Complaints procedure

The buyer is obliged to file a complaint with the seller or the person designated for repair without undue delay after the defect is discovered. In written or electronic communication, he should state his contact details, a description of the defect and a request for the method of handling the complaint. The buyer is obliged to inform the seller of the right he has chosen when reporting the defect, or without undue delay after reporting the defect.

A change of choice without the seller's consent is only possible if the buyer requested the repair of a defect that turns out to be irreparable. If the buyer does not choose his right from a material breach of contract in time, he has the same rights as in the case of a non-material breach of contract.

The buyer is obliged to prove the purchase of the goods (preferably with a proof of purchase). The period for handling the complaint runs from the handover/delivery of the goods to the seller or to the place designated for repair. The goods should be packed in suitable packaging during transport to prevent damage, and they should be clean and complete.

The seller is obliged to decide on the complaint without delay, no later than within three working days, or on the fact that a professional assessment is necessary for the decision. The information on the necessity of a professional assessment will be communicated to the buyer within this period. The seller will handle the complaint, including the removal of the defect, without undue delay, no later than within 14 days of its application, unless a longer period is agreed upon in writing with the buyer. After this period has expired, the buyer has the same rights as if it were a material breach of contract.

If the seller refuses to remove the defect in the item, the buyer may request a reasonable discount on the price or withdraw from the contract. The warranty period is extended by the period from the application of the complaint until its settlement or until the time when the buyer was obliged to collect the item.

If the goods or a part thereof are replaced, the seller's liability applies as if it were a purchase of new goods or a part thereof. If it is not possible to monitor the status of the complaint settlement online, the seller undertakes to inform the buyer about the settlement of the complaint by e-mail or SMS, at his request. In the case of a justified complaint, the buyer is entitled to compensation for the costs reasonably incurred.