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Returns and complaints

CONTENTS

 

COMPLAINTS

TEMPLATE OF A COMPLAINT FORM FOR A CONSUMER

TEMPLATE OF A COMPLAINT FORM IN THE CASE OF AN ENTREPRENEUR WITH CONSUMER RIGHTS

RETURNS - WITHDRAWAL FROM THE AGREEMENT

TEMPLATE WITHDRAWAL FROM THE CONTRACT IN THE CASE OF A CONSUMER

SPECIMEN FORM WITHDRAWAL FROM THE CONTRACT IN THE CASE OF AN ENTREPRENEUR WITH CONSUMER RIGHTS

 


COMPLAINTS

How to submit complaints in the Store

1. The complaint should contain data enabling identification of the Customer:

first name and last name,
correspondence address,
e-mail adress,
type and date of occurrence of the defect,
claims related to the complaint.
2. In the event of receiving an incomplete complaint, the Seller will call the Customer to complete it.

3. The complaint should be sent to the e-mail address: shop@bellacasa.co 

4. The customer may use the complaint form provided by the Seller.

5. The Seller will respond to a complete complaint of a physical Product within 14 days of receiving the complaint and inform the Customer about further proceedings to the e-mail address of the complainant.

6. If the Product has a defect, the Customer may submit a statement of price reduction or withdrawal from the contract, unless the Seller immediately and without undue inconvenience to the Customer replaces the defective Product with a defect-free one or removes the defect. This limitation does not apply if the Product has already been replaced or repaired by the Seller or the Seller has satisfied the obligation to replace the Product with a defect-free one or remove the defect.

7. The Customer may, instead of removing the defect proposed by the Seller, demand replacement of the Product with a defect-free one, or instead of replacing the Product, demand removal of the defect, unless bringing the Product into compliance with the contract in the manner chosen by the Customer is impossible or would require excessive costs compared to in the manner proposed by the Seller. When assessing the excess of costs, the value of the Product free from defects, the type and significance of the defect found are taken into account, as well as the inconvenience to which the Customer would be exposed by a different method of satisfaction.

8. The customer may not withdraw from the contract if the defect is insignificant.

9. In the event of a defect, the Customer may also request replacement of the Product with a defect-free one or removal of the defect. The Seller is obliged to replace the defective Product with a defect-free one or remove the defect within a reasonable time without undue inconvenience to the Customer. The Seller may refuse to satisfy the Customer's request if bringing the defective Product into compliance with the contract in the manner selected by the Customer is impossible or would require excessive costs compared to the other possible way to bring the defective Product into compliance with the contract.

10. In the case of a complaint in which the Customer requested repair or replacement, the Seller, via a courier company, will collect the goods from the Buyer at its own expense after prior arrangement of a convenient time for its collection.
The Seller prepares a waybill with the carrier for the agreed date of receipt of the shipment, which is then sent by e-mail to the Buyer for printing and handing over to the courier upon receipt of the order. Collection of parcels is possible from Monday to Friday from 9.00 to 16.00

11. In the event of a complaint in which the Customer requested withdrawal from the contract, the Customer will send the goods on his own to the address of the company's registered office, and then the Seller will reimburse the Customer for the cost immediately, but not later than within 14 days of receipt of the goods or proof of sending them back.

12. The customer is obliged to secure the returned goods in a way that prevents their damage.

Above all:

the goods should be properly secured - the packaging should be adapted to the goods: cardboard box and proper filling of the shipment, etc.
remove the old label
do not stick the label on the original packaging of the goods, only on the cardboard or on the packaging material
if the purchased goods arrived on a pallet, the return shipment should also be prepared on a pallet.
Shipping address: BellaCasa.co sp. z o.o. st. Zaganska 100 G, 68 -200 Zary.

 

Appendix No. 1 - Template of the complaint form in the case of a Consumer - download HERE

Appendix No. 2 - Template of the complaint form in the case of an Entrepreneur with consumer rights - download HERE

 

 

TEMPLATE OF A COMPLAINT FORM FOR A CONSUMER

Place, date: …………………………….

 

Name and surname/company: …………………………….

Address: ……………………………….

Email: …………………………….

Phone number: …………………………….

Order number: …………………………….

Date of receipt of the order: …………………………….

 

[Seller's data: name, address]

__________________________________

__________________________________

 

Product complaint

I hereby inform you that I purchased on ..............................

the product ……………………………………………………… [product information] is defective.

The defect is …………………………………………………………………………………. …………………………………………………………………………………………………………………………………… ………….………………

…………………………………………………………………………………………………………………………………… ……..[Defect description].

The defect was found on .....................................................

In view of the above, I request:

exchange of goods for a new one (Article 561 § 1 of the Civil Code)
free repair of goods (Article 561 § 1 of the Civil Code)
reduction of the price of the goods by the amount of PLN ..................., in words: PLN ................................... (Article 560 § 1 of the Civil Code),
I withdraw from the contract (Article 560 § 1 of the Civil Code).
Bank account number for refund: ………………………………………………………………………………………………………………… ………

Bank account holder: ………………………………..………………………………….

 

Date: ____________________ Consumer's signature: __________________



TEMPLATE OF A COMPLAINT FORM IN THE CASE OF AN ENTREPRENEUR WITH CONSUMER RIGHTS

Place, date: …………………………….

 

Name and surname/company: …………………………….

Company address: ……………………………….

NIP: ……………………………

Email: …………………………….

Phone number: …………………………….

Order number: …………………………….

Date of receipt of the order: …………………………….

 

[Seller's data: name, address]

__________________________________

__________________________________

 

Complaint about a Product purchased by the entrepreneur on consumer rights

I hereby inform you that I purchased on .................................................. ...............

product ……………………………………………………… ………………………………………………………[product information]

is defective.

The defect is …………………………………………………………………………………………………………… ………………………………………………

……………………………………………………………….……………………………………………………………………………… ……….………….. [Defect description].

The defect was found on .....................................................

In view of the above, I request:

exchange of goods for a new one (Article 561 § 1 of the Civil Code)
free repair of goods (Article 561 § 1 of the Civil Code)
reduction of the price of the goods by the amount of PLN ..................., in words: PLN ................................... (Article 560 § 1 of the Civil Code),
I withdraw from the contract (Article 560 § 1 of the Civil Code).
Bank account number for refund: ………………………………………………………………………………………………………………… ………

Bank account holder: ………………………………..………………………………….

 

At the same time, I declare that the purchased Product/s, and thus the concluded sales contract, are directly related to my business activity, but they are not of a professional nature for me, resulting in particular from the subject of my business activity on the basis of the provisions on the Central Register and Information on Business Activity, in accordance with art. 38a of the Consumer Rights Act.

 

As proof of this, I am listing below the PKD for my business activity in CEIDG:

PKD No. …………………………… Description: ……………………………………………………………………
PKD No. …………………………… Description: ……………………………………………………………………
PKD No. …………………………… Description: ……………………………………………………………………
PKD No. …………………………… Description: ……………………………………………………………………
PKD No. …………………………… Description: ……………………………………………………………………
PKD No. …………………………… Description: ……………………………………………………………………
PKD No. …………………………… Description: ……………………………………………………………………

Date signature: __________________

 

 

 

RETURNS - WITHDRAWAL FROM THE AGREEMENT

How to exercise the right to withdraw from a distance contract?

The following provisions are available to Consumers and Entrepreneurs with consumer rights (KPPK). More about it in the Regulations of sale, to which we refer.

 

1. The right to withdraw from the contract is valid within 14 days from the date of conclusion of the contract, without giving a reason, subject to section 6.

2. To exercise the right to withdraw from the contract, the Consumer must inform the Seller about his decision to withdraw from the contract by an unequivocal statement (for example, a letter sent by e-mail or via the contact form available on the Website). In order to meet the withdrawal deadline, it is enough for the Consumer to send information regarding the exercise of his right to withdraw from the Agreement before the deadline to withdraw from the contract.

3. An example of the content of the declaration (form) on withdrawal from the contract can be found in the attachment to these regulations.

4. The Seller is obliged to immediately, not later than within 14 days of receipt of the Consumer's statement of withdrawal from the contract, return to the Consumer all payments made by him, including the cost of delivery of the Product, subject to section 6 and 7 of this paragraph.

5. The Seller refunds the payment using the same method of payment as used by the Consumer, unless the Consumer expressly agreed to a different method of return, which does not involve any costs for him.

6. The Consumer is not entitled to withdraw from a distance contract in the following cases:

for the provision of a service in which the subject of the service is a non-prefabricated item, manufactured according to the consumer's specifications or serving to meet his individual needs (e.g. pattern, size, color, type of material);
about benefits 

services in which the subject of the service are items that after delivery, due to their nature, are inseparably connected with other items;
7. The seller may withhold the refund until receipt of the product.

8. If the Consumer has chosen a method of delivering the product other than the cheapest possible method of delivery offered by the Seller, the Seller is not obliged to reimburse the Consumer for the additional costs incurred by him.

9. The consumer is obliged to return the products to the Seller immediately, but not later than within 14 days from the date on which he withdrew from the Sales Agreement. The deadline is met if the Consumer sends the returned Product to the Seller's address before the expiry of the 14-day period.

10. The consumer is obliged to cover the direct costs of returning the Product as a withdrawal from the contract (costs of returning the Product to the Seller).

11. The consumer is responsible for the decrease in the value of the Product as a result of using it in a way that goes beyond what is necessary to establish the nature, characteristics and functionality of the Product.

12. The buyer is obliged to secure the returned goods in a way that prevents their damage.

Above all:

the goods should be properly secured - the packaging should be adapted to the goods: cardboard box and proper filling of the shipment, etc.
remove the old label
do not stick the label on the original packaging of the goods, only on the cardboard or on the packaging material
if the purchased goods arrived on a pallet, the return shipment should also be prepared on a pallet.
Shipping address: BellaCasa.co sp. z o.o. st. Zaganska 100 G, 68 -200 Zary.

A. Damage to returned goods

The seller may reduce the refund amount if the returned goods:

has been damaged by you
will bear traces of use, which prove that the goods have been used to a greater extent/more than it is necessary to check their properties - for example, there will be missing elements, visible signs of use, tags will be torn off, stickers will be damaged, etc.
The package was damaged or lost in transit:

make a complaint to the carrier, in the case of shipping at your own expense
13. Parcels sent to the Seller's address on delivery will not be collected.

14. If a correcting invoice is issued, the invoice will be issued by the Store at the time of refunding the money to the Customer's account. The invoice will be sent to the Customer by e-mail to the e-mail address provided when placing the Order, to which the Customer agrees.

15. The provisions of §13 of the Sales Regulations apply to entrepreneurs with consumer rights.

 

Appendix No. 1 - Model withdrawal form for a Consumer - download HERE

Appendix No. 2 - Model withdrawal form in the case of an Entrepreneur with consumer rights - download HERE

 

TEMPLATE WITHDRAWAL FROM THE CONTRACT IN THE CASE OF A CONSUMER

Place, date: …………………………….

 

Name and surname/company: …………………………….

Address: ……………………………….

Email: …………………………….

Phone number: …………………………….

Order number: …………………………….

Date of receipt of the order: …………………………….

 

[Seller's data: name, address]

__________________________________

__________________________________

 

Statement

on withdrawal from an off-premises contract

 

I hereby declare that I withdraw from the contract …………...................................................... No. ............................................ concluded on .. ................................... regarding the following ... …………………………………………………………………………………………………………………………………… .....................................................................................................................

I am asking for a refund of PLN ................... (in words ......................... ................................... zlotys) through:

 

postal order to the address ..................................... ............................…. [fill in if applicable]

to the bank account number: ......................................................... ..................................................... ........ [fill in if applicable],

Date: _____________________ Consumer's signature: _____________

 


SPECIMEN FORM WITHDRAWAL FROM THE CONTRACT IN THE CASE OF AN ENTREPRENEUR WITH CONSUMER RIGHTS

Place, date: …………………………….

 

Name and surname/company: …………………………….

Company address: ……………………………….

NIP: ……………………………

Email: …………………………….

Phone number: …………………………….

Order number: …………………………….

Date of receipt of the order: …………………………….

 

[Seller's data: name, address]

__________________________________

__________________________________

 

Statement

on withdrawal from an off-premises contract in the case of an entrepreneur with consumer rights

 

I hereby declare that I withdraw from the contract …………...................................................... No. ............................................ concluded on .. ................................... regarding the following rows 

……………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… …………

I am asking for a refund of PLN ................... (in words ......................... ................................... zlotys) through:

 

postal order to the address ..................................... ............................…. [fill in if applicable]

to the bank account number: ......................................................... ..................................................... ........ [fill in if applicable],
At the same time, I declare that the purchased Product/s, and thus the concluded sales contract, are directly related to my business activity, but they are not of a professional nature for me, resulting in particular from the subject of my business activity on the basis of the provisions on the Central Register and Information on Business Activity, in accordance with art. 38a of the Consumer Rights Act.

 

As proof of this, I am listing below the PKD for my business activity in CEIDG:

PKD No. …………………………… Description: ……………………………………………………………………
PKD No. …………………………… Description: ……………………………………………………………………
PKD No. …………………………… Description: ……………………………………………………………………
PKD No. …………………………… Description: ……………………………………………………………………
PKD No. …………………………… Description: ……………………………………………………………………
PKD No. …………………………… Description: ……………………………………………………………………
PKD No. …………………………… Description: ……………………………………………………………………

 

Date signature: _____________

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