PRODUCT COMPLAINT POLICY
§ 1
1. Complaint due to warranty.
1. All products offered in the Shop come with a manufacturer's warranty valid in the territory of the European Union.
2. The warranty period for products is 24 months and is counted from the day the product is delivered to the customer.
3. The document entitling to warranty protection is the warranty card or the proof of purchase (receipt).
4. The warranty does not exclude the rights of the Consumer and entities mentioned in § 10 of the Terms and Conditions, arising from the warranty for physical and legal defects of the product, as defined in the Civil Code.
2. Complaint due to the warranty for defects.
1. The basis and scope of the Seller's liability towards a customer who is a Consumer or an entity mentioned in §10 of the Terms and Conditions, due to the warranty covering physical and legal defects, are specified in the Civil Code Act of April 23, 1964 (Journal of Laws No. 16, item 93 with amendments).
2. Notifications about defects concerning the product and the submission of the appropriate request can be made via email to: info@growshop.org or in writing to the address: ul. Stanisławowska 47, 54-611 Wrocław.
3. In the above-written or electronic message, as much information and circumstances regarding the subject of the complaint as possible should be provided, in particular the type and date of occurrence of the irregularity and contact details. The provided information will significantly facilitate and speed up the processing of the complaint by the Seller.
4. To assess the physical defects of the product, it should be delivered to the address: EuroTrade Jan Walczak, ul. Stanisławowska 47, 54-611 Wrocław.
5. The Seller will respond to the customer's request immediately, no later than within 14 days from the moment of reporting the complaint.
6. In the case of a complaint from a customer who is a Consumer or an entity mentioned in § 10 of the Terms and Conditions – not addressing the complaint within 14 days of its submission is tantamount to acknowledging it. In connection with a justified complaint from a customer who is a Consumer or an entity mentioned in § 10 of the Terms and Conditions, the Seller covers the costs of collection, delivery, and exchange of the product without defects.
7. The response to the complaint is provided on paper or another durable medium.
RIGHT TO WITHDRAW FROM THE AGREEMENT
§ 2
1. Subject to paragraph 10 of this section, a customer who is also a Consumer or an entity mentioned in § 10 of the Terms and Conditions, who has concluded a distance contract, may withdraw from it without giving any reason by submitting an appropriate statement within 14 days. To meet this deadline, it is sufficient to send the withdrawal statement provided by the Shop.
2. In case of withdrawal from the agreement, the Sales Agreement is considered not concluded, and the Consumer or the entity mentioned in § 10 of the Terms and Conditions is obliged to return the product to the Seller or hand it over to a person authorized by the Seller to collect it immediately, but no later than 14 days from the day on which they withdrew from the agreement, unless the Seller has proposed that he will pick up the product himself. To meet the deadline, it is sufficient to return the product before its expiry.
3. In case of withdrawal from the Sales Agreement, the product should be returned to the address: EuroTrade Jan Walczak, ul. Stanisławowska 47, 54-611 Wrocław.
4. The Consumer or the entity mentioned in § 10 of the Terms and Conditions is responsible for any diminished value of the product resulting from using it in a way that goes beyond what is necessary to establish the nature, characteristics, and functioning of the product. To establish the nature, characteristics, and functioning of the products, the Consumer or the entity mentioned in § 10 of the Terms and Conditions should handle and inspect them only in the same way as they would be allowed to do in a physical store.
5. Subject to paragraphs 6 and 8 of this section, the Seller will refund the value of the product along with the costs of its delivery using the same method of payment used by the Consumer unless the Consumer or the entity mentioned in § 10 of the Terms and Conditions has expressly agreed to a different method of refund, which does not involve any costs for them. Subject to paragraph 7 of this section, the refund shall be made immediately, and no later than within 14 days from the moment the Seller received the statement of withdrawal from the Sales Agreement.
6. If the Consumer or the entity mentioned in § 10 of the Terms and Conditions has chosen a method of delivery of the product other than the cheapest standard delivery method offered by the Shop, the Seller is not obliged to refund the incurred additional costs to them.
7. If the Seller has not offered to pick up the product from the Consumer or the entity mentioned in § 10 of the Terms and Conditions, he may withhold the refund of payments received from the Consumer until the item is returned or the Consumer provides proof of its return, depending on which event occurs first.
8. The Consumer or the entity mentioned in § 10 of the Terms and Conditions, withdrawing from the Sales Agreement in accordance with paragraph 1 of this section, bear only the costs of returning the product to the Seller.
9. The fourteen-day period in which the Consumer or the entity mentioned in § 10 of the Terms and Conditions can withdraw from the agreement counts from the day on which the Consumer or the entity mentioned in § 10 of the Terms and Conditions took possession of the product, and in the case of a service from the day of concluding the agreement.
10. The right to withdraw from a distance contract does not apply to the Consumer or the entity mentioned in § 10 of the Terms and Conditions, in the case of a Sales Agreement:
1. where the subject of the service is a non-prefabricated item, made according to the consumer's specifications or serving to satisfy his individualized needs,
2. where the subject of the service is an item delivered in a sealed package, which cannot be returned for health protection or hygiene reasons if the package was opened after delivery,
3. where the subject of the service concerns items that were inseparably mixed with other items after delivery, due to their nature,
4. where the subject of the service is a service, if the Seller has fully performed the service with the express consent of the Consumer, who was informed before the beginning of the service, that after the Seller’s fulfillment of the service, he will lose the right to withdraw from the agreement,
5. where the subject of the service is an item subject to rapid spoilage or having a short shelf life.
11. The right to withdraw from the Sales Agreement is available to both the Seller and the Client, in case the other party to the agreement does not fulfill its obligation from the agreement within a strictly defined period.