Warranty complaint
1. The online store is obliged to provide the Customer with a Product without defects.
2. In the event of non-compliance of the Product with the contract, the Customer should submit a complaint using the Complaint Form and return the complained goods to the Store along with the Complaint Form.
The complaint form can be downloaded here.
Complaints can be sent to the Online Store in writing or by e-mail to the following address:
ORPOL GROUP SP. Z.O.O. SP.K,
based in Ożarów Mazowiecki/Jawczyce
05-850 at Sadowa 3 street,
NIP:1182146619,
e-mail: sklep@veneziana.eu
The complained product should be sent to the same address.
3. The Store responds to the Customer's complaint within 14 days from the return of the goods together with the Complaint Form.
4. The Store is liable to the Customer under the warranty law regulated by the Civil Code of April 23, 1964 (Journal of Laws No. 16, item 93, as amended) for a period of 24 months.
5. When a defect occurs, the Customer may request from the Store (under the warranty):
• exchange of goods for new ones;
• repair of goods;
• price reduction;
• withdraw from the contract - if the defect is significant.
Significance of the defect: The significance of the defect is assessed taking into account its significance for the purpose (e.g. the car does not run) and the purpose for which the buyer purchased the goods. It is not possible to withdraw from the contract in the event of an insignificant defect (e.g. a broken TV remote control does not allow you to withdraw from the contract for the purchase of the receiver).
Price reduction: The reduced price should be in such proportion to the price resulting from the contract that the value of the item with a defect remains in proportion to the value of the item without the defect.
6. The Store will respond to the Customer's requests within 14 days of receiving the request. The Store will consider the Customer's requests taking into account the following circumstances:
• ease and speed of replacing or repairing the goods;
• the nature of the defect – material or immaterial;
• whether there were previous complaints about the goods
7. The Store may refuse the Customer's request regarding the replacement or repair of the goods provided that the replacement or repair of the goods is impossible or would require excessive costs compared to the second possible request. In such a case, the store will propose an alternative solution.
8. Each customer who is a consumer may use out-of-court methods of dealing with complaints and pursuing claims. To take advantage of the possibility of amicable resolution of disputes regarding online purchases, the Customer may submit a complaint, e.g.:
• via the EU ODR online platform, available at: http://ec.europa.eu/consumers/odr/,
• through the Provincial Inspector of Trade Inspection in Warsaw, ul. Sienkiewicza 3, 00-015 Warszawa http://wiih.org.pl/index.php
9. The course of proceedings for out-of-court resolution of consumer disputes is determined by the currently applicable provisions of law (in particular the Act of September 23, 2016 on out-of-court resolution of consumer disputes).
10. Pursuant to Article 558 of the Civil Code, the Store's liability under warranty is excluded in the case of contracts concluded with Customers who are not consumers.