Complaint handling procedure
- A complaint may be submitted:
in writing to the following address:
ul. Warszawska 98/100, 26-660 Wielogóra;
in electronic form via email to the following address:
- Products may be sent or returned as part of a complaint to the following address: ul. Warszawska 98/100, 26-660 Wielogora, Poland.
- The complaint description should ideally include:
- Information and circumstances regarding the subject of the complaint, in particular the type and date of occurrence of the irregularity or non-conformity with the contract;
- A request for the preferred method of bringing the product into conformity with the contract, or a statement regarding a price reduction, withdrawal from the contract, or any other claim;
- Contact details of the person filing the complaint – this will facilitate and expedite the process. The requirements mentioned above are recommendations only and do not affect the validity of complaints submitted without the recommended description.
- Should the contact details provided by the person filing the complaint change during the complaint handling process, they are obliged to notify the Seller.
- The person filing the complaint may attach evidence (e.g., photos, documents, or the Product) related to the subject of the complaint. The Seller may also request the claimant to provide additional information or send evidence (e.g., photos) if it facilitates and expedites the complaint resolution process.
- The Seller shall respond to the complaint immediately, no later than within 14 calendar days from the date of its receipt.
Returns – Right of withdrawal
- A Consumer who has entered into a distance contract may, within 14 calendar days, withdraw from it without giving any reason and without incurring costs, except for the costs specified in point 8.7 of the Regulations. To meet the deadline, it is sufficient to send the statement before its expiry. The statement of withdrawal from the contract may be submitted, for example:
in writing to the following address:
ul. Warszawska 98/100, 26-660 Wielogóra;
in electronic form via email to the following address:
- The return of the Product – movable goods (including movable goods with digital elements) – under the right of withdrawal from the contract may be made to the following address: ul. Warszawska 98/100, 26-660 Wielogora, Poland.
- A sample withdrawal form is included in Annex No. 2 to the Act on Consumer Rights and is also available on this website. The Consumer may use the sample form, however, it is not mandatory.
- The withdrawal period begins:
- For a contract under which the Seller delivers the Product, being obliged to transfer its ownership – from the date on which the consumer or a third party indicated by the consumer, other than the carrier, acquires physical possession of the Product, and in the case of a contract which: involves multiple Products that are delivered separately, in batches or in parts – from the date on which physical possession of the last Product, batch, or part is acquired; or consists in the regular delivery of Products over a specified period – from the date on which physical possession of the first Product is acquired;
- For all other contracts – from the date of the conclusion of the contract