Complaints
LIABILITY FOR GOODS AND COMPLAINT PROCEDURE
- General Provisions
This section sets out the rules governing the Seller’s liability for defects in the Goods and for conformity of the Goods with the contract, as well as the rules for submitting and handling complaints.
The rules of liability differ depending on the Buyer’s status:
a) Consumer (B2C)
b) Entrepreneur / Legal Entity (B2B)
PART A – CONSUMER (B2C)
- Liability for Conformity of the Goods with the Contract
The Seller shall be liable to the Consumer for any lack of conformity of the Goods with the contract existing at the time of delivery and disclosed within 2 years from the date of delivery of the Goods.
If the lack of conformity becomes apparent before the expiry of 2 years from delivery of the Goods, it shall be presumed to have existed at the time of delivery.
In the event of a lack of conformity of the Goods with the contract, the Consumer may request:
- repair of the Goods, or
- replacement of the Goods.
The Seller may replace the Goods instead of repairing them, or repair them instead of replacing them, if the method chosen by the Consumer is impossible or would involve excessive costs.
If:
- repair or replacement is impossible,
- the Seller fails to bring the Goods into conformity with the contract within a reasonable time,
- the lack of conformity is significant,
the Consumer may:
- request a price reduction, or
- withdraw from the contract.
The Consumer may not withdraw from the contract if the lack of conformity of the Goods is insignificant.
The Seller shall respond to the complaint within 14 days from the date of its receipt. Failure to respond within this period shall mean that the complaint has been accepted.
The costs of bringing the Goods into conformity with the contract shall be borne by the Seller.
- Submission of Complaints – Consumer
A complaint may be submitted in any form enabling the Seller to become acquainted with its content.
The recommended method for submitting complaints is the complaint form available on the website, as it facilitates and accelerates the complaint handling process.
The complaint notification should preferably include:
- Buyer’s details,
- order number or proof of purchase,
- description of the non-conformity,
- requested method of resolution.
PART B – ENTREPRENEUR / LEGAL ENTITY (B2B)
- Exclusion of Warranty Liability
In relations with Entrepreneurs, the Seller’s liability under statutory warranty for defects is excluded pursuant to Article 558 §1 of the Polish Civil Code.
- Liability Towards Entrepreneurs
The Seller shall be liable for physical defects of the Goods for a period of 12 months from the date of delivery.
Liability covers only defects resulting from causes inherent in the Goods.
The Seller’s liability shall be limited to the net value of the claimed Goods.
The Seller shall not be liable for lost profits or indirect damages.
Complaints submitted by Entrepreneurs must be filed via the complaint form available on the website.
The costs of transporting the claimed Goods shall be borne by the Entrepreneur unless the complaint is accepted.
Complaints shall be processed within up to 14 days.
PART C – SPECIAL PROVISIONS FOR SPECIFIC PRODUCT GROUPS
- Consumable Components (Batteries, Rechargeable Batteries, Lighting)
In the case of Goods containing components subject to natural wear and tear (in particular batteries, rechargeable batteries, cells, seals, filters, light sources, rubber and plastic elements), the Seller’s liability does not cover natural wear resulting from proper use.
A gradual decrease in the capacity of batteries or rechargeable batteries resulting from the number of charging cycles constitutes natural wear and does not constitute a defect of the Goods.
A natural reduction in the brightness of LED light sources resulting from use does not constitute a defect.
- Lighting and Electrical Devices
The Seller’s liability covers defects resulting from causes inherent in the Goods, in particular:
- electronic failures,
- failure to meet the parameters declared in the product description.
The Seller shall not be liable for damage resulting from:
- improper connection,
- use of incorrect voltage,
- interference with the electrical installation,
- installation inconsistent with the instructions.
- Refrigeration Equipment and Household Appliances
The refrigeration system constitutes a sealed system. Loss of refrigerant under normal operating conditions does not constitute natural wear and may constitute a defect of the Goods.
The Seller’s liability covers in particular:
- leakage of the refrigeration system,
- defective compressor operation,
- structural or assembly defects.
Liability does not cover damage resulting from:
- mechanical damage,
- transport inconsistent with the instructions,
- interference with the refrigeration system by unauthorized persons,
- use inconsistent with the intended purpose.
- Transport and First Start-Up of Refrigeration Equipment
Refrigeration equipment should be transported in an upright position.
If transported in a position other than upright, before first start-up the device should remain unused for a minimum of 12–24 hours in accordance with the manufacturer’s instructions.
The Seller shall not be liable for damage resulting from starting the device without maintaining the required stabilization time after transport.
In the event of complaints concerning improper cooling performance, the Seller may require information regarding the method of transport and the first start-up of the device.
- Warranty
If a warranty is granted for a given Product, its terms and conditions shall be specified in the warranty card or product description.
The warranty is voluntary and does not exclude or limit the Consumer’s rights arising from applicable law.