• Product Complaints

Dear Customers,

We respect your rights, including the right to submit a product complaint. The following are detailed information regarding our liability for any defects of our products.

The basis and extent of our liability towards the Customer, if the Product sold has a physical or legal defect (warranty), are specified by the generally applicable laws, especially the Civil Code (particularly art. 556-576 of the Civil Code).
We are liable for any physical defect of the product if it is discovered within two years of the date of issue to the Customer.
We are obliged to provide the Customer with a Product without faults. Detailed information regarding our product liability and the Customer’s rights is provided at the Online Store’s website, under the "Complaints and Returns" tab.

A complaint can be submitted by the Customer in the following ways:

• in writing to the following address: ul. Piotrkowska 121/3a, 90-430 Lodz, Poland;
• in electronic form via e-mail to the following address: e-shop@eutonomy.com;

It is recommended that the Customer provide the following in the complaint description: (1) information and circumstances concerning the subject of the complaint, in particular the type and date of occurrence of the defect; (2) a request regarding the method of restoring the Product to a state of conformity with the Sales Agreement, or statement of price reduction, or withdrawal from the Sales Agreement; and (3) the claimant’s contact information – this will facilitate and expedite investigation of the complaint by the Seller. The requirements stated in the preceding sentence should be interpreted as recommendations and do not influence the effectiveness of complaints filed with omission of the recommended complaint description.

The Consumer may use our complaint template form, however it is not obligatory.

The Customer who exercises the rights under the warranty shall be obliged to deliver the defective Product at our expense to the following address:

Dzial Techniczny Eutonomy
ul. Sasanek 5
96-321 Zelechow, Poland

In a case of a consumer, we bear all costs of Product delivery. In a case of a Customer who is not a consumer, a Customer bears a cost of delivery of the Product.

We will address the complaint without delay, no later than within 14 calendar days from the date of submission. If a consumer requests an exchange of a Product or a removal of defects or submits a statement of a price reduction, stating the amount of which the price is to be reduced and the we do not respond to the complaint within the abovementioned period, it means that the we have deemed the complaint as justified.
At the address http://ec.europa.eu/consumers/odr there is available a platform of online dispute resolution system between consumers and businesses at the EU level (ODR platform). The ODR platform is an interactive and multilingual website with one-stop service for consumers and businesses seeking an out-of-court settlement of disputes concerning contractual obligations arising from an online sale or an online service contract.

Other complaints

In the same way as above, you can also make a claim related to the provision of electronic services (eg account or order form) via our online store, and other claims related to the operation of our online store.
In the description of the complaint, please provide (1) information and circumstances concerning the object of the complaint, in particular the type and date of the irregularity; (2) your request; and (3) contact details - this will facilitate and speed up the handling of the complaint. The requirements given in the preceding sentence take the form of recommendations only and do not affect the effectiveness of the complaint without the recommended description of the complaint.