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Dear Customer,
We respect your rights, including your right to submit a product claim. Below you will find detailed information concerning our liability for defects in products sold by us and your statutory rights relating to product claims under the statutory warranty.
Important! Please remember that if a warranty has also been granted for a particular product, you may also submit a claim under that warranty. In such a case, however, the claim should be addressed to the guarantor indicated in the warranty. The warranty also specifies the scope of your rights in each case. Please remember that exercising your rights under the warranty does not affect our liability under the statutory warranty and that the warranty does not exclude, limit or suspend your rights arising from the statutory provisions concerning liability for defects in sold goods.
The basis and scope of our liability for product defects under the statutory warranty are determined by generally applicable provisions of law, in particular the provisions of the Civil Code.
We are obliged to deliver products free from defects. We are liable under the statutory warranty if a physical defect of the product is identified within two years from the date on which the product was delivered to the buyer. Important! We are liable under the statutory warranty for physical defects that existed at the time when the risk passed to the buyer or resulted from a cause inherent in the item sold at that same time.
You may submit a product claim, for example:
In your claim, please provide: (1) information and circumstances concerning the subject of the claim, in particular the type of defect and the date on which it occurred; (2) your requested method of bringing the product into conformity with the Sales Agreement, or a statement requesting a price reduction or withdrawal from the Sales Agreement; and (3) your contact details – this will make it easier and faster for us to process your claim. Please remember that the requirements stated in the preceding sentence are recommendations only and do not affect the validity of claims submitted without the recommended description.
When submitting a claim, you may use our sample complaint form; however, this is not mandatory.
As a general rule, the rights described below are equivalent, which means that you may immediately exercise rights from either the first or the second group.
If the product sold has a defect, you may submit a statement requesting a price reduction or withdrawal from the agreement, unless we immediately and without excessive inconvenience to you replace the defective Product with a defect-free Product 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 fulfil our obligation to replace the product with a defect-free product or remove the defect.
If the Customer is a consumer, instead of the removal of the defect proposed by us in accordance with the provisions above, the consumer may request replacement of the product with a defect-free product, or instead of replacement may request removal of the defect, unless bringing the product into conformity with the Sales Agreement in the manner chosen by you is impossible or would require excessive costs compared with the method proposed by us.
The Seller shall make the refund using the same method of payment as that used by the consumer, unless the consumer has expressly agreed to another method of refund that does not involve any costs for the consumer.
Important! The Customer may not withdraw from the agreement if the defect is insignificant.
If the product sold has a defect, you may request replacement of the product with a defect-free product or removal of the defect. However, we may refuse to comply with your request if bringing the defective product into conformity with the agreement in the manner chosen by you is impossible or, compared with the other possible method of bringing the product into conformity with the agreement, would involve excessive costs.
Please remember that a Customer exercising rights under the statutory warranty is obliged to deliver the defective product, at our expense, to the following address: ul. Bruzdowa 94, 02-991 Warszawa. However, if delivery of the product would be excessively difficult due to the nature of the product or the manner in which it has been installed, the Customer is obliged to make the product available to us at the place where the product is located.
We will respond to your claim without undue delay, no later than within 14 calendar days from the date on which it is submitted.
Important! If a Customer who is a consumer, when exercising rights under the statutory warranty, requests replacement of the item or removal of the defect, or submits a statement requesting a price reduction and specifies the amount by which the price is to be reduced, and the Seller does not respond to this request within 14 calendar days, the request shall be deemed justified.
A consumer may also use out-of-court methods of dispute resolution.
Detailed information concerning the possibility for a Customer who is a consumer to use out-of-court methods of handling complaints and pursuing claims, as well as the rules for access to these procedures, is available on the website of the Polish Office of Competition and Consumer Protection (Urząd Ochrony Konkurencji i Konsumentów) at: https://uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich.php.
A contact point also operates at the President of the Office of Competition and Consumer Protection (telephone: 22 55 60 333, e-mail: kontakt.adr@uokik.gov.pl, or correspondence address: Pl. Powstańców Warszawy 1, 00-030 Warszawa), whose tasks include providing assistance to consumers in matters relating to out-of-court resolution of consumer disputes.
A consumer has, among others, the following possibilities for using out-of-court methods of handling complaints and pursuing claims:
The online dispute resolution platform for disputes between consumers and businesses at EU level (ODR platform) is available at: http://ec.europa.eu/consumers/odr. The ODR platform is an interactive and multilingual website providing a single point of access for consumers and businesses seeking the out-of-court resolution of disputes concerning contractual obligations arising from an online sales agreement or service agreement (more information is available on the platform itself or on the website of the Office of Competition and Consumer Protection at: https://uokik.gov.pl/spory_konsumenckie_faq_platforma_odr.php).
In the same manner as described above, you may also submit a claim relating to Electronic Services provided through our Online Store (e.g. an Account or Order Form), as well as other claims relating to the operation of our Online Store.
In the description of your claim, please provide: (1) information and circumstances concerning the subject of the claim, in particular the type and date of the irregularity; (2) your request; and (3) your contact details – this will make it easier and faster for us to process your claim. Please remember that the requirements stated in the preceding sentence are recommendations only and do not affect the validity of claims submitted without the recommended description.
