Polish
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Product complaint
Dear Customer,
we care about your rights, including the right to file a complaint. Below you will find detailed information about our liability for a defect in the product we sold and your rights related to a complaint on a statutory basis - under the warranty .
Important! Remember that if a given product has also been granted a guarantee , you can also submit 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 the exercise of warranty rights 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 in sold items. warranty is defined by generally applicable laws, in particular the provisions of the Civil Code.
We have a duty to deliver the product without defects. We are liable under the warranty if the physical defect of the product is found within two years from the date of its delivery 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 address: ul. A. Corelli 9/24, 03-289 Warsaw;
- in electronic form via e-mail to the following address: customer@raystop.pl;
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) requesting a way to bring 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 - this 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 example complaint form (link opens in a new tab), however, it is not mandatory.
The basic rights of the buyer in connection with a product complaint under the warranty:
In this case, the rights are, as a rule, 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 of price reduction or withdrawal from the contract, unless we immediately and without excessive inconvenience for you replace the defective Product with free from defects or we will 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 defect-free one or remove the defect.
• If the customer is a consumer, he may, instead of the defect removal proposed by us in accordance with the provisions above, demand replacement of the product for a defect-free one, or instead of replacing the product, demand removal of the defect, unless bringing the product into compliance with the sales contract in a 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 insignificant.
2) Group: repair/replacement
If the product sold has a defect, you can request replacement of the product with a defect-free one or removal of the defect. However, we may refuse to satisfy your request if bringing the defective product into compliance with the contract in the manner chosen by you is impossible or would require excessive costs compared to the other possible way to bring the defective product into compliance.
Remember that a customer who exercises warranty powers is obliged to deliver a defective product at our expense to:
"RayStop car curtains, Artoym Ratynski"
str. Płochocińska 35
03-044 Warsaw
+48660391563
However, if due to the type of product or the way it is mounted, 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! If the Customer who is a consumer, exercising the rights under the warranty, requested a replacement of the item or removal of the defect or made a statement of price reduction, specifying the amount by which the price is to be reduced, and the Seller did not respond to this request within 14 calendar days, that the request was justified.
The consumer also has the option of using out-of-court dispute resolution.
Detailed information on the possibility for the Customer who is a consumer to use out-of-court methods of dealing with complaints and pursuing claims and the rules of access to these procedures are available on the website of the Office of Competition and Consumer Protection at: https://uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich .php.
There is also a contact point at the President of the Office of Competition and Consumer Protection (phone: 22 55 60 333, email: kontakt.adr@uokik.gov.pl or written address: Pl. Powstańców Warszawy 1, 00-030 Warsaw.), whose task is, among others, to provide assistance to consumers in matters relating to out-of-court resolution of consumer disputes.
The consumer has the following exemplary possibilities of using out-of-court methods of dealing with complaints and pursuing claims: (1) application for dispute settlement to a permanent amicable consumer court (more information at: http://www.spsk.wiih.org.pl/ ); (2) an application for out-of-court dispute resolution to the voivodship inspector of the Trade Inspection (more information on the website of the inspector competent for the place of the Seller's business activity); and (3) assistance of the poviat (municipal) consumer ombudsman or social organization whose statutory tasks include consumer protection (including the Consumer Federation, Association of Polish Consumers). Advice is provided, inter alia, by e-mail at the address advice@dlakonsumentow.pl and at the consumer helpline number 801 440 220 (the helpline is open on Business Days, from 8:00 a.m. to 6:00 p.m., connection fee according to the operator's tariff).
At www.ec.europa.eu/consumers/odr, a platform for an online dispute resolution system between consumers and entrepreneurs at the EU level (ODR platform) is available. The ODR platform is an interactive and multilingual website with a comprehensive service point for consumers and entrepreneurs seeking out-of-court settlement of a dispute regarding contractual obligations arising from an online sales contract or contract for the provision of services (more information on the website of the platform itself or at the website of the Office of Competition and Consumer Protection : www.uokik.gov.pl/spory_konsumenckie_faq_platforma_odr.php).
Other complaints
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. 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 irregularities; (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.
