A policy of returns of goods & returns
Information on the right to withdraw from a contract concluded at a distanceAs a consumer, you have the right to withdraw from the contract concluded in the Online Store within 14 days without giving any reason. The deadline for withdrawal from the contract expires after 14 days from the day on which you came into possession of the item or on which a third party other than the carrier and indicated by you came into possession of the item. To exercise the right to withdraw from the contract, you must inform us of your decision to withdraw from this contract by means of an unequivocal statement (e.g. a letter sent by traditional mail or e-mail). You can send the statement, for example:
An example withdrawal form template is included in Annex 2 to the Consumer Rights Act and is additionally an annex to the regulations of the Online Store. You may use the withdrawal form template, but it is not obligatory. In order to meet the withdrawal deadline, it is sufficient for you to send information regarding the exercise of your right to withdraw from the contract before the withdrawal deadline expires. If you withdraw from this contract, we will reimburse you all payments received from you, including the costs of delivery (with the exception of the additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), immediately and in any event no later than 14 days from the day on which we are informed of your decision to exercise your right to withdraw from this contract. We will make the reimbursement using the same means of payment that you used in the original transaction, unless you have expressly agreed otherwise; in any case, you will not incur any fees as a result of this reimbursement. We may withhold reimbursement until we have received the goods or until you have provided us with proof that you have sent them back, depending on which event occurs first. If you have received the purchased item, please send it back to the address provided when accepting the complaint or withdrawing from the contract., immediately and in any event no later than 14 days from the day on which you informed us of your withdrawal from the contract. The deadline is met if you send back the item before the expiry of the 14-day period. You will have to bear the direct costs of returning the item. You are only liable for any diminished value of the item resulting from its use in a way other than necessary to establish the nature, characteristics and functioning of the item. The provisions contained in this communication concerning the consumer shall apply from 1 January 2021 and for contracts concluded from that date also to a buyer who is a natural person concluding a contract directly related to his or her business activity, when it results from the content of this contract that it is not of a professional nature for this person, resulting in particular from the subject of the business activity performed by him or her, made available on the basis of the provisions on the Central Register and Information on Business Activity. |
1. COMPLAINT HANDLING PROCEDURE
1.1. This point 6 of the Regulations specifies the procedure for handling complaints. common to all complaints submitted to the Seller, in particular complaints regarding Products, Sales Agreements, Electronic Services and other complaints related to the operation of the Seller or the Online Store.
1.2. A complaint may be filed, for example:
1.2.1. in writing to the following address: ul. Poznańska 216B, 88-100 Inowrocław.
1.2.2. in electronic form to the following address: info@multigenus.com.
1.3. The Product may be sent or returned as part of a complaint to the address provided to the Customer at the time of submitting the complaint.
1.4. It is recommended to include in the description of the complaint: (1) information and circumstances concerning the subject of the complaint, in particular the type and date of the irregularity or lack of compliance with the contract; (2) a request for a method of achieving compliance with the contract or a declaration of a price reduction or withdrawal from the contract or another claim; and (3) contact details of the person filing the complaint – this will facilitate and speed up the processing of the complaint. The requirements specified in the previous sentence take the form of recommendations only and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.
1.5. If the contact details provided by the complainant change during the complaint consideration process, he or she is obliged to notify the Seller thereof.
1.6. The complainant may attach evidence (e.g. photos, documents or the Product) related to the subject of the complaint to the complaint. The Seller may also ask the complainant to provide additional information or send evidence (e.g. photos), if this will facilitate and speed up the Seller's consideration of the complaint.
1.7. The Seller will respond to the complaint immediately, no later than within 14 calendar days from the date of its receipt.
1.8. The basis and scope of the Seller's statutory liability are specified by generally applicable legal provisions, in particular in the Civil Code, the Consumer Rights Act and the Act on the provision of electronic services of 18 July 2002 (Journal of Laws No. 144, item 1204, as amended). Below is additional information on the Seller's liability provided for by law for the compliance of the Product with the Sales Agreement:
1.8.1. In case of complaint Product – movable item (including movable item with digital elements) , excluding, however, a movable item that serves solely as a carrier of digital content - purchased by the Customer on the basis of the Sales Agreement concluded with the Seller from 1 January 2023 specify the provisions of the Consumer Rights Act in the wording applicable from 1 January 2023, in particular Articles 43a - 43g of the Consumer Rights Act.These provisions specify in particular the basis and scope of the Seller's liability towards the consumer in the event of non-conformity of the Product with the Sales Agreement.
1.9. In addition to statutory liability, a guarantee may be granted for the Product - this is a contractual (additional) liability and may be used when the Product is covered by a guarantee. The guarantee may be granted by an entity other than the Seller (e.g. the manufacturer or distributor). Detailed terms and conditions regarding liability under the guarantee, including the details of the entity responsible for the implementation of the guarantee and the entity authorized to use it, are available in the guarantee description, e.g. in the guarantee card or in another place concerning the granting of the guarantee. The Seller indicates that in the event of non-conformity of the Product with the contract, the Customer is entitled to legal remedies by and at the expense of the Seller, and that the guarantee does not affect these legal remedies.
1.10. The provisions contained in point 1.8.1. of the Regulations concerning the consumer also apply to a Client who is a natural person concluding an agreement directly related to his/her business activity, when it results from the content of this agreement that it does not have a professional character for this person, resulting in particular from the subject of the business activity performed by him/her, made available on the basis of the provisions on the Central Register and Information on Business Activity.
2. OUT-OF-COURT COMPLAINT AND CLAIM SETTLEMENT PROCEDURES AND RULES OF ACCESS TO THESE PROCEDURES
2.1. Methods of resolving disputes out of court include, among others, (1) enabling the parties to converge their positions, e.g. through mediation; (2) proposing a solution to the dispute, e.g. through conciliation; and (3) resolving the dispute and imposing its solution on the parties, e.g. through arbitration (arbitration court). Detailed information on the possibility for the Customer who is a consumer to use out-of-court methods of handling complaints and pursuing claims, the rules of access to these procedures and a user-friendly search engine for entities involved in amicable dispute resolution are available on the website of the Office of Competition and Consumer Protection at: https://polubowne.uokik.gov.pl/ .
2.2. The President of the Office of Competition and Consumer Protection has a contact point whose task is, among other things, to provide consumers with information on out-of-court resolution of consumer disputes. The consumer can contact the point: (1) by phone – by calling 22 55 60 332 or 22 55 60 333; (2) by e-mail – by sending a message to the following address: kontakt.adr@uokik.gov.pl lub (3) in writing or in person – at the Office’s Headquarters at Plac Powstańców Warszawy 1 in Warsaw (00-030).
2.3. The consumer has the following examples of possibilities to use out-of-court methods of handling complaints and pursuing claims: (1) an application for resolution of a dispute to a permanent consumer arbitration court; (2) an application for out-of-court resolution of a dispute to the provincial inspector of the Inspection; or (3) assistance of the district (municipal) consumer ombudsman or a social organization whose statutory tasks include consumer protection (including the Federation of Consumers, Association of Polish Consumers).Advice is provided, among others, by e-mail at: porady@dlakonsumentow.pl oraz by calling the consumer hotline number 801 440 220 (hotline open on Business Days, from 8:00 a.m. to 6:00 p.m., call charges according to the operator's tariff).
2.4. At the address http://ec.europa.eu/odr a platform for online dispute resolution between consumers and traders at EU level (ODR platform) is available. The ODR platform is an interactive and multilingual website with a one-stop shop for consumers and traders seeking out-of-court resolution of a dispute concerning contractual obligations arising from an online sales contract or a service contract (more information on the platform's website or on the website of the Office of Competition and Consumer Protection: https://polubowne.uokik.gov.pl/platforma-odr,161,pl.html).