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The rules for submitting complaints and return of goods
- Details
- Parent Category: How to buy
Product complaint
Dear Customer,
We care about Your rights including the right to lodge a complaint. Below, You will find detailed information regarding our liability for defects in products sold by us and Your rights related to the complaint on a statutory basis - under the warranty.
Important! Remember that if a particular product is given a guarantee it is also on its basis that you can make a complaint - in this case however, the addressee will be the guarantor listed in the warranty. The guarantee also defines each time the scope of your rights. Remember that execution of powers of the guarantee does not affect our liability under the warranty and that the guarantee does not exclude, limit or suspend your rights under the laws of the warranty for flaws in sold goods.
The basis and extent of our liability for product faults under the warranty is determined by the applicable laws in particular the provisions of the Civil Code and for sales contracts entered into till 24th December 2014 the Act of 27th July 2002 about special conditions of consumer sales and amending the Civil Code (Journal of Laws of 2002 No. 141, item 1176, as amended). We have an obligation to deliver the product without defects. We answer under warranty, if the flaw has been declared before the expiry of two years from the date of issuing to the buyer. Important! We are liable under the warranty for physical defects which existed at the time of transitioning danger to the buyer or resulted from causes inherent from the goods sold at the same time.
You can file a complaint for example:
by writing to the address: ul. Lipowa 2B lok. 16, 81-572 Gdynia;
in electronic form via e-mail at This email address is being protected from spambots. You need JavaScript enabled to view it.;
In your complaint description please include: (1) the information and circumstances relating to the subject of the complaint in particular the type and date of occurrence of the defect; (2) specify how to bring the product into conformity with the sales contract or a statement of the price reduction or termination of the contract of sale; and (3) your contact details - it will facilitate and speed up the examination of your complaint. Please note that the requirements listed in the previous sentence have the form of recommendations only and do not affect the effectiveness of the complaints lodged without the recommended description of the complaint. When submitting a complaint you can use our sample complaint form but it is not mandatory.
The basic rights of the buyer in correlation to the product complaint | |
For sales contracts entered into until 24th December 2014 | For sales contracts entered into after 25th Decamber 2014 |
In this case the allowances are generally two staged which means that you can move to the second stage of powers only after the exhaustion of the first stage:
If the product is discordant from the sales contract you can request bringing it into conformity with the contract through free repair or replacement for a new one unless the repair or replacement are impossible or require excessive costs. When assessing these costs the value of the product according to the contract and the nature and degree of the non-compliance are taken into account as well as are inconveniences to which you would be exposed to when trying to meet the conditions otherwise.
If for the reasons set out above you can not request a repair or replacement or if we fail to satisfy such a request in a timely manner or if the repair or replacement would cause you significant inconvenience you have the right to demand an appropriate price reduction or terminate the contract. Important! You can not waive the contract if non-compliance of the product with the contract is immaterial.
| In this case the allowances are generally equivalent in nature which means that you can use right away both the first and second group permissions:
If a sold product has a defect you can make a statement about the price reduction or termination of the contract unless, promptly and without undue inconvenience for you, we replace the defective product for one free of flaws or remove the defect. Important! This limitation does not apply if the product has already been replaced by us or repaired or if it did not satisfy the obligation to replace the product for one free of faults or remedy the defect.
Important! The customer can not waive the contract if the defect is irrelevant.
If the sold product has a fault, you can request replacement of the product for a one free of flaws or remedy of the defect. We can, however, refuse compensation, if bringing a defective product into conformity with the contract in a manner chosen by you is impossible or compared to the second possible way to enforce compliance with the agreement would require excessive costs. |
Remember, the Customer who shall use the powers under warranty is obliged to deliver the defective product, at our expense, to the following address: ul. Lipowa 2B lok. 16, 81-572 Gdynia. If, however, due to the nature of the product or the way it is mounted, its supply would be extremely difficult, the Customer is obliged to make the product available to us in the place where it is located.
We will address your complaint immediately and no later than within 14 calendar days from the date of its submission. Important! Failing to respond within the aforementioned time means we found the complaint to be justified.
Additional restrictions relating to product complaints regarding customers who are not consumers may be contained in the regulations of our shop.
Other complaints
In the same way as above, you can also file a complaint related to the provision by using our online store electronic services (eg. Account or order form) and other complaints related to the operation of our online store.
In your complaint description give: (1) the information and circumstances relating to the subject of the complaint in particular the type and date of occurrence of the defect; (2) specify how to bring the product into conformity; and (3) your contact details - it will facilitate and speed up the examination of your complaint. Please note that the requirements listed in the previous sentence have the form of recommendations only and do not affect the effectiveness of the complaints lodged without the recommended description of the complaint.
The customer complaint under the Act
