Returns and complaints

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{according to the terms and conditions}

§6 Cancellation of an Agreement

  1. A Consumer who has concluded a distance purchase agreement has the right to cancel that agreement without giving any reasons, by making an appropriate declaration in writing, within 14 days (legal basis: Article 7, paragraph 1 of the Act of 2 March 2000 on the protection of certain consumer rights and on the liability for damage caused by a dangerous product, Journal of Laws No. 22, item 271, as amended). The deadline is non-extendable and is counted from the date of the issue of the goods. Where the agreement relates to the provision of services, it will be from the date of the conclusion of those services. In order to comply with this deadline, it is sufficient to send the declaration to the Service Provider before it expires.
  2. In the event of the cancellation of a distance purchase agreement, the agreement shall be rendered null and void. The service provided by the parties, shall be returned unchanged, unless such a change was necessary within the ordinary course of the company’s business.
  3. Reimbursement shall be made immediately, but no later than within 14 days. The goods purchased must be returned to the address of the Service Provider.
  4. Under the Act, the following services are not subject to the reimbursement: provision of services commenced, with the consent of the Customer, prior to the deadline referred to in Article 7 paragraph 1, for audio and video recordings and software saved on various media after the Customer has removed their original packaging, agreements on services for which the price or remuneration depends solely on price fluctuations on the financial market, benefits of properties specified by the Customer in their order or closely related to them, benefits which due to their nature, may not be reimbursed or whose subject is perishable, press delivery, as well as gaming and betting services.

§7 Complaints Procedure

  1. The products have a manufacturer’s warranty, for importer or seller, valid on Polish territory. The warranty period for each product is shown in the description on the Store’s website. The detailed conditions of the warranty are set out as a printed warranty issued by the warrantor. Most products have warranties subject directly to the manufacturers’ authorised service centres. The exact addresses of such service centres can be found on the warranties attached to the products and on manufacturers’ websites. The Customer can also carry out a complaints procedure under ‘Warranty through the Seller’.
  2. Complaints should be made to the Service Provider’s address.
  3. When filing a complaint, you should submit the faulty product to the Service Provider, together with proof of purchase and a completed complaints notification available from: [to be filled in].
  4. The Service Provider will respond to the complaint within 14 days from the filing of the complaint. Where the complaint has been resolved in favour of the Customer, the Service Provider will repair or replace the faulty goods with new goods which will be without defect or will reimburse the goods purchased.
  5. If the goods do not comply with the agreement, the Customer may request compliance with the agreement by the provision of free repair or replacement with new, unless such repair or replacement is impossible or involves excessive costs. When evaluating the excessiveness of costs, the following factors are taken into account: the value of the goods in accordance with the agreement, as well as the type and extent of its non-compliance. (Act of 27 July 2002 on specific terms and conditions of consumer sale and amendments to the Civil Code).
  6. Customers will forfeit the rights referred to in point 5 of this section, if they fail to inform the Store within two months from the day they first observed such, that the goods do not comply with the agreement. To comply with this deadline, it is sufficient to send notification before it expires.