Product complaint

Product complaint

Dear Customer,

we care about your rights, including the right to lodge a complaint. Below you will find detailed information about our liability for the defect of the product we sold and your rights related to the complaint on the basis of statutory - warranty.

Important! Remember that if a product has also been granted a warranty, you can also make a complaint based on it - in this case, however, the addressee will be the guarantor indicated in the warranty. The guarantee also defines the scope of your rights each time. Remember that the exercise of rights under the warranty does not affect our liability under the warranty and that the warranty does not exclude, limit or suspend your rights under the warranty provisions for defects of goods sold

The basis and scope of our liability for product defects under the warranty is determined by the generally applicable provisions of law, in particular the provisions of the Civil Code, and for sales contracts concluded until 24 December 2014 by the provisions of the Act of 27 July 2002 on special conditions of consumer sales and on the amendment to the Civil Code (Journal of Laws of 2002, No. 141, item 1176, as amended).

We are required to provide the product without defects. We are responsible under the warranty if the physical defect of the product is found within two years from the date of issue to the buyer. Important! We are responsible under the warranty for physical defects that existed at the time the danger passed to the buyer or resulted from a reason inherent in the item sold at the same time.

You can file a complaint, for example:

· In writing to the following address: LA-KO UL. KU DOŁOM 8 44-100 GLIWICE POLAND;

· In electronic form via e-mail to the following address: sklep@czescibasenowe.pl;

Provide in the complaint description: (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 statement of price reduction or withdrawal from the sales contract; and (3) your contact details - this will facilitate and speed up the processing of your complaint. Remember that the requirements provided 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, but it is not mandatory.

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 equivalent, which means that you can immediately use both the first and second group of rights: 1) Group: price reduction / refund If the product sold has a defect, you can submit a statement about the price reduction or withdrawal from the contract, unless we replace the defective product with a defect-free product or remove the defect immediately and without undue inconvenience to you. Important! This limitation does not apply if the product has already been replaced or repaired by us or if we have not complied with the obligation to replace the product with a product free from defects or to remove the defect. Ø If the customer is a consumer, instead of the defect removal proposed by us in accordance with the provisions above, request replacement of the product for one free of defects or instead of replacement of the product demand removal of the defect, unless bringing the product to compliance with the sales contract in the manner chosen by you is impossible or would require excessive costs 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 for one free of 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 way you choose or if it would involve excessive costs compared to the second possible way to bring it into conformity with the contract.

 

We will respond to your complaint immediately, no later than within 14 calendar days from the date of its submission. Important! Lack of response within the above-mentioned period means that we have deemed the complaint justified.

At http://ec.europa.eu/consumers/odr there is a platform available for online dispute resolution between consumers and entrepreneurs at 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 service contract.

Additional restrictions related to product complaints regarding non-consumer customers may be included in our store's regulations.

Other complaints

In the same way as above, you can also submit a complaint related to the provision of electronic services using our online store (e.g. account or order form) and other complaints related to the operation of our online store.

In the complaint description, provide (1) information and circumstances regarding the subject of the complaint, in particular the type and date of irregularities; (2) Your request; and (3) contact details - this will facilitate and speed up the processing of complaints. Remember that the requirements provided in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.