Complaints

COMPLAINT FORM TEMPLATE – CLICK TO OPEN

1. PRODUCT COMPLAINT
   1. The basis and scope of the Seller’s liability towards the Customer in the event that the sold Product has a physical or legal defect (statutory warranty) are defined by generally applicable legal provisions, in particular the Civil Code (including Articles 556–576 of the Civil Code).
   2. The Seller is obliged to deliver a Product to the Customer that is free from defects. Detailed information regarding the Seller’s liability for a defective Product and the Customer’s rights are provided on the Online Store’s website in the information section concerning complaints.
   3. A complaint may be submitted by the Customer, for example:
      1. in writing to the address: ul. Podgórna 4, 61-829 Poznań;
      2. in electronic form via email to the address: [email protected];
   4. It is recommended that the Customer include the following in the complaint description: (1) information and circumstances regarding the subject of the complaint, in particular the type and date of detecting the defect; (2) the requested method of bringing the Product into conformity with the Sales Agreement, or a statement on price reduction or withdrawal from the Sales Agreement; and (3) the contact details of the person submitting the complaint – this will facilitate and expedite the handling of the complaint by the Seller. The requirements stated in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description.
   5. The Seller shall respond to the Customer’s complaint without delay, no later than within 14 calendar days from the date of its submission. If the Customer who is a consumer has requested a replacement of the item or removal of the defect, or has submitted a statement on price reduction specifying the amount by which the price should be reduced, and the Seller has not responded to the request within 14 calendar days, it is deemed that the request has been accepted as justified.
   6. A Customer exercising their rights under the statutory warranty is required to deliver the defective Product to the following address: ul. Podgórna 4, 61-829 Poznań. If the Customer is a consumer, the cost of delivering the Product is borne by the Seller; if the Customer is not a consumer, the cost of delivery is borne by the Customer. If, due to the nature of the Product or the method of its installation, delivery by the Customer would be excessively difficult, the Customer is obliged to make the Product available to the Seller at the location where the Product is situated.
2. OUT-OF-COURT METHODS OF HANDLING COMPLAINTS AND SEEKING CLAIMS, AND RULES OF ACCESS TO THESE PROCEDURES
   1. Detailed information on the possibility for a Customer who is a consumer to use out-of-court methods for handling complaints and seeking claims, as well as the rules for access to these procedures, is available on the website of the Office of Competition and Consumer Protection at: https://uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich.php.
   2. A contact point also operates at the Office of Competition and Consumer Protection (phone: 22 55 60 333, email: [email protected], or mailing address: Pl. Powstańców Warszawy 1, 00-030 Warsaw), whose tasks include assisting consumers in matters related to out-of-court resolution of consumer disputes.
   3. A consumer has the following exemplary options for using out-of-court methods of handling complaints and seeking claims: (1) submitting a request for dispute resolution to a permanent consumer arbitration court (more information available at: http://www.spsk.wiih.org.pl/); (2) submitting a request for out-of-court dispute resolution to the provincial inspector of the Trade Inspection (more information is available on the website of the inspector competent for the Seller’s place of business); and (3) obtaining assistance from a district (municipal) consumer ombudsman or a social organization whose statutory tasks include consumer protection (e.g., the Consumer Federation, Polish Consumers Association). Advice is also provided via email at [email protected] and through the consumer helpline at 801 440 220 (available on Business Days from 8:00 AM to 6:00 PM, call charged according to the operator’s rate).
   4. The online dispute resolution platform between consumers and businesses at the EU level (ODR platform) is available at http://ec.europa.eu/consumers/odr. The ODR platform is an interactive and multilingual website that serves as a one-stop shop for consumers and businesses seeking out-of-court resolution of disputes arising from online sales contracts or service agreements. More information is available directly on the platform or on the website of the Office of Competition and Consumer Protection at: https://uokik.gov.pl/spory_konsumenckie_faq_platforma_odr.php).