Complaints

1. Seller’s Liability

The Seller is liable to the Consumer for the conformity of the goods with the contract under the terms specified in the Act of May 30, 2014, on Consumer Rights. Liability covers any lack of conformity existing at the time of delivery and discovered within 2 years of that date, taking into account specific provisions.

2. When to File a Complaint

A complaint may be filed, in particular, if the goods are damaged, incomplete, do not correspond to the description or order, do not have the agreed-upon properties, or are otherwise inconsistent with the contract.

3. How to File a Complaint

Complaints can be sent to lp.ne1791804284tram@1791804284oruib1791804284 or in writing to: MARTEN TRADE sp. z o.o., ul. Nowowiejska 1, 57-160 Borek Strzeliński.

For efficient complaint processing, please provide the following information:

your name and contact details;

your order number;

your product name;

A description of the identified non-conformity and the date it was noticed;

Consumer’s request;

If helpful, photos showing the problem.

A receipt is not a requirement for accepting a complaint. The purchase can also be proven in other ways.

4. Consumer Rights

If the goods do not conform to the contract, the Consumer may request their repair or replacement. The Consumer may choose between these methods, subject to statutory cases in which the chosen method is impossible or would require excessive costs.

The Consumer may submit a declaration of price reduction or – in the case of a significant non-conformity – withdrawal from the contract in the cases provided for by law, in particular if the Seller has refused to bring the goods into conformity with the contract, has failed to do so within a reasonable time or without excessive inconvenience, the lack of conformity persists despite attempts to repair or replace the goods, or the circumstances indicate that the Seller will not bring the goods into conformity in an appropriate manner.

The Consumer cannot withdraw from the contract if the lack of conformity is immaterial.

5. Response Time

The Seller will respond to the Consumer’s complaint within 14 days of its receipt. Failure to respond within this timeframe will constitute acceptance of the complaint. The response will be provided on paper or another durable medium, in particular by email.

6. Complaint Costs

The Consumer is not responsible for the cost of repairing or replacing goods that do not conform to the contract. The Consumer provides the goods to be repaired or replaced to the Seller, and the Seller collects them at their own expense. The costs of repair or replacement, including shipping, transportation, labor, and materials, are borne by the Seller.

Before sending the goods, it is recommended to contact lp.ne1791804284tram@1791804284oruib1791804284 to arrange for the delivery of the goods.

7. Withdrawal from the Contract as part of a Complaint

If the Consumer effectively withdraws from the contract due to the goods’ nonconformity, they must return the goods to the Seller at their expense. The Seller will refund the purchase price immediately, no later than within the time period specified by applicable law.

8. Entrepreneurs with Consumer Rights

The provisions regarding liability for the conformity of goods with the contract also apply to individuals concluding a contract directly related to their business activities, if the contract is not of a professional nature for them, arising in particular from the subject of their business activity.