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Complaints and Returns

Introductory remarks

  1. The provisions indicated below regarding complaints apply only to Customers who are Consumers within the meaning indicated in the Regulations of the Online Store available at: https://paxit.pl/regulamin-sklepu
  2. The provisions indicated below regarding return options apply only to Customers who are not Consumers within the meaning indicated in the Regulations of the Online Store available at: https://paxit.pl/regulamin-sklepu
  3. Unless otherwise specified in the explicit provisions of these rules, the phrases and expressions used below should be given the meaning indicated in the Regulations of the Online Store available at: https://paxit.pl/regulamin-sklepu.
  4. Product complaint - provisions applicable to Customers who are Consumers
  5. These rules detail the complaint rules contained in the Regulations of the Online Store available at: https://paxit.pl/regulamin-sklepu.
  6. in the event of a contradiction between this information and the principles set out in the Regulations of the Online Store, the provisions contained in the Regulations of the Online Store shall prevail.


Dear Client,

we care about your rights, including the right to report a product defect. Below you will find detailed information regarding our liability for a defect in the product sold by us and your rights related to it on a statutory basis - under warranty.

Important! Remember that if an additional warranty has been granted for a given product, you can also submit a complaint based on it - in this case, however, the addressee will be the guarantor indicated in the warranty. The warranty also specifies the scope of your rights in each case. Remember that the exercise of rights under the warranty does not affect our liability under the warranty and that the warranty does not exclude, limit or suspend your rights under the provisions on warranty for defects in the sold item.

The basis and scope of our liability for product defects under the warranty is determined by generally applicable legal provisions, in particular the provisions of the Civil Code.

We are obliged to deliver a product without defects. We are liable under the warranty if a physical defect of the product is discovered within two years from the date of its delivery to the buyer. Important! We are liable under the warranty for physical defects that existed at the time the risk passed to the buyer or resulted from a cause inherent in the item sold at the same time.

You can file a complaint, for example:

  • in writing to the following address: Kartonix Sp. z o. o., Czachorowo 54, 63-800 Gostyń;
  • in electronic form via e-mail to the following address: [email protected];

FILL OUT THE COMPLAINT FORM

Provide in the description of the complaint: (1) information and circumstances regarding the subject of the complaint, in particular the type and date of occurrence of the defect; (2) requesting a method of bringing the product into compliance with the sales contract or a declaration of price reduction or withdrawal from the sales contract; and (3) your contact details - this will facilitate and speed up the consideration of your complaint. Remember that the requirements set out in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.

Basic rights of the buyer in connection with product complaints, for contracts concluded from December 25, 2014.

In this case, the permissions are generally equivalent, which means that you can use both the first and the second group of permissions at once:

  1. Group: price reduction / refund

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

    Important! This limitation does not apply if we have already replaced or repaired the product or if we have not fulfilled our obligation to replace the product with a defect-free one or to remove the defect.

    If the Customer is a consumer, he may, instead of removing the defect proposed by us in accordance with the provisions above, request replacement of the product with a defect-free one or instead of replacing the product, request removal of the defect, unless bringing the product into compliance with the sales contract in the manner chosen by you is impossible or would require excessive costs compared to the method we propose.

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

  2. Group: repair / replacement

    If the sold product has a defect, you can request that the product be replaced with a defect-free one or that the defect be removed. However, we may refuse to satisfy your request if bringing the defective product into compliance with the contract in the manner you choose is impossible or would require excessive costs compared to the other possible method of bringing it into compliance with the contract.

The consumer also has the opportunity to use out-of-court dispute resolution methods.

Detailed information on the possibility for a Customer who is a consumer to use out-of-court methods of dealing with complaints and pursuing claims, as well as the rules of access to these procedures, are available on the website of the Office of Competition and Consumer Protection at:
https://uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich.php.

There is also a contact point at the President of the Office of Competition and Consumer Protection (telephone: 22 55 60 333, email: [email protected] or written address: Pl. Powstańców Warszawy 1, 00-030 Warszawa.), whose task is to including providing assistance to consumers in matters relating to out-of-court resolution of consumer disputes.

The consumer has the following exemplary options for using out-of-court methods of dealing with complaints and pursuing claims: (1) an application for resolution of the dispute to a permanent consumer arbitration court (more information at: http://www.spsk.wiih.org.pl/); (2) an application for out-of-court settlement of the dispute to the provincial inspector of the Trade Inspection (more information on the website of the inspector competent for the place of business activity of the Seller); and (3) assistance from the district (municipal) consumer ombudsman or a social organization whose statutory tasks include consumer protection (including the Consumer Federation, the Association of Polish Consumers). Advice is provided, among others, by e-mail at [email protected] and by calling the consumer hotline number 801 440 220 (the hotline is open on Business Days, from 8:00 a.m. to 6:00 p.m., call fee according to the operator's tariff).

A platform for the online system for resolving disputes between consumers and entrepreneurs at the EU level (ODR platform) is available at http://ec.europa.eu/consumers/odr. The ODR platform is an interactive and multilingual website with a one-stop shop for consumers and entrepreneurs seeking out-of-court settlement of a dispute regarding contractual obligations arising from an online sales contract or service provision contract (more information on the website of the platform itself or at the website of the Office of Competition and Consumer Protection : https://uokik.gov.pl/spory_konsumenckie_faq_platforma_odr.php).


Other complaints

  1. In the same way as above, you can also submit a complaint related to the provision of electronic services via our online store (e.g. account or order form) and other complaints related to the operation of our online store.
  2. In the description of the complaint, provide (1) information and circumstances regarding the subject of the complaint, in particular the type and date of occurrence of the irregularity; (2) your request; and (3) contact details - this will facilitate and speed up the processing of the complaint. Remember that the requirements set out in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.
  3. Product returns - provisions applicable to Customers who are not Consumers
  4. The provisions described below apply only to Customers who are not Consumers (hereinafter referred to as "Customers").
  5. To avoid any doubts, it is indicated that these provisions do not grant Customers any warranty or guarantee rights, or any additional right to withdraw from the Sales Agreement concluded on the basis of the provisions indicated in the Regulations of the Online Store available at: https://paxit.pl/shop-rules.
  6. The Seller indicates that in justified cases the Customer may be entitled to return the Product.
  7. The return of the Product will be possible only after the Customer receives clear confirmation from the Seller of the possibility of return (granting an individual right to return the Products). Therefore, these provisions do not constitute an independent basis for the Customer's right to return (without the Seller's decision confirming such right) or the right to withdraw from the Sales Agreement. The Seller's failure to grant the possibility of return does not constitute the basis for any claims for damages on the part of the Customer.


The Seller may grant the Customer the right to return the Product in the event of:

  1. The Customer declares his/her interest in a return within 14 days from the date of delivery of the Products to the Customer,
  2. Submitting a notification to the e-mail address: [email protected], specifying at least: i) Customer data, ii) data identifying the Order, including the Order number and the description of the Products, iii) indication of the reasons for returning the Products, iv) indication whether the return applies to part or all of the Products covered by the Order,
  3. The Seller analyzed the case within 5 days from the date of receipt of the complete notification (if the notification is not complete or there is such a need, the Seller is entitled to request additional information), however, the lack of a response within the specified period does not mean acceptance of the notification and granting the right,
  4. The Seller will respond to the notification, informing the Customer whether he accepts it in whole or in part, or whether he refuses to accept it,
  5. The right to return the Product will be possible provided that the Customer pays an additional handling fee in the amount of:
         5.1. 15% of the gross price of the Order - in case of return of the entire Order,
         5.2. 15% of the price of the part of the Order for which the return is private - in the case of returning part of the Order,
  6. The Seller will be entitled to deduct (settle) the above-mentioned handling fee from the refund amount of the Order price by appropriately reducing the refund amount.

FILL OUT THE RETURN FORM

The Seller may make the granting of the right to return conditional on the Customer meeting additional conditions.

The costs and risk of delivery resulting from the return are borne by the Seller.