PRODUCT COMPLAINT

Product complaint

Dear Customer, We care for your rights, including the right to lodge a complaint. Below you will find detailed information about our liability for the defect of the product sold by us and your rights related to the complaint on the statutory basis - due to the warranty.

Important!

Remember that if a product has also been granted a guarantee, you can also file a complaint based on it - in this case, however, the addressee will be the guarantor indicated in the guarantee. The guarantee also defines the scope of your rights each time. Remember that exercising the rights under the guarantee does not affect our liability under the warranty and that the guarantee does not exclude, limit or suspend your rights under the provisions of the warranty for defects in the item sold. The grounds and scope of our liability for product defects under the warranty is defined by generally applicable law, in particular the provisions of the Civil Code, and for sales contracts concluded until 24 December 2014 provisions of the Act of 27 July 2002 on special terms of consumer sales and on the amendment of the Civil Code (Journal of Laws of 2002 No. 141, item 1176, as amended). We have an obligation to provide a product without defects. We are responsible for the warranty if the physical defect of the product is found before the expiry of two years from the date of its delivery to the buyer.

Important!

We are responsible under the warranty for physical defects that existed at the time of transfer of danger to the buyer or resulted from the reason inherent in the item sold at the same time. You can submit a complaint in the following ways:

in writing to the following address: 30D Melgiewska St, 20-234 Lublin;

in electronic form via e-mail to the following address: reklamacje@meteor.pl.

Specify 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) request for a way to bring the product into compliance with the sales contract or a statement of price reduction or withdrawal from the sales contract; and (3) your contact details - it will facilitate and speed up the processing of your complaint. Remember that the requirements set out in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted in another way. When submitting a complaint, you can use our sample complaint form, but it is not mandatory.

The basic rights of the buyer in connection with the complaint of the product

For contracts concluded before 24 December 2014

For contracts concluded from 25 December 2014

In this case the rights have a 2-step  character, which means that you have the option of moving to the second step only after having completed the first step:


1) Stage 1:  Repair/replacement

If the product is inconsistent with the contract, you may request to bring it into conformity with the contract by free repair or exchange for a new one, unless repair or replacement is impossible or requires excessive costs. When assessing the excess of costs, the value of the product in accordance with the contract is taken into account, as well as the type and degree of non-compliance found, and the inconvenience to which you would otherwise be exposed.

2)  Stage 2: price reduction/refund

If for the reasons listed above, you cannot request repair or replacement, or if we fail to satisfy such request in a timely manner or if repair or replacement would expose you to significant inconvenience, you have the right to demand an appropriate price reduction or withdraw from the contract. Important! You cannot withdraw from the contract if the non-compliance of the product with the contract is irrelevant.

In this case, the rights are, in principle, equivalent, which means that you have the option of using both the first and the second group of rights in any time:

1)    Group 1: price reduction/refund

If the product sold has a defect, you can submit a statement about a price reduction or withdrawal from the contract, unless we, immediately and without undue inconvenience for you, replace the defective Product with a defect-free one or the defect will be removed Important! This limitation does not apply if the product has already been replaced or repaired by us or if we have not fulfilled the obligation to replace the product with one that is free from defects or to remove the defect. Ø  If the customer is a consumer, instead of the removal of a defect proposed by us in accordance with the above provisions, they can request replacement of the product free of defects, or instead of replacing the product, demand removal of the defect, unless it is impossible to bring the product into conformity with the sales agreement or would require excessive costs compared to the method proposed by us.

Important! The customer cannot withdraw from the contract if the defect is irrelevant.

2)    Group 2: Repair/replacement

If the product sold has a defect, you can request replacement of the product for one free from defects or removal of the defect. However, we may refuse to comply with your request if it is impossible to bring the defective product into conformity with the contract in the manner you have chosen or would require excessive costs compared to the other possible way to bring it into compliance with the contract.

Remember that a customer who exercises warranty rights is obliged to deliver a defective product at our cost to the following address: 30D Melgiewska St, 20-234 Lublin. If, however, due to the type of the product or the method of its installation, its delivery is excessively difficult, the customer is obliged to allow access to the product in the place where the product is located. We will respond to your complaint promptly, no later than 14 days from the date of its submission.

Important!

Lack of response in the above-mentioned period means that we considered the complaint justified. An online platform for settling disputes between consumers and entrepreneurs at the EU level (ODR platform) is available at http://ec.europa.eu/consumers/odr. The ODR platform is an interactive and multilingual website with a one-stop shop for consumers and entrepreneurs seeking out-of-court resolution of a dispute regarding contractual obligations arising from an online sales contract or service contract. Additional restrictions related to product complaints regarding non-consumer customers may be included in the regulations of our store.

Other complaints

In the same way as above, you can also submit a complaint related to the provision of electronic services via our online store (e.g. account or order form) and other complaints related to the operation of our online store. In the description of the complaint, we ask our customers to provide (1) information and circumstances regarding the subject of the complaint, in particular the type and date of the problem occurrence; (2) Your request; and (3) contact details - it will facilitate and speed up the processing of complaints. Remember that the requirements set out in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted in another way.

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