Guarantee terms

1.1.The guarantor is the manufacturer: “JOLLY-HEAP” Svitlana Sapunova, NIP (Polish tax no.) 8992772832, Aleja Led 4, 55-⁠020 Rzeplin, Poland, info@jollyheap.com.

1.2.The guarantee does not exclude, limit or suspend the buyer’s rights against the seller under the statutory warranty or for lack of conformity of the goods with the contract. Consumers have these rights independently of the guarantee.

2.1.The guarantor is liable for physical defects arising from causes inherent in the product: defects in the material, seams, filling and magnet fixing.

2.2.The guarantee period is:

• 36 months on the blocks (cover, seams, filling),
• 10 years on the magnets (attraction force and secure seating in the block).

2.3.The period runs from the day the goods are delivered to the buyer, as confirmed by proof of purchase (§ 4).

2.4.The guarantee applies in all countries where the product is sold.

3.1.Goods purchased before 1 October 2026 remain subject to the previous terms: 24 months on the blocks. The guarantee on the magnets was already 10 years and remains unchanged.

3.2.Which terms apply depends on the date of purchase by the buyer shown on the proof of purchase.

3.3.Versions of the terms with their periods of validity are available at jollyheap.com.

4.1.The claimant provides proof of purchase showing the date and place of purchase. This may be an invoice, a receipt, an order or payment confirmation, or a bank statement.

4.2.The guarantor does not require the original receipt or a guarantee card if another reliable document confirms the purchase and its date.

4.3.Without proof of purchase, the guarantor establishes the date from its own sales records for the goods, if it has any. A complaint that cannot be confirmed in this way is returned to be completed (§ 5.3).

5.1.A complaint is filed using the complaint form available from the seller, by e-mail to info@jollyheap.com, or in writing to: Aleja Led 4, 55-⁠020 Rzeplin, Poland.

5.2.The complaint contains the data listed in Annex 1, in particular: proof of purchase, a description of the defect, photos (the whole block and a close-up of the defect) and information on how the blocks were used and washed.

5.3.If the complaint is incomplete, the guarantor informs the claimant within 7 days of what is missing. The time for handling the complaint runs from the day a complete complaint is received.

5.4.The guarantor may ask for the blocks concerned to be delivered. The guarantor bears the cost of delivery for a justified complaint.

6.1.The guarantor handles a complete complaint within 14 days and communicates its decision to the e-mail address given in the form.

6.2.Under the guarantee, the guarantor, at its choice, repairs the defective block or replaces it with one free of defects. Replacement covers only the defective blocks, not the whole set.

6.3.If the identical colour is no longer produced, the guarantor offers the closest colour.

6.4.Replacement or repair takes place within 30 days of the complaint being accepted.

The guarantee does not cover:

1. natural wear from normal use, including pilling or faded fabric and gradual softening of the filling, if this does not change the function of the block,
2. mechanical damage: cuts, tears from a sharp object, animal bites and burns,
3. damage from washing contrary to the instructions (wash at up to 30 °C, short programme, mild detergent, at most 6 blocks of one colour per cycle),
4. damage from high temperature: tumble drying, ironing, drying or leaving the blocks on a radiator, heater or any other source of intense heat, or in full sun,
5. use outdoors or in water,
6. damage from use contrary to the intended purpose or the instructions, including alterations and opening the block.

On the magnets, the guarantee covers loss of attraction force and detachment of the magnet in the block that do not result from damage to the block described in points 2–⁠6.

After the guarantee ends, the guarantor replaces worn blocks with new ones at a reduced price. Each case is considered individually.

A complaint without the required fields is incomplete. All fields are required except those marked “optional”.

• Claimant: type (institution or company, or private individual); name, contact person; e-mail, telephone; address for collection and delivery; tax number (optional).
• Purchase: place of purchase (distributor or JollyHeap directly); date of purchase; proof of purchase: PDF file or photo*; invoice or receipt number (optional).
• Product: set; number of blocks concerned, the shape and colour of each; photo of the block’s label (optional).
• Defect: type (magnet holds weakly, magnet loose or detached, seam, filling, fabric, other); when the defect appeared, description; photos: the whole block and a close-up of the defect (at least 2); video for magnets (optional).
• Use: place (nursery, preschool, school, therapy, play centre, home, other); how the blocks were washed and dried; whether mechanical damage occurred.
• Declarations: that the data are true, information on data processing.

* Without a file, tick “I have no proof of purchase”. The guarantor then checks the date under § 4.3.