Handling of Complaints


The buyer is obliged to assert their claim with the seller or entity designated as the repairer without undue delay after ascertaining the deficiency. If they do so in writing or electronically, they should state their contact data, description of the defect and their requirement relating to the method of handling of such complaint.

The buyer is obliged to notify the seller about the right they have opted for when notifying the defect or do so without undue delay after notification of the defect. Change of option without the consent of the seller is only possible if the buyer has requested a repair of a defect, which proves to be irreparable.

If the buyer fails to specify their right under substantial breach of contract, they shall have the same rights as under a non-substantial breach of contract.

The buyer is obliged to prove the purchase of the goods (at best by presentation of proof of purchase). The period for handling complaints runs from handover/delivery of the goods to the seller or to the designated point of repair. During transport, the goods should be wrapped in suitable packaging to prevent damage; the goods should be clean and complete.

The seller is obliged to make a decision on the complaint immediately, at the latest within three working days, or decide that an expert opinion is necessary. They convey the information about the necessity of expert assessment to the buyer within this period. The seller will deal with the complaint, including repair of the defect, without undue delay, within 30 days of its submission, unless the seller agrees with the buyer in writing on a longer period of time. Upon lapse of this period, the buyer has the same rights as those that apply to a substantial breach of contract.

Should the seller refuse to repair the defect on the item, the buyer may seek a reasonable discount on the price or withdraw from the contract.

The quality warranty is extended by the period from submission of the complaint till its clearance or till the date on which the buyer was obliged to pick-up the item. In case of replacement of the goods or part thereof, the liability of the seller shall be the same as applies to the sale of a new goods item or its component.

If it is not possible to follow the progress of clearance of the complaint on-line, the seller undertakes to notify the buyer about the handling of such complaint according to the buyer’s requirements by e-mail or SMS.

In the case of a justified complaint, the buyer shall be entitled to the reimbursement of costs reasonably incurred.