Complaints

The basis and scope of our liability for product defects under warranty are determined by universally applicable legal provisions, especially by the Civil Code.

We are liable under the warranty if a physical defect of the product is found before two years have elapsed since the day it was delivered to the buyer. We are responsible for physical defects that existed at the time the risk was transferred to the buyer or resulted from a cause inherent in the item sold at the same moment.

• in writing to the address: ul. Owsiana 62, 40-780 Katowice, Poland
• electronically via email to: [email protected]

1. Information and circumstances regarding the subject of the complaint, in particular the type and date of the defect;
2. A request for the method of bringing the product into compliance with the sales contract or a declaration of price reduction or withdrawal from the sales contract;
3. Contact details – this will facilitate and speed up the consideration of your complaint. Remember, the requirements mentioned in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description.

When making a complaint, you can use our sample complaint form, but it is not mandatory.

The form can be downloaded in pdf format.

In this case, the rights are basically equivalent, which means you have the possibility to use both the first and second group of rights immediately.

1. Price reduction /refund
   

   If the sold product is defective, you can submit a declaration of price reduction or withdrawal from the contract, unless we immediately and without excessive inconvenience to you replace the defective Product with one free from defects or remove the defect. Important! This limitation does not apply if the product has already been replaced or repaired by us or if we have failed to fulfill the obligation to replace the product with one free from defects or to remove the defect.
   If the customer is a consumer, they may instead of the removal of the defect proposed by us demand the replacement of the product with one free from defects or instead of replacement demand the removal of the defect, unless bringing the product into conformity with the sales contract in the manner chosen by you is impossible or would require excessive costs in comparison with the method proposed by us.
   Important! The customer cannot withdraw from the contract if the defect is insignificant.

2. Repair/exchange

   If the sold product is defective, you can demand the replacement of the product with one free from defects or the removal of the defect. However, we may refuse to comply with your request if bringing the defective product into conformity with the contract in the manner chosen by you is impossible or in comparison with the other possible method of bringing it into conformity with the contract would require excessive costs.

Remember, a customer exercising rights under the warranty is obliged to deliver the defective product at our expense to the address: ul. Owsiana 62, 40-780 Katowice. However, if due to the nature of the product or the way it was installed, its delivery would be excessively difficult, the Customer is obliged to provide us with the product where it is located.

We will respond to your complaint promptly, no later than within 14 calendar days from the day of its submission. Important! The lack of response within the above deadline in case of a request for repair, exchange, or price reduction means that we considered the complaint justified.

The consumer also has the possibility to use out-of-court means of dealing with complaints and pursuing claims.

Detailed information on the possibility for the Client being a consumer to use out-of-court complaint and redress procedures and the rules of access to these procedures are available on the website of the Office of Competition and Consumer Protection at: https://uokik.gov.pl/out_of_court_complaints_and_redress.php.

At the President of the Office of Competition and Consumer Protection, there is also a contact point (telephone: +48 22 55 60 333, email: [email protected] or postal address: Pl. Powstańców Warszawy 1, 00-030 Warsaw.), whose task is, among others, to assist consumers in matters concerning out-of-court resolution of consumer disputes.

The consumer has the following sample possibilities to use out-of-court means of dealing with complaints and pursuing claims:

• application for dispute resolution to the permanent amicable consumer court (more information at: http://www.spsk.wiih.org.pl/);
• application for out-of-court resolution of the dispute to the provincial inspector of the Trade Inspection (more information on the website of the inspector appropriate due to the place of business activity by the Seller);
• assistance of the district (municipal) consumer ombudsman or a social organization whose statutory tasks include consumer protection (e.g., Consumer Federation, Association of Polish Consumers). Advice is provided, among others, by email at [email protected] and by the consumer hotline 801 440 220 (hotline is open on Working Days, from 8:00 am to 6:00 pm, the call charge as per the operator's tariff).

At http://ec.europa.eu/consumers/odr, there is an online dispute resolution platform between consumers and entrepreneurs at the EU level (ODR platform). The ODR platform is an interactive and multilingual website with a comprehensive service point for consumers and entrepreneurs seeking out-of-court resolution of a dispute concerning contractual obligations arising from an online sales contract or service contract (more information on the platform's website or on the website of the Office of Competition and Consumer Protection: https://uokik.gov.pl/consumer_disputes_faq_odr_platform.php).