Returns and Complaints

1. PRODUCT COMPLAINT

1.1. The basis and scope of the Seller’s liability towards the Customer if the sold Product has a physical or legal defect (warranty) are determined by generally applicable provisions of law, in particular the Civil Code (including Articles 556-576 of the Civil Code).

1.2. The Seller is obliged to deliver the Product to the Customer free from defects.

1.3. Complaints may be submitted by the Customer:

– in writing to the following address: ul. Sarmacka 5G, 00-972, Warsaw;
– in electronic form via email to the following address: info@carfix.ac.

1.4. It is recommended that the Customer include the following in the complaint description: (1) information and circumstances regarding the subject of the complaint, in particular the type and date of the defect; (2) a request for the Product to be brought into conformity with the Sales Agreement or a statement of price reduction or withdrawal from the Sales Agreement; and (3) the contact details of the person submitting the complaint – this will facilitate and speed up the processing of the complaint by the Seller. The requirements specified in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.

1.5. The Seller shall respond to the Customer’s complaint immediately, no later than within 14 calendar days from the date of its submission. If the Customer, being a consumer, exercising their rights under the warranty, has requested replacement of the item or removal of the defect, or has made a statement on price reduction, specifying the amount by which the price is to be reduced, and the Seller has not responded to this request within 14 calendar days, the request shall be deemed justified.

1.6. A Customer exercising their rights under the warranty is obliged to deliver the defective Product to the following address: ul. Sarmacka 5G, 00-972, Warsaw. In the case of a Customer who is a consumer, the cost of delivery of the Product shall be borne by the Seller. If, due to the type of Product or the manner of its installation, delivery of the Product by the Customer who is a consumer would be excessively difficult, the Customer shall be obliged to make the Product available to the Seller at the place where the Product is located.

1.7. Pursuant to Article 558 § 1 of the Civil Code, the Seller’s liability under the warranty for the Product towards a Customer who is not a consumer is excluded.

2. OUT-OF-COURT COMPLAINT HANDLING AND CLAIMS PROCEDURES AND RULES FOR ACCESS TO THESE PROCEDURES

2.1. Detailed information on the possibility for the Customer who is a consumer to use out-of-court complaint and redress procedures and the rules for accessing these procedures are available on the website of the Office of Competition and Consumer Protection at: https://uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich. php.

2.2. The President of the Office of Competition and Consumer Protection also has a contact point (telephone: 22 55 60 333, email: kontakt.adr@uokik.gov.pl or postal address: Pl. Powstańców Warszawy 1, 00-030 Warsaw), whose tasks include providing assistance to consumers in matters relating to out-of-court settlement of consumer disputes.

2.3. The consumer has the following examples of options for using out-of-court complaint and redress mechanisms: (1) a request for dispute resolution to a permanent consumer arbitration court (more information at: http://www.spsk.wiih.org.pl/); (2) request for out-of-court dispute resolution to the provincial inspector of the Trade Inspection Authority; and (3) assistance from the district (municipal) consumer ombudsman or a social organisation dealing with consumer protection (e.g. the Consumer Federation, the Association of Polish Consumers).

3. RIGHT TO WITHDRAW FROM THE AGREEMENT

3.1. A consumer who has concluded a distance contract may withdraw from it within 14 calendar days without giving any reason. The statement of withdrawal from the contract may be submitted:

– in writing to the following address: ul. Sarmacka 5G, 00-972, Warsaw;
– in electronic form to the following address: info@carfix.ac.

3.2. Withdrawal from the contract must be reported in electronic form to the following address: info@carfix.ac. The order number, details and bank account for the refund must be provided in the notification.

3.3. The Seller is obliged to immediately, no later than within 14 calendar days from the date of receipt of the consumer’s statement of withdrawal from the contract, return to the consumer all payments made by him. The Seller may withhold the refund until the Product is received or proof of its return is provided.

3.4. The consumer is obliged to return the Product to the following address: ul. Sarmacka 5G, 00-972, Warsaw, no later than within 14 days from the date of withdrawal from the contract.

3.5. The consumer is responsible for any reduction in the value of the Product resulting from its use in a manner that goes beyond what is necessary to determine the nature, characteristics and functioning of the Product.