RETURNS AND COMPLAINTS


THE RIGHT TO WITHDRAW FROM A CONTRACT CONCLUDED AT A DISTANCE

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As a consumer, you have the right to withdraw from the contract concluded in the Online Store within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (for example, a letter sent by post or e-mail). You can send the statement, for example: - in writing to the following address: Zbigniew Ciemniewski Przetwórstwo Rolno-Spożywcze, ul. Dzika 23, 43-215 Jankowice, Poland; - in electronic form via e-mail to the following address: biuro@treenuts.pl; An exemplary model withdrawal form is included in Annex 2 to the Consumer Rights Act and is additionally available on the website of our Online Store in the "Returns and complaints" tab. You can use the model withdrawal form, but it is not obligatory. In order to meet the deadline to withdraw from the contract, it is enough for you to send information regarding the exercise of your right to withdraw from the contract before the deadline to withdraw from the contract. In the event of withdrawal from this contract, we will refund all payments received from you, including the costs of delivering the goods (except for additional costs resulting from the method of delivery chosen by you other than the cheapest standard delivery method offered by us), immediately, and in any case no later than 14 days from the date on which we were informed about your decision to exercise the right to withdraw from this contract. We will refund the payment using the same payment methods that you used in the original transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of this return. We may withhold the reimbursement until we receive the item or until proof of its return is provided to us, whichever occurs first.

COMPLAINTS

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When submitting a complaint, you can use our sample complaint form, but it is not obligatory. The complaint may be submitted by the customer, for example:

  • in writing to the following address: Zbigniew Ciemniewski Przetwórstwo Rolno-Spożywcze, ul. Dzika 23, 43-215 Jankowice, Poland;

  • in electronic form via e-mail to the following address: biuro@treenuts.pl.

COMPLAINT DESCRIPTION

It is recommended that the Customer provide the following information in the description of the complaint - it will facilitate and speed up the consideration of the complaint by the Seller:

  • information and circumstances regarding the subject of the complaint, in particular the type and date of non-compliance / defect;

  • a request for a method of bringing the Product into compliance with the Sales Agreement or a declaration of price reduction or withdrawal from the Sales Agreement; and

  • contact details of the person submitting the complaint.

The requirements specified above are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.

DELIVERY OF THE ADVERTISED PRODUCT

The Customer who exercises the rights under the warranty is obliged to deliver the defective Product at the Seller's expense to the following address: Zbigniew Ciemniewski Przetwórstwo Rolno-Spożywcze, ul. Dzika 23, 43-215 Jankowice, Poland. If, due to the type of the Product or the method of its installation, the delivery of the Product by the Customer would be excessively difficult, the Customer is obliged to make the Product available to the Seller in the place where the Product is located.

SELLER'S ANSWER

The Seller will respond to the Customer's complaint immediately, no later than within 14 calendar days from the date of its submission. Failure to respond to the Seller within the above-mentioned period means that the Seller considered the complaint justified.

BASIC RIGHTS OF THE BUYER IN CONNECTION WITH THE COMPLAINT OF THE PRODUCT for sales contracts concluded from December 25, 2014.

In this case, the rights are, in principle, of an equivalent nature, which means that you can use both the first and the second group of rights:

  1. Group: price reduction / refund

If the product sold has a defect, you can submit a declaration of price reduction or withdrawal from the contract, unless we immediately and without undue inconvenience to you, we replace the defective Product with a defect-free one or remove the defect.

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 a product free from defects or to remove the defect.

If the Customer is a consumer, he may, instead of the removal of the defect proposed by us in accordance with the provisions above, demand that the product be replaced with a product free from defects, or instead of replacing the product, demand that the defect be removed, unless it is impossible to bring the product into compliance with the sales contract in a manner chosen by you or would require excessive cost compared to the method proposed by us.

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

  1. Group: repair / replacement

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

EXTRAJUDICIAL METHODS OF SETTLING COMPLAINTS AND PURSUING CLAIMS, AS WELL AS RULES OF ACCESS TO THESE PROCEDURES

Detailed information on the possibility for the Customer who is a consumer to use extrajudicial means of dealing with complaints and redress as well as the rules of access to these procedures are available at the offices and on the websites of poviat (municipal) consumer ombudsmen, social organizations whose statutory tasks include consumer protection, Voivodeship Inspectorates of the Trade 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

The customer who is a consumer has, inter alia, the following options for using out-of-court complaint and redress procedures:

The customer is entitled to apply to a permanent amicable consumer court referred to in art. 37 of the Act of December 15, 2000 on the Trade Inspection (Journal of Laws 2001 No. 4 item 25, as amended), with a request to settle a dispute arising from the concluded Sales Agreement. The rules of organization and operation of permanent consumer courts of arbitration are specified in the ordinance of the Minister of Justice of 25 September 2001 on the rules of organization and operation of permanent consumer courts of arbitration. (Journal of Laws 2001, No. 113, item 1214).

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

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

Kontakt

TreeNuts

Zbigniew Ciemieniewski
Przetwórstwo Rolno-Spożywcze
Dzika 23
43-215 Jankowice
Poland

Steuer ID: PL9541599964
Online Shop: +48 509 339 244
Produzent: +48 515 394 021
biuro@treenuts.pl

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