients.

Your personal data will be stored until the complaint has been processed, the period resulting from tax and accounting regulations, and the expiration of the limitation periods for claims.

Generally, we process the data you provide: name, surname, mailing address, phone number, email address, bank account number, and information regarding the complaint. If you did not provide your data yourself, the source is the person who listed your data in the complaint as the bank account holder for a refund resulting from a positively reviewed complaint.

III. Information on Data Recipients

In connection with the processing of your personal data for the purposes mentioned in section II, recipients of your data may include:

  1. subcontractors and service providers of the organization,
  2. companies providing IT services or solutions,
  3. companies archiving and destroying documents,
  4. banks and other financial and payment institutions,
  5. public authorities receiving data in connection with the Administrator’s legal obligations,
  6. courier and postal service companies.

Your data will not be transferred to third countries (i.e., countries outside the EU/EEA) or international organizations.

IV. Rights Related to Personal Data Processing

In connection with the processing of your personal data, you have the following rights:

  • — access your data and receive a copy of it,
  • — rectify (correct) your data,
  • — delete your data,
  • — restrict the processing of your data,
  • — data portability – if the legal basis for processing is consent (Article 6(1)(a) or Article 9(2)(a) GDPR) or a contract (Article 6(1)(b) GDPR),
  • — object to the processing of your personal data – if the legal basis is a legitimate interest (Article 6(1)(f) GDPR)
  • — withdraw consent at any time, without affecting the lawfulness of processing based on consent before its withdrawal.

More information about your rights is included in Articles 12–23 of the GDPR. Additionally, you have the right to lodge a complaint with the supervisory authority, i.e., the President of the Personal Data Protection Office. More information is available at: https://uodo.gov.pl/pl/501/2271

V. Obligation to Provide Data

Providing your personal data is voluntary, but necessary to fulfill the purpose specified in section II. Failure to provide data will result in the inability to process your complaint.

VI. Profiling

Your personal data will not be used by the Administrator to make automated decisions, nor will it be subject to profiling now or in the future.

Reklamator