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Complaints and reports

Write to support@mama-margaret.com or by post: MM ECO-TRADE sp. z o.o., ul. Trzmiela 2, 60-185 Skórzewo, Poland. A problem report is private.

Choose the type of case

Product complaint

Submit a complaint about Mama’s RoboClean (Mama102), for example damaged packaging or a mismatch with the description, to the seller from whom you bought it. If this was the mamamargaret.pl shop or our account on a sales platform, contact us at the address above.

A problem with the robot after using the liquid

Describe what happened. Neither the report nor our reply determines the cause of the fault; this is established from documentation and a service opinion.

A complaint about the website service

If the problem concerns the website or sending a report, write to support@mama-margaret.com.

What to include

• The robot model and variant and where you poured the liquid: the robot tank, water in the dock or a separate detergent dispenser.
• How much liquid and water you used, when and on what floor.
• Symptoms: streaks, foam, a device message, a leak or a fault.
• The batch number on the bottle and the place and approximate date of purchase.
• Whether the robot has been serviced and what the service centre found, if you already have its opinion.

Keep the bottle and documentation. Do not send other people’s personal data. You cannot attach photos through the reporting form; if they are needed, the case handler will agree with you how to provide them.

What happens after sending

Once the form is available, a case number will be displayed on screen only after the report is saved. Keep that number. Displaying a number is not a substantive reply to the complaint.

Support acknowledges receipt within 1 working day. We reply within 14 days of receiving a product or website-service complaint, by email, on a durable medium.

We also handle reports of robot problems within 14 days. Exceeding this period does not itself determine liability for damage to the robot. If further documentation is needed, such as a service opinion, we explain this in our reply and suggest next steps.

If a written service opinion identifies liquid used according to the label as the cause of the fault, we will prioritise the case and inform you about the next steps.

Contact with eyes or skin

Provide information about health effects only in the separate part of the form intended for eye or skin contact reports, after giving explicit consent to process this data. Do not put it in the ordinary problem description. The privacy policy explains the purposes and retention periods.

Help in a dispute

You can seek help from your national consumer-protection authority. For cross-border disputes within the EU, contact the European Consumer Centres Network (ECC-Net). This does not restrict your right to take the matter to court.

Read about your rights against the robot seller and the manufacturer’s guarantee →