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PRODUCT COMPLAINT

Dear Client We care about your rights, and a complaint is one of them. Below you will find detailed information regarding our liability for a defect in a product sold by us. In addition, we present the rules of your rights related to complaints on a statutory basis – under warranty. Important! Remember that if a given product has a warranty, a complaint is also possible under it. In such a case, however, the addressee will be the guarantor indicated in the guarantee. The warranty also specifies the scope of your rights in each case. Remember that the exercise of rights under the warranty does not affect our liability under the warranty, and the warranty does not exclude, limit or suspend your rights arising from the provisions on warranty for defects in the sold item.  The basis and scope of our liability for product defects under warranty is determined by generally applicable law. In particular, the provisions of the Civil Code. We are obliged to deliver a product without defects. We are liable under the warranty if a physical defect of the product is revealed within two years from the date of its delivery to the buyer.  Important! We are liable under the warranty for physical defects that existed at the time when the risk passed to the buyer or resulted from a cause inherent in the item sold at the same time.
YOU CAN SUBMIT A COMPLAINT:
in writing to the following address: ul. Wałbrzyska 38, 58-160 Świebodzice; in electronic form via e-mail to the following address: sklep@eurowolle.pl. Complaint – what should it include: (1) information and circumstances regarding the subject of the complaint, in particular the type and date of occurrence of the defect.  (2) a request for a method of bringing the product into compliance with the sales contract or a declaration of price reduction or withdrawal from the sales contract. (3) your contact details – this will facilitate and speed up the consideration of your complaint.  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 sample complaint form , but this is not obligatory.
BASIC RIGHTS OF THE BUYER IN CONNECTION WITH A PRODUCT COMPLAINT. 
For sales contracts concluded  from December 25, 2014.
In this case, the rights are, in principle, equivalent. This means that you can use both the first and second groups of permissions at once:
1. GROUP: PRICE REDUCTION/MONEY REFUND
If the sold product has a defect, you may submit a declaration of price reduction or withdrawal from the contract, unless we immediately and without excessive inconvenience to you replace the defective Product with a defect-free one or remove the defect. Important! This limitation does not apply if the product has already been replaced or repaired by us. Moreover, it does not apply if we have fulfilled the obligation to replace the product with a defect-free one or to remove the defect. If you are a consumer, you may request that the product be replaced with a defect-free product instead of the removal of the defect proposed by us in accordance with the provisions above. Instead of replacing the product, you may request removal of the defect, unless bringing the product into compliance with the sales contract in the manner you choose is impossible or would require excessive costs compared to the method proposed by us. Important! The customer cannot withdraw from the contract if the defect is immaterial.
2. GROUP: REPAIR/REPLACEMENT
If the sold product has a defect, you can request that the product be replaced with a defect-free one or that the defect be removed. However, we may refuse to comply with your request. This occurs when it is impossible to bring a defective product into compliance with the contract in the manner you have chosen. Moreover, in situations where, compared to the second possible method of bringing compliance with the contract, it would require excessive costs. Remember that a customer who exercises warranty rights is obliged to deliver the defective product at our expense to the following address: ul. Wałbrzyska 38, 58-160 Świebodzice. However, if, due to the type of product or the method of its installation, 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! Failure to respond within the above deadline in the event of a request for repair, replacement or price reduction means that we have considered the complaint to be justified.
OUT-OF-COURT METHODS OF RESOLVING DISPUTES
Detailed information on the possibility for a Customer who is a consumer to use out-of-court methods of dealing with complaints and pursuing claims, as well as 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 (telephone: 22 55 60 333, email: kontakt.adr@uokik.gov.pl or written address: Pl. Powstańców Warszawy 1, 00-030 Warszawa.). Its task is, among other things, to provide assistance to consumers in matters relating to out-of-court resolution of consumer disputes.  The consumer has the following exemplary options for using out-of-court methods of dealing with complaints and pursuing claims:  (1) an application for resolution of the dispute to a permanent consumer arbitration court. More information at: http://www.spsk.wiih.org.pl/. (2) an application for out-of-court resolution of the dispute to the provincial inspector of the Trade Inspection. More information can be found on the website of the inspector responsible for the place of business activity of the Seller. (3) assistance of a district (municipal) consumer ombudsman or a social organization whose statutory tasks include consumer protection (including the Consumer Federation, the Association of Polish Consumers). Advice is provided, among others, by e-mail at advice@dlakonsumentow.pl and by calling the consumer hotline number 801 440 220 (the hotline is open on Business Days, from 8:00 a.m. to 6:00 p.m., call fee according to the operator’s tariff). A platform for the online system for resolving disputes between consumers and entrepreneurs at the EU level (ODR platform) is available at http://ec.europa.eu/consumers/odr. The ODR platform is an interactive and multilingual website with a one-stop shop for consumers and entrepreneurs. It is used to out-of-court resolve a dispute regarding contractual obligations arising from an online sales contract or service provision contract. More information is available on the platform’s website or at the website of the Office of Competition and Consumer Protection: https://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. The complaint should include: (1) information and circumstances regarding the subject of the complaint, in particular the type and date of occurrence of the irregularity (2) Your request. (3) contact details – this will facilitate and speed up the processing 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.

At Eurowolle, we are passionate about wool and its beneficial effect on health and comfort of sleep and rest.

Contakt

tel:  (+48) 885 525 253

ul. Wałbrzyska 38
58-160 Świebodzice

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