In case of defects of the purchased goods a complaint can be filed in writing to the address of the Seller or electronically to the address of his e-mail.
The Customer is advised to provide the following information in the complaint (which will be helpful for the Seller in the course of complaint handling):
circumstances concerning the subject of the complaint and the appearance of possible defects, e.g. the type and date of occurrence of the defect,
description of the Customer's request, contact details of the person submitting the complaint/Client.
The recommendations given are not obligatory and do not affect the effectiveness of the complaint handling.
When submitting a complaint, we recommend using the following complaint form:
The Customer, who exercises the rights under warranty, should deliver the faulty product to the Seller's address at the Seller's expense.
The Seller shall respond to the Customer's complaint immediately, but no later than within 14 calendar days from the date of submission.
Detailed conditions for submitting and processing claims are described in the Rules and Regulations of the Online Store.
From 1.01.2021, natural persons who have concluded an agreement with the Seller directly related to their business activity but not of a professional nature (Individual Entrepreneurs) are also entitled to make a complaint. In the case of exercising the rights under the warranty for defects by the individual Entrepreneur, the Seller recommends to indicate the information about the lack of professional character of the placed order in the content of the complaint in order to accelerate the procedure for handling the complaint. Notwithstanding the above, the Seller verifies each time the order subject to a complaint according to the scope of PKD codes disclosed in the buyer's CEIDG on the terms specified in the Rules and Regulations of the Store. Verification may also be done in another way, as appropriate.
Taking into account the provision of Article 558 § 1 of the Civil Code, the Seller's liability under warranty for Goods in relation to the Customer who is not a Consumer or Individual Entrepreneur is excluded.
A Customer who is a consumer has the right to withdraw from a remote agreement without giving any reason within 14 calendar days, from the moment the Customer or a third party indicated by him/her other than the carrier takes possession of the product/s.
In order to meet the deadline, it is sufficient for you to send information concerning the exercise of your right of withdrawal before the expiry of the deadline for withdrawal. You may send your unequivocal statement of withdrawal for example by post or e-mail.
In the event of withdrawal, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without delay and in any event not later than 14 days from the day on which we are informed about your decision to exercise your right of withdrawal.
We will reimburse you using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we receive the item or until you provide us with proof of return, whichever event occurs first. Please send back or hand over the item to us without delay and in any event not later than 14 calendar days from the day on which you informed us of your withdrawal from this contract. The deadline is met if you send back the goods before the period of 14 calendar days has expired. You will have to bear the direct costs of returning the item.
Please contact us by telephone or e-mail before returning the goods.
We recommend that you use the withdrawal form:
SAMPLE FORM OF WITHDRAWAL FROM THE AGREEMENT
From 1.01.2021, the right to make a declaration of withdrawal from a contract concluded at a distance is also granted to natural persons who have concluded an agreement with the Seller directly related to their business activity, but not of a professional nature (Individual Entrepreneurs). In the case of a statement made by an Individual Entrepreneur, the Seller recommends indicating the information on the lack of professional character of the placed order in the content of the statement in order to accelerate the refund procedure. Notwithstanding the above, the Seller verifies each time an order subject to a statement of withdrawal from a remote agreement according to the scope of PKD codes disclosed in the buyer's CEIDG on the principles set out in the Rules and Regulations of the Store. Verification can also be done in another way, as appropriate.
The right to withdraw from a contract concluded at a distance does not apply to a Customer who is not a Consumer or an Individual Entrepreneur.