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Complaints and withdrawal from the contract

Please read and follow the complaint procedure before returning the product

NOTE: The store does not accept parcels sent COD. Such parcels will not be collected!
 

1. GROUNDS FOR COMPLAINTS:

a) a) Complaints are subject to:

  • any product received by the Customer that does not comply with the description on the Store's website, in particular a different title, author or other - than ordered - product form (e.g. a printed book, instead of an audiobook)
  • any product received by the customer that has been damaged not due to the customer's action
  • any product received by the Customer containing a physical defect

b) Complaints are not subject to

  • products tailored to the customer's needs, prepared at his special request, made in accordance with the information approved by the customer in the ordering process, e.g. a book with a personal dedication
  • discounted products that contain information about possible damage in their description.
  • products used contrary to their intended use

2. COMPLAINT TERMS:

a) a) 2 months to notify the Seller about the non-compliance
The Buyer loses his rights if he does not notify the Seller about the non-compliance of the Product with the Sales Agreement within two months of finding the Product non-compliant. To meet the deadline, it is enough to send a notice before its expiry.
b) 6 months of presumption of non-compliance at the time of release of the Product
The Seller is liable to the Customer if the Product at the time of its release is inconsistent with the Sales Agreement; in the case of non-compliance within six months from the release of the Product, it is presumed that it existed at the time of release.
c) 2 years of the Seller's liability
The Seller is responsible for the Product's non-compliance with the Sales Agreement only if it is found within two years of the Product being delivered to the Customer; this period shall run anew in the event of replacement of the Product.

3. LODGING A COMPLAINT

a) a) After finding non-compliance / damage to the product, please contact us:

  • by phone at: +48728855449
  • By electronic means to the following address: k.kubikowska.art@gmail.com
  • By letter to the following address: Nanuszka Art Studio Karolina Kubikowska-Janas, Hoza 51/lok. 261, 00-681 Warszawa, Poland

b) The description of the complaint should include:

  • detailed name of the advertised product
  • the order number in which the product was purchased (optional, but it will speed up the complaint process)
  • the type of non-compliance of the product or its defect
  • contact details of the person submitting the complaint. In particular, a valid e-mail address and telephone number.

c) If the Seller will be required to deliver the Product to the Seller in order to respond by the Seller to the Customer's complaint or to exercise the Customer's rights resulting from the Product's non-compliance with the Sales Agreement / warranty, the Customer will be asked by the Seller to return it to the following address:

Nanuszka Art Studio Karolina Kubikowska-Janas, Hoza 51/lok. 261, 00-681 Warszawa, Poland

The seller may have the goods collected by a selected company at his own expense. The reimbursement may also be made by the Customer at his own expense, but after prior arrangement with the Seller. The costs incurred by the customer will be reimbursed in full.
The request for the delivery of the Product referred to above does not affect the time limit, the Seller's response to the Customer's complaint and does not infringe the Customer's rights.

4. DEALING WITH COMPLAINTS

a) In the event of non-compliance or product defect
The period for considering the complaint is 14 calendar days from the date of its submission. Failure to respond to the Seller within the above-mentioned period means that the Seller considered the complaint justified.
b) If the order is not delivered
The deadline for considering the complaint is 30 working days needed to consider the complaint by the intermediary who undertook the delivery + 14 calendar days

c) In the case of justified complaints, the Customer is entitled to:

  • replacement of the damaged product with a new one
  • replacement of the product that does not conform to the description of the correct one

d) When the product cannot be replaced or repaired:

  • lowering the price, thus returning the overpayment
  • exchange for another product at the same or slightly higher price
  • return all funds

EXTRAJUDICIAL METHODS OF SETTLING COMPLAINTS AND PURSUING CLAIMS, AS WELL AS RULES OF ACCESS TO THESE PROCEDURES
Detailed information on the possibility for the Customer who is a consumer to use extrajudicial means of dealing with complaints and redress and the rules of access to these procedures are available at the offices and on the websites of poviat (municipal) consumer ombudsmen, social organizations whose statutory tasks include consumer protection, Inspectorates of the Trade Inspection and at the following internet addresses of the Office of Competition and Consumer Protection:
http://www.uokik.gov.pl/spory_konsumenckie.php;
http://www.uokik.gov.pl/sprawy_indywidualne.php oraz
http://www.uokik.gov.pl/wazne_adresy.php.
The customer who is a consumer has, among others the following options for using out-of-court complaint and redress procedures:
The customer is entitled to apply to a permanent amicable consumer court referred to in art. 37 of the Act of December 15, 2000 on the Trade Inspection (Journal of Laws of 2001, No. 4, item 25, as amended), with a request to settle a dispute arising from the concluded Sales Agreement. The rules of organization and operation of permanent consumer courts of arbitration are specified in the ordinance of the Minister of Justice of September 25, 2001 on the rules of organization and operation of permanent consumer courts of arbitration. (Journal of Laws 2001, No. 113, item 1214).
The customer is entitled to apply to the provincial inspector of Trade Inspection, in accordance with art. 36 of the Act of December 15, 2000 on the Trade Inspection (Journal of Laws of 2001, No. 4, item 25, as amended), with a request to initiate mediation proceedings on the amicable settlement of the dispute between the Customer and the Seller. Information on the rules and procedure of the mediation procedure conducted by the provincial inspector of the Trade Inspection is available at the offices and on the websites of individual Provincial Inspectorates of the Trade Inspection.
The customer may obtain free assistance in resolving a dispute between the Customer and the Seller, also using the free assistance of a poviat (municipal) consumer ombudsman or a social organization whose statutory tasks include consumer protection (including the Consumer Federation, Association of Polish Consumers). Advice is provided by the Consumer Federation at the toll-free consumer hotline number 800 007 707 and by the Polish Consumers Association at the e-mail address: bilety@dlakonsumentow.pl.

At the address http://ec.europa.eu/consumers/odr there is an online platform for resolving disputes between consumers and entrepreneurs at the EU level (ODR platform). The ODR platform is an interactive and multilingual website with a one-stop shop for consumers and entrepreneurs seeking out-of-court settlement of a dispute regarding contractual obligations arising from an online sales speech or contract for the provision of services.

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