(1) The customer has the right to complain about the Goods purchased from the Store.

(2) The customer shall make a claim by sending a claim form for the Goods under complaint. It is advisable to include in the complaint: the name and surname of the Customer or the company, the date of application, the receipt number, the name and quantity of the advertised Goods, the description and type of defect, the Customer’s request, the contact telephone number.

(3) The customer may send a claim in electronic form to the e-mail address info@xpertinprocesses.com or attach it to the claimed Goods.

(4) Along with the complaint, the Customer shall provide the Seller with the advertised Goods, a copy or the original receipt or other proof of purchase.

(5) The Seller undertakes to notify the Customer of the date and manner of processing the complaint within 14 days from the date of its submission.

(6) To the advertised and returned goods, the customer must attach a document of purchase (receipt or VAT invoice). The cost of sending back the goods in case of return is not refundable.

6. PRODUCT COMPLAINT

6.1. The basis and scope of the Seller’s liability to the Customer if the sold Product has a physical or legal defect (warranty) are defined by generally applicable laws, in particular the Civil Code.

6.2. The Seller is obliged to provide the Customer with a Product without defects. Detailed information on the Seller’s liability for a defect in the Product and the Customer’s rights are specified on the website of the Online Store in the “Complaint of goods” tab.

6.3. A complaint can be filed by the customer, for example:

6.3.1. In writing to the address: ul. Moniuszki 10, 62-052 Szreniawa

6.3.2. in electronic form via e-mail to: info@xpertinprocesses.com

6.4. It is recommended that the Customer provide in the description of the complaint: (1) information and circumstances regarding the subject of the complaint, in particular the type and date of occurrence of the defect; (2) a request for a method of bringing the Product into conformity with the Sales Agreement or a statement of price reduction or withdrawal from the Sales Agreement; and (3) contact details of the complainant – this will facilitate and accelerate the processing of the complaint by the Seller. The requirements stated in the preceding sentence are in the form of a recommendation only and do not affect the effectiveness of complaints submitted with the omission of the recommended description of the complaint.

6.5. The Seller will respond to the Customer’s complaint immediately, no later than within 14 calendar days from the date of its submission. Failure of the Seller to respond within the above period means that the Seller has recognized the complaint as justified.

6.6. If it is necessary for the Seller to respond to the Customer’s complaint or to exercise the Customer’s rights under the warranty to deliver the Product to the Seller, the Customer will be asked by the Seller to deliver the Product at the Seller’s expense to the address ul. Mielczarskiego 28/30 m1, 91-067 Łódź. However, if due to the nature of the defect, the type of the Product or the manner of its installation, the delivery of the Product by the Customer would be impossible or excessively difficult, the Customer will be asked to make the Product available to the Seller at the place where the Product is located, after agreeing on a date.

6.7. The request for delivery of the Product referred to in Section. 6.6 of the Terms and Conditions does not affect the running of the time limit for the Seller to respond to the Customer’s complaint referred to in item. 6.5 of the Terms and Conditions, and does not affect the Customer’s right to demand from the Seller to dismantle the defective Product and reinstall the Product after the defect-free replacement or removal of the defect, as referred to in Art. 561[1] of the Civil Code.

7. OUT-OF-COURT PROCEDURES FOR HANDLING COMPLAINTS AND INVESTIGATING CLAIMS, AND RULES OF ACCESS TO THESE PROCEDURES

7.1. Detailed information about the possibility for a Customer who is a consumer to use out-of-court procedures for handling complaints and pursuing claims, as well as rules of access to these procedures, are available at the offices and on the websites of district (city) consumer ombudsmen, social organizations whose statutory tasks include protecting consumers, Provincial Inspectorates of Commercial 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 and http://www.uokik.gov.pl/wazne_adresy.php

7.2. A customer who is a consumer has the following examples of out-of-court means of dealing with complaints and claims:

7.2.1. The customer is entitled to apply to the permanent amicable consumer court referred to in Art. 37 of the Law of December 15, 2000. On Commercial Inspection (Journal of Laws 2001 No. 4 item 25, as amended), with a request for settlement of a dispute arising from the concluded Sales Agreement. The Rules of Organization and Operation of Permanent Arbitration Consumer Courts are set forth in the Order of the Minister of Justice of September 25, 2001. On determining the rules of organization and operation of permanent arbitration consumer courts. (Journal of Laws 2001, no. 113, item 1214).

7.2.2. The customer is entitled to apply to the provincial inspector of the Commercial Inspection, in accordance with Art. 36 of the Law of December 15, 2000. on Trade Inspection (Journal of Laws 2001 No. 4 item 25, as amended), with a request to initiate mediation proceedings for the amicable settlement of a dispute between the Customer and the Seller. Information on the rules and procedures of the mediation procedure conducted by the provincial inspector of the Trade Inspection is available at the offices and on the websites of the individual provincial inspectorates of the Trade Inspection.

7.2.3. The Customer may obtain free assistance in resolving a dispute between the Customer and the Seller, also using the free assistance of a district (city) consumer ombudsman or a social organization whose statutory tasks include consumer protection (such as the Federation of Consumers, the Association of Polish Consumers). Advice is provided by the Consumer Federation at the toll-free consumer hotline number 800 007 707 and by the Association of Polish Consumers at the email address porady@dlakonsumentow.pl