Complaints and Returns

Complaints
 
All complaints related to goods or performance of a sales contract can be filed by customers in a form of their choice. Preferably, complaints should be sent in writing to the address of the company, i.e.: Stekop S.A., Porosły-Kolonia 52, 16-070 Choroszcz, with the note “Warehouse” or by electronic mail to the following address: sprzedaz@ochronadione.pl. If you have any concerns, please contact us by phone at the following number: +48 85 748 90 35.

 

In order to ensure efficient consideration of complaints, we suggest that you provide the following data with your complaint: first name, last name, address, email address, telephone number, object of the complaint, and purchase order number (if possible); also, please indicate the customer’s demand, all circumstances related to the defect, the date on which the defect was identified, and, if possible, provide photographs of the defect (if you send the complaint by electronic mail).

 
We will provide a response to the complaint within 14 days of receiving it.
 
If received goods are defective, the customer can:
 

• submit a declaration about a reduction of the price or withdrawal from the sales contract, unless we are able, promptly and without excessive inconvenience to the customer, to replace the defective goods with goods that are free of any defects or to eliminate the defect.

 

This restriction does not apply if the goods have been replaced or repaired by us or if we have not fulfilled the duty to replace the goods to ones that are free of defects or to eliminate the defects. Instead of elimination of the defect suggested by us, the customer may demand that the goods be replaced with ones that are free of any defects or demand, instead of the replacement of the goods, that the defect be eliminated, unless it is impossible to make the object conform to the contract in the way selected by the customer or it would result in excessive costs compared to the method suggested by us.

 

• demand replacement of defective goods with ones that are free of any defects or demand elimination of the defect. We are required to replace defective goods with goods that are free of defects or to eliminate the defect within a reasonable time limit without excessive inconvenience to the customer.

 

However, we can refuse to comply with the customer’s demand if making defective goods conform to the contract in the way selected by the customer is impossible or too costly compared to another possible method of making the goods conform to the sales contract. The cost of the repair or replacement is borne by us.

 

A customer who exercises his rights under the implied warranty for defects is required to deliver the defective object to the following address: Stekop S.A., Porosły-Kolonia 52, 16-070 Choroszcz, with the note “Warehouse.”

 

We are liable under the implied warranty for defects if a physical defect is identified before the expiry of the period of two years after the handover of goods to the customer.

 
Returns
 
Withdrawal from the sales contract

Consumers who made a purchase in our online store may withdraw from the sales contract without stating the reason within 14 days of the receipt of the goods.
Consumers may withdraw from the sales contract by sending a declaration of withdrawal to us.
The declaration can be sent for example in writing to the following address:
Stekop S.A., Porosły-Kolonia 52, 16-070 Choroszcz, with the note “Warehouse,”
or by electronic mail to the following address: sprzedaz@ochronadione.pl

 

In order to comply with the time limit, the declaration must be sent prior to its expiry.
The consumer is required to return the goods to us promptly but not later than 14 days after the date of withdrawal from the sales contract. The time limit will be complied with as long as the goods are sent to our address before its expiry.

 

We are required to promptly, not later than 14 days of the date of receipt of the consumer’s declaration of withdrawal from the sales contract, return to the consumer all payments made by the consumer, including the cost of delivery of the goods to the consumer. However, we may suspend the return of the payments received from the consumer until we receive back the goods or until we receive from the consumer a proof of shipment of the goods, whichever takes place earlier.

 

If a consumer exercising its rights to withdraw from the contract selects a method of delivery of the goods other than the cheapest regular method of delivery offered by us, we are not obligated to reimburse to the consumer the associated additional costs.
In the event of withdrawal from a sales contract, the consumer bears only the direct costs of return of the goods.

 

The consumer is responsible for decrease of the value of the goods as a results of their use in a way that goes beyond what is necessary to determine the nature, the characteristics, and the functioning of the goods.

 

We return the payments received using the same payment methods as those used by the consumer, unless the consumer expresses its consent to another way to return the payments that will not cause any costs to the consumer.