Complaints and refunds
The basis and extent of the Seller’s liability to the Customer, if the purchased product has a physical or legal defect (warranty), are governed by the generally applicable provisions of law, in particular by the Civil Code (in particular Articles 56-576 of the Civil Code). For Sales Agreements entered into before 24 December 2014, the basis and extent of the Seller’s liability to the Customer who is a natural person and who purchases the Product for non-professional or non-business purposes, in the event of the non-compliance of the product with the Sales Agreement, are subject to the generally applicable provisions of law, in particular to the Law of 27 July 2002 on the special conditions of consumer sale and on the amendment of the Civil Code (Journal of Laws 2002, item 141, point 1176, as amended).
The Seller is obliged to supply the Customer with a Product free of defects. Detailed information about the Seller's liability for defects in the Product and Customer's rights are set forth on the Internet Shop website in the complaint information tab.
Complaints may be made by the Customer, for example:
in writing to: ul. Braci Kobylańskich 41, 26-340 Drzewica;
in electronic form by e-mail to: sklep@gerlach.pl
The Customer's complaint should include:
– the purchase invoice number/order number and contact details: first name, last name, address, and phone number.
– a description of the circumstances surrounding the complaint, in particular the nature of the defect; a photo of the product defect may be attached.
– a request for a method of bringing the Product into compliance with the Sales Agreement (replacement of the product with a new one, refund of the product and funds) or a declaration of a price reduction or withdrawal from the Sales Agreement.
The requirements specified in the preceding sentence are recommendations only and do not affect the effectiveness of complaints submitted without the recommended complaint description.