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Product complaint


How to make a complaint

You can make all complaints about the products or the online store:
- in writing to the address: GRAWERNIA Sp. z o.o. Al. Piłsudskiego 68, 33-300 Nowy Sącz, Poland;

- in electronic form via e-mail to: sklep@grawernia.pl.
The sending or returning of the product within the scope of the complaint may be done to the address: GRAWERNIA Sp. z o.o. Al. Piłsudskiego 68, 33-300 Nowy Sącz, Poland.
What to write in the complaint
It is recommended to include in the description of the complaint:
(1) information and circumstances concerning the subject of the complaint, in particular the type and date of occurrence of irregularities or non-compliance with the agreement;
(2) the demand for a method of bringing the product into conformity with the contract or a statement of price reduction or withdrawal from the contract or other claim; and
(3) contact information of the complainant - this will facilitate and expedite the processing of the complaint.

The requirements given above are in the form of a recommendation only and do not affect the effectiveness of complaints submitted without the recommended description of the complaint. If the contact details provided by the complainant change during the processing of the complaint, he is obliged to notify the Seller.

The complainant may attach evidence (e.g. photos, documents or product) related to the subject of the complaint.

We may also ask the complainant to provide additional information or send evidence (e.g., photos) if it makes it easier and faster for us to process the complaint.


When you will receive a response to the complaint

The seller will respond to the complaint immediately, but no later than within 14 calendar days of receipt.


Where to find the legal regulations on complaints

The basis and scope of responsibility for the conformity of the product with the contract are defined by generally applicable laws, in particular the Civil Code, the Law on Consumer Rights and the Law on Provision of Electronic Services of July 18, 2002 (Journal of Laws No. 144, item 1204, as amended).

We have two types of liability for the conformity of the product with the contract:
- statutory of the Seller - this is a liability under the law, below you will find details of where it is regulated, this liability cannot be excluded in the case of consumers;

- contractual (e.g. guarantee provided by a guarantor) - this is an additional responsibility, it applies when the product is covered by, for example, a warranty. The warranty may be provided by an entity other than the Seller (e.g. by the manufacturer). You will find detailed regulations on liability under the warranty in the warranty card or elsewhere on the granting of the warranty;

Below you will find detailed regulations on the Seller's liability under the law - depending on the type of product (movable item, content or digital service) and depending on the date of the contract (until 2022 or from 2023) here:


The provisions concerning the complaint of a product - a movable item - purchased by the Customer under a sales contract concluded with the Seller until December 31, 2022 are determined by the provisions of the Civil Code as in effect until December 31, 2022, in particular Articles 556-576 of the Civil Code. These provisions determine, in particular, the basis and scope of the Seller's liability to the Customer if the sold product has a physical or legal defect (warranty). The Seller is obliged to provide the Customer with a product without defects. The provisions concerning the complaint of a product - a movable item (including a movable item with digital elements), excluding, however, a movable item that serves only as a carrier of digital content - purchased by the Customer on the basis of a contract of sale concluded with the Seller from January 1, 2023, are set forth in the provisions of the Consumer Rights Act as in effect from January 1, 2023, in particular Articles 43a - 43g of the Consumer Rights Act. These provisions determine, in particular, the basis and scope of the Seller's liability to the consumer, in the event of non-compliance of the product with the contract of sale. Provisions regarding complaints about a product - digital content or service or a movable thing that serves only as a carrier of digital content - purchased by a customer under a sales agreement concluded with the Seller on or before January 1, 2023, if the delivery of such a product was to take place or took place after that date are set forth in the provisions of the Consumer Rights Act as in effect on January 1, 2023, in particular Articles 43h - 43q of the Consumer Rights Act. These provisions determine, in particular, the basis and scope of the Seller's liability to the consumer in the event that the product does not conform to the contract of sale.