Rules for complaints and product returns
we care about your rights, including the right to file a complaint. Below you will find detailed information on our liability for defects in the product sold by us and your rights related to the complaint on the statutory basis - under the warranty .
Important! Remember that if a guarantee has also been granted for a given product , you can also make a complaint on its basis - in this case, however, the addressee will be the guarantor indicated in the guarantee. The warranty also defines the scope of your rights each time. Remember that exercising the rights under the guarantee does not affect our liability under the warranty and that the guarantee does not exclude, limit or suspend your rights under the provisions on the warranty for defects in the sold item.
The basis and scope of our liability for product defects under the warranty is determined by generally applicable law, in particular the provisions of the Civil Code, and for sales contracts concluded until December 24, 2014, the provisions of the Act of July 27, 2002 on special terms of consumer sales and on the amendment of the Civil Code (Journal of Laws of 2002, No. 141, item 1176, as amended).
We are obliged to deliver the product without defects. We are liable under the warranty if a physical defect of the product is found within two years from the date of its delivery to the buyer. Important! We are liable under the warranty for physical defects that existed at the time the danger passed on to the buyer or that resulted from a cause inherent in the item sold at the same time .
You can submit a complaint, for example:
- in writing to the following address: Grupa Eshop sp. z oo, ul. Zemska 7/5 54-438 Wrocław
- in electronic form via e-mail to the following address: firstname.lastname@example.org
Provide in the description of the complaint: (1) information and circumstances regarding the subject of the complaint, in particular the type and date of the defect; (2) a request for a method of bringing the product into compliance with the sales contract or a declaration of price reduction or withdrawal from the sales contract; and (3) your contact details - it will facilitate and speed up the consideration of your complaint. Remember that the requirements set out in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.
When submitting a complaint, you can use our sample complaint form below, but it is not obligatory.
The basic rights of the buyer in connection with the complaint of the product
For sales contracts concluded
from December 25, 2014.
In this case, the rights are generally of an equivalent nature, which means that you can use both the first and the second group of rights immediately:
1) Group: price reduction / refund
If the product sold has a defect, you can submit a declaration of reduction price or withdrawal from the contract, unless we immediately and without undue inconvenience to you, we replace the defective Product with a product free from defects or we remove the defect.
Important! This limitation does not apply if the product has already been replaced or repaired by us or if we have not fulfilled the obligation to replace the product with a product free from defects or to remove the defect.
• If the Customer is a consumer, he may, instead of the removal of the defect proposed by us in accordance with the provisions above, request the replacement of the product with a product free from defects, or instead of replacing the product, demand that the defect be removed, unless it is impossible to bring the product into compliance with the sales contract in a manner chosen by you or would require excessive cost compared to the method proposed by us.
Important! The customer may not withdraw from the contract if the defect is irrelevant.
2) Group: repair / replacement
If the product sold has a defect, you can request replacement of the product with a product free from defects or removal of the defect. However, we may refuse to satisfy your request if it is impossible to bring the defective product into conformity with the contract in the manner chosen by you or would require excessive costs compared to the second possible way to bring it into conformity with the contract.
Remember that the customer who exercises the rights under the warranty is obliged to deliver the defective product at our expense to the following address: ul. Zemska 7/5 54-438 Wrocław . However, if, due to the type of product or the method of its installation, its delivery would be excessively difficult, the Customer is obliged to make the product available to us in the place where the product is located.
We will respond to your complaint immediately, no later than within 14 calendar days from the date of its submission. Important! Failure to respond within the above-mentioned period means that we considered the complaint justified.
At the address http://ec.europa.eu/consumers/odr, there is an online platform for resolving disputes between consumers and entrepreneurs at the EU level (ODR platform). The ODR platform is an interactive and multilingual website with a one-stop shop for consumers and entrepreneurs seeking out-of-court settlement of a dispute regarding contractual obligations arising from an online sales contract or a contract for the provision of services.
Additional restrictions related to the product complaint regarding non-consumer customers may be included in the regulations of our store.
In the same way as above, you can also submit a complaint related to the provision of electronic services via our online store (e.g. an account or order form) and other complaints related to the operation of our online store.
In the description of the complaint, provide (1) information and circumstances regarding the subject of the complaint, in particular the type and date of occurrence of the irregularity; (2) your request; and (3) contact details - this will facilitate and speed up the consideration of the complaint. Remember that the requirements set out in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.
The right to withdraw from the contract
Information for the consumer about the right to withdraw from a distance contract
As a consumer, you have the right to withdraw from the contract concluded in the Online Store within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail). You can send the statement, for example:
in writing to the following address: Grupa Eshop sp. z oo, ul. Zemska 7/5 54-438 Wrocław
in electronic form via e-mail to the following address: email@example.com
An exemplary model withdrawal form is included in Annex 2 to the Consumer Rights Act and is additionally available on the Online Store website in the "Complaints and returns" tab. You can use the model withdrawal form, but it is not obligatory.
To meet the deadline to withdraw from the contract, it is enough for you to send information regarding the exercise of your right to withdraw from the contract before the deadline to withdraw from the contract.
In the event of withdrawal from this contract, we will refund all payments received from you, including the cost of delivering the goods (except for additional costs resulting from the method of delivery chosen by you other than the cheapest standard delivery method offered by us), immediately, and in any case no later than 14 days from the date on which we were informed about your decision to exercise the right to withdraw from this contract. We will reimburse the payment using the same payment methods that you used in the original transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees in connection with this return.
If you have received the item, please send it back or hand it over to us at the following address: ul. Zemska 7/5 54-438 Wrocław , immediately, and in any case not later than 14 days from the date on which you informed us of your withdrawal from this contract. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only responsible for reducing the value of things resulting from using it in a different way than was necessary to establish the nature, characteristics and functioning of things.
Below, for your convenience, we have prepared ready-made templates of documents that you can use if you need to submit a complaint in our store or withdraw from the contract.