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We ensure that our products meet the highest standards. However, if the purchased Goods turn out to be non-compliant with the contract (have physical defects), you have the full right to file a complaint. We are liable for defects detected within 2 years from the date of delivery of the goods.
How to file a complaint step-by-step?
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Report the problem to us: You can do this in the most convenient way for you:
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📧 By e-mail to:
[email protected](recommended – the fastest method) -
✉️ By traditional mail to the address: Dorolet, Marynin 166a, 21-030 Motycz, Poland
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What should be included in the report? To speed up the process, please provide: your contact details, order number, describe what the defect is, and the date it was detected. Attaching a photo of the defect and proof of purchase (e.g., receipt, invoice, or transfer confirmation) is highly appreciated.
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Time for a response: We will respond to your report within 14 days of receiving it. The response will be sent in writing or to your e-mail address.
Your Rights (Hierarchy of Claims)
In accordance with current consumer law, you can primarily demand:
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Repair of the goods OR
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Replacement of the goods with new ones.
Only when repair or replacement is impossible or involves excessive costs for the store, or if the defect recurs, you can demand a price reduction or submit a statement of withdrawal from the contract (money refund). Refunds are made immediately, maximum within 14 days, using the same payment method that was used to pay for the order.
⚠️ What is excluded from the complaint? Please note that the store's liability covers only manufacturing and material defects that existed in the goods at the time of purchase. Mechanical damage caused by the user (e.g., tears, cuts), errors in self-assembly of components, and natural wear and tear of materials during operation are excluded from complaints.
Business Purchases (B2B): In the case of Buyers who are neither Consumers nor natural persons running a business with consumer rights (typical wholesale/company purchases), the Seller's liability under the implied warranty for defects is completely excluded pursuant to Art. 558 § 1 of the Polish Civil Code.