Dear Customer,
We take care of your rights, including the right to file a complaint. Below you will find detailed information on our liability for a defect in a product sold by us, as well as your rights related to a complaint under the law – under warranty.
Important! Remember that if the product also has a warranty, you can also make a complaint based on it – but in this case the addressee will be the guarantor indicated in the warranty. 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 that the warranty does not exclude, limit or suspend your rights under the warranty provisions for defects of the sold thing
The basis and scope of our liability for product defects under warranty is determined by generally applicable laws, 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 in the product is discovered before the expiration of two years from the date of its release to the buyer. Important! We are liable under the warranty for physical defects that existed at the time when the danger passed to the buyer or arose from a cause inherent in the sold thing at the same time.
You can make a complaint, for example:
- In writing to the address: F.H.U.P Andrzej Moćko, Zawoja Przysłop, 34-222 Zawoja;
- in electronic form via email to: kontakt@animalslove.pl;
State 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 conformity with the sales contract or a statement of price reduction or withdrawal from the sales contract; and (3) your contact information – this will facilitate and expedite the processing of your complaint. Remember that the requirements stated in the preceding sentence are in the form of a recommendation only and do not affect the effectiveness of complaints made with the omission of the recommended description of the complaint.
When making a complaint, you can use our sample complaint form , however, it is not mandatory.
Basic rights of the buyer in connection with a product complaint under the warranty |
In this case, the entitlements are, in principle, equivalent, which means that you have the opportunity to use both the first and second groups of entitlements at once: 1) Group: price reduction / money back If the sold product has a defect, you can make a statement to reduce the price or withdraw from the contract, unless we immediately and without excessive inconvenience for you replace the defective Product with a defect-free one or remove the def ect. Important! This limitation does not apply if the product has already been replaced or repaired by us, or if we have not fulfilled our obligation to replace the product with a defect-free one or to remove the defect. If you are a consumer, you may, instead of the removal of the defect proposed by us in accordance with the provisions above, demand the replacement of the product with a defect-free one or, instead of replacing the product, demand the removal of the defect, unless bringing the product into conformity with the sales contract in the manner chosen by you is impossible or would require excessive costs in comparison with the manner 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 to you has a defect, you can demand either a replacement of the product with a defect-free one or the removal of the defect. However, we may refuse to satisfy your request if it is either impossible to bring the defective product into conformity with the contract by the means you have chosen or, compared to the other possible means of bringing it into conformity with the contract, would require excessive costs. |
Remember that the customer who exercises warranty rights is obliged to deliver the defective product at our expense to the address: F.H.U.P Andrzej Moćko, Zawoja Przysłop, 34-222 Zawoja. However, if due to the nature of the product or the way it is installed its delivery would be excessively difficult, the customer is obliged to make the product available to us at the place where the product is located.
We will respond to your complaint promptly, no later than 14 calendar days from the date of submission. Important! If a Customer who is a consumer, exercising warranty rights, demanded replacement of the item or removal of the defect, or made a statement on reduction of the price, specifying the amount by which the price is to be reduced, and the Seller did not respond to this demand within 14 calendar days, it is considered that the demand was justified.
The consumer also has the option of using out-of-court dispute resolution.
Detailed information on the possibility for a customer who is a consumer to use out-of-court procedures for handling complaints and pursuing claims, as well as the rules of access to these procedures, is 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 Warsaw.), whose task is, among other things, to provide assistance to consumers in matters concerning out-of-court settlement of consumer disputes.
The consumer has the following examples of out-of-court means of dealing with complaints and claims: (1) a request for dispute resolution to a permanent amicable consumer court (for more information, see: http://www.spsk.wiih.org.pl/); (2) a request for out-of-court dispute resolution to a provincial inspector of the Commercial Inspection (for more information, see the website of the inspector with jurisdiction over the Seller’s place of business); and (3) assistance from a county (city) consumer ombudsman or a social organization whose statutory tasks include consumer protection (such as the Consumer Federation, the Polish Consumers Association). Advice is provided, among other things, by email at porady@dlakonsumentow.pl and by calling the consumer hotline at 801 440 220 (hotline open on Business Days, 8:00 a.m. – 6:00 p.m., call charge at the operator’s tariff).
A platform for online dispute resolution between consumers and businesses 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 businesses seeking out-of-court dispute resolution of contractual obligations arising from an online sales or service contract (for more information, visit the platform itself or the Office of Competition and Consumer Protection’s website: https://uokik.gov.pl/spory_konsumenckie_faq_platforma_odr.php).
Other complaints
In the same way as above, you can also file a complaint related to the provision of electronic services (e.g. account or order form) through our online store, 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 the irregularity; (2) your request; and (3) contact information – this will facilitate and expedite the processing of the complaint. Remember that the requirements stated in the preceding sentence are in the form of a recommendation only and do not affect the effectiveness of complaints made with the omission of the recommended description of the complaint.