Complaints
We are confident in the quality of our products, which is why we provide a full 24-month warranty on each of them. Below you will find information on how to proceed in the event of a product defect.
What is a statutory warranty claim?
Our liability for product defects (statutory warranty) is governed by the provisions of the Civil Code. We are liable under the statutory warranty if a physical defect in the product is found within two years from the day of its delivery.
Where to file a complaint?
Choose the most convenient form of contact for you.
What to include in the complaint description?
- Description of the defect
Provide information regarding the subject of the complaint, specifically the type and date of occurrence of the defect.
- Your request
Specify whether you are requesting a repair, replacement, price reduction, or withdrawal from the contract.
- Contact details
Provide your contact details to facilitate and speed up the complaint review process.
You may use our sample complaint form, although it is not mandatory. It will, however, make it easier to provide all the necessary information.
Download complaint form (PDF) Detailed Legal Provisions and Procedures
In this case, your rights are generally equivalent, meaning you can choose from both the first and second groups of rights immediately.
What are your basic rights as a buyer?
- Price reduction / Refund
If the sold product has a defect, you may submit a statement requesting a price reduction or withdrawal from the contract, unless we immediately and without undue inconvenience to you replace the defective product with one free of 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 of defects or to remove the defect.
If the Customer is a consumer, they may demand the replacement of the product with one free of defects instead of the defect removal proposed by us, or demand the removal of the defect instead of the replacement of the product, unless bringing the product into conformity with the sales contract in the manner chosen by the consumer is impossible or would involve excessive costs compared to the method proposed by us.
Important! The Customer cannot withdraw from the contract if the defect is minor. - Repair / Replacement
If the sold product has a defect, you may demand the replacement of the product with one free of defects or the removal of the defect. However, we may refuse to satisfy your request if bringing the defective product into conformity with the contract in the manner chosen by you is impossible or would involve excessive costs compared to the second possible method of bringing it into conformity with the contract.
Please remember that a customer exercising rights under the statutory warranty is obliged to deliver the defective product at our expense to the address: ul. Owsiana 62, 40-780 Katowice, Poland. However, if due to the type of product or the way it is installed, delivery would be excessively difficult, the Customer is obliged to make the product available to us at the place where the product is located.
We will respond to your complaint immediately, no later than within 14 calendar days from the date of its submission. Important! Failure to respond within the above-mentioned period in the case of a request for repair, replacement, or price reduction means that we have considered the complaint justified.
Detailed information on the possibility for 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 (UOKiK). Since our headquarters are located in Poland, these procedures are governed by Polish regulations.
The Online Dispute Resolution (ODR) platform is available at http://ec.europa.eu/consumers/odr. This is an interactive and multilingual website providing a one-stop shop for consumers and entrepreneurs seeking out-of-court settlement of disputes concerning contractual obligations arising from an online sales or service contract.
- Application for dispute resolution to a permanent consumer arbitration court;
- Application for out-of-court dispute resolution to a regional inspector of the Trade Inspection;
- Assistance from a local consumer ombudsman or social organization whose statutory tasks include consumer protection.