Category

Returns and complaints policy

  1. This point 6. The Regulations define the complaint handling procedure common to all complaints submitted to the Seller, in particular complaints regarding Products, Sales Contracts, Electronic Services and other complaints related to the operation of the Seller or the Online Store.
  2. A complaint may be submitted, for example:
    1. in writing to the following address: Magazynowa 8, 85-790 Bydgoszcz;
    2. in electronic form via e-mail to the following address: handel@xplo.pl.
  3. Sending or returning the Product as part of the complaint may take place to the following address: Magazynowa 8, 85-790 Bydgoszcz.
  4. It is recommended to provide in the description of the complaint: (1) information and circumstances regarding the subject of the complaint, in particular the type and date of occurrence of irregularities or lack of conformity with the contract; (2) request the manner of bringing the contract into conformity or a statement of price reduction or withdrawal from the contract or other claim; and (3) contact details of the complainant - this will facilitate and speed up the consideration of the complaint. The requirements given in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.
  5. In the event of a change in the contact details provided by the complainant during the consideration of the complaint, he is obliged to notify the Seller about it.
  6. The complaint may be accompanied by evidence (e.g. photos, documents or the Product) related to the subject of the complaint. The Seller may also ask the complainant to provide additional information or send evidence (e.g. photos) if this facilitates and accelerates the consideration of the complaint by the Seller.
  7. The Seller will respond to the complaint immediately, no later than within 14 calendar days from the date of its receipt.
  8. The basis and scope of the Seller's statutory liability are defined by generally applicable laws, in particular in the Civil Code, the Act on Consumer Rights and the Act on the provision of electronic services of 18 July 2002 (Dz.U. No. 144, item 1204, as amended). Below are additional information regarding the Seller's liability for the compliance of the Product with the Sales Agreement provided for by law:
    1. In the case of a complaint about a Product purchased by the Customer on the basis of a Sales Agreement concluded with the Seller until 31 December 2022, they shall specify the provisions of the Civil Code in the wording in force until 31 December 2022, in particular Articles 556-576 of the Civil Code. These provisions specify in particular the basis and scope of the Seller's liability towards the Customer if the Product sold has a physical or legal defect (warranty). Pursuant to art. 558 § 1 of the Civil Code, the Seller's liability under the warranty for the Product purchased in accordance with the previous sentence towards the Customer who is not a consumer is excluded.
    2. In the case of a complaint about a Product purchased by the Customer on the basis of a Sales Agreement concluded with the Seller from January 1, 2023, the provisions of the Consumer Rights Act in the wording in force from January 1, 2023, in particular Articles 43a - 43g of the Consumer Rights Act, shall specify. These provisions specify, in particular, the basis and scope of the Seller's liability towards the consumer in the event of non-compliance of the Product with the Sales Agreement.
  9. In addition to the statutory liability, a warranty may be granted for the Product - this is a contractual (additional) liability and can be used when the Product is covered by the warranty. The guarantee may be granted by an entity other than the Seller (e.g. by a manufacturer or distributor). Detailed conditions regarding liability under the guarantee, including details of the entity responsible for the implementation of the guarantee and the entity entitled to use it, are available in the description of the guarantee, e.g. in the warranty card or in another place regarding the granting of the guarantee. The Seller indicates that in the event of non-compliance of the Product with the contract, the Customer is entitled to legal remedies from and at the expense of the Seller by operation of law and that the warranty does not affect these legal remedies.
  10. The provisions concerning the consumer contained in point 6.8.2 of the Regulations also apply to the Customer who is a natural person concluding a contract directly related to its business activity, when the content of this contract shows that it does not have a professional character for that person, resulting in particular from the subject of its business activity, made available on the basis of the provisions on the Central Registration and Information on Economic Activity.

Contact

Address:

Poland
85-790 Bydgoszcz
ul. Magazynowa 8

The employees of the Customer Service Department are at your disposal:

from Mon. until Thu between 8 a.m. and 4 p.m.
in Fri. between 8am and 2pm

Do you have any questions?
Write or call us:

phone: +48 884-884-744
email: handel@xplo.pl