Complaints and Returns

I. Product Complaints

1. A complaint may be submitted by any customer whose order was fulfilled incorrectly or who received a defective product.
2. Complaints should be submitted electronically to the email address: [email protected], with the subject line: Complaint.
3. Each complaint should include a detailed description of the non-conformity and a photo of the defective product.
4. Each complaint submitted by the customer that meets the above conditions will be reviewed on an individual basis.
5. GPPH S.C. K. Rzeźnik, W. Piechota is liable under the granted quality guarantee but bears no liability under the statutory warranty (warranty for defects).

II. Deadlines for Submitting Complaints by the Customer

1. Consumers are required to check the conformity of the goods with the order in terms of quality and quantity within 7 days from the date of receipt of the goods. The date of receipt shall be considered the day the goods are delivered by the courier or another postal operator chosen by the parties to the delivery address specified in the order. Complaints submitted after the 7-day period from the date of receipt of the goods will not be considered.
2. Complaint submissions are accepted on business days between 9:00 AM and 4:00 PM.
3. A decision regarding the acceptance or rejection of the complaint will be made within 14 business days, counted from the first business day following the date the complaint is received.

III. Right of Withdrawal from the Agreement by the Consumer

1. The agreement is concluded upon payment of the invoice. If the consumer makes the payment, the date of this transaction shall be considered the date of conclusion of the agreement with the company GPPH S.C. K. Rzeźnik, W. Piechota.
2. The Consumer agrees to receive confirmation of the conclusion of the agreement by means of information sent to the email address provided in the order form.
3. A Consumer who has concluded a distance contract or a contract outside the business premises may withdraw from it within 14 days without giving any reason and without incurring any costs, subject to the following exceptions regarding cost liability: if the Consumer has chosen a method of delivery other than the cheapest standard delivery method offered by GPPH S.C. K. Rzeźnik, W. Piechota, the company is not obliged to reimburse the Consumer for any additional costs incurred. The Consumer shall bear only the direct costs of returning the goods, unless GPPH S.C. K. Rzeźnik, W. Piechota has agreed to bear those costs or failed to inform the Consumer of the obligation to bear them.
4. The right of withdrawal from a contract concluded outside the business premises or at a distance does not apply to the Consumer with regard to contracts:
   1. for the provision of services, if GPPH S.C. K. Rzeźnik, W. Piechota has fully performed the service with the Consumer’s explicit consent, and the Consumer was informed prior to the commencement of the service that they would lose the right of withdrawal once the service was fully performed;
   2. in which the subject of the performance is a non-prefabricated item, manufactured according to the Consumer’s specifications or intended to meet their individual needs. The Consumer’s specifications shall be understood as the production of an item in accordance with the Consumer’s design, including any other individually selected feature of the product prepared specifically for that Consumer.

IV. Product Return

1. Only ready-made products available in our online store are eligible for return.
2. Returns must be submitted electronically to the email address: [email protected], with the subject line: Return.
3. After submitting the return notification by email, the Consumer is obliged to send the goods back to GPPH S.C. K. Rzeźnik, W. Piechota without undue delay, and no later than within 14 days from the date of withdrawal from the agreement.
4. The cost of returning the goods shall be borne by the Consumer (Article 34(2) of the Consumer Rights Act).
5. GPPH S.C. K. Rzeźnik, W. Piechota shall refund the payments made by the Consumer within 14 days from the date of receipt of the returned goods.
6. GPPH S.C. K. Rzeźnik, W. Piechota shall make the refund using the same payment method that was used by the Consumer, unless the Consumer has expressly agreed to a different method of refund that does not incur any additional costs for them.

V. Complaints Regarding Damaged Shipments

1. A condition for submitting a complaint is the possession of a carrier’s delivery report with a detailed description of the damage or shortages and the legible signature of the carrier.
2. Damage to the shipment must be reported by email within 5 days from the date of receipt of the shipment, to the email address: [email protected], with the subject line: Delivery Complaint.
3. In the event of shipment damage, the Recipient is obliged to keep the shipment at the disposal of GPPH S.C. K. Rzeźnik, W. Piechota until the complaint procedure is completed.
4. Complaints submitted after 5 days from the date of receipt of the shipment, as well as complaints concerning damage to the shipment if it was accepted without reservations, will not be considered.

VI. Delivery Time Complaint

1. The recipient of the shipment who receives the shipment after the agreed delivery date must note this fact on the waybill in the presence of the courier company’s representative. It is required to indicate the date and time of delivery as well as the reason for the delivery delay (as provided by the courier representative). In the event of a documented refusal to accept the shipment by the Recipient, the shipment will be returned to the registered office of GPPH S.C. K. Rzeźnik, W. Piechota at the Recipient’s expense.

VII. GPPH S.C. K. Rzeźnik, W. Piechota shall not be held liable for:

1. delays in product delivery by external courier services;
2. production delays resulting from external factors beyond the control of GPPH S.C. K. Rzeźnik, W. Piechota, such as power outages or delays in the delivery of materials intended for the production of goods;
3. delays in order fulfillment resulting from the time of delivery of correct data by the customer.
4. the timeliness of fund transfers between the customer’s bank and our bank.
5. GPPH S.C. K. Rzeźnik, W. Piechota is not liable for the timeliness of courier deliveries. Complaints regarding the quality of courier services will be considered only upon presentation of documents related to the damage (see point III).