Dekorline

PROCEDURE RULES IN THE EVENT OF EXERCISING THE RIGHT OF WITHDRAWAL AND COMPLAINTS 1. Right to withdraw from a distance contract The Buyer has the right to withdraw from a sales contract concluded at a distance within 14 calendar days without giving any reason. This period is counted from the day on which the Buyer came into possession of the product or on which a third party indicated by the Buyer came into possession of the product. The right to withdraw from a distance contract applies to Buyers who are natural persons and who: make purchases for a purpose not directly related to their business or professional activity; or make purchases for a purpose directly related to their business or professional activity, but the purchase is not of a professional nature for them, in particular resulting from the subject of their business activity. Example: Mr. Marek received the ordered book on December 5. He may return the book, i.e. submit a statement of withdrawal from the distance contract, by the end of December 19. 2. Method of withdrawing from the contract To exercise the right of withdrawal, the Buyer should inform the Seller of their decision to withdraw from the contract by means of an unequivocal statement. For this purpose, the Buyer may, in particular, use the withdrawal form available on the platform or the form provided by the Seller, if it has been provided to the Customer. The statement on exercising the right of withdrawal should then be sent to the Seller within the deadline referred to in point 1. The statement may be sent, in particular, via the user panel on the empik.com platform, in the “purchase history” section after opening the details of a specific order, by email, by phone or by post. 3. Returning the product to the Seller The Buyer is obliged to return the product within 14 days from the day on which they informed the Seller about withdrawing from the contract. To meet the deadline, it is sufficient to send the goods back before the deadline expires. The Buyer bears the direct cost of returning the product. The Buyer is responsible for any reduction in the value of the goods resulting from using them in a manner exceeding what is necessary to establish the nature, characteristics and functioning of the goods. 4. Refund of funds The Seller is obliged to refund all payments received from the Buyer, including the cost of product delivery, except for additional costs resulting from the delivery method chosen by the Buyer that is different from the cheapest standard delivery method offered by the Seller. The refund must be made without undue delay, no later than within 14 days from the day of receiving the Buyer’s statement of withdrawal from the contract. The refund will be made using the same payment method used by the Buyer, unless the Buyer has expressly agreed to another refund method. The Seller may withhold the refund of payments received from the consumer until the goods are returned or until the consumer provides proof of sending them back, whichever occurs first. Example: The Buyer chose courier delivery for PLN 14.99, while delivery to an InPost parcel locker was available for PLN 9.99. In this case, the Buyer should receive a refund of delivery costs in the amount of PLN 9.99, unless the Seller prefers to refund the full delivery cost incurred by the Buyer, regardless of the selected delivery method, which the Seller has the right to do. 5. Exceptions to the right of withdrawal The Buyer does not have the right to withdraw from the contract in certain cases, in particular when the subject of the contract is: non-prefabricated goods manufactured according to the Buyer’s specifications or intended to meet the Buyer’s individual needs; a product that deteriorates quickly or has a short shelf life; a product delivered in sealed packaging which, after opening, cannot be returned due to health protection or hygiene reasons, if the packaging was opened after delivery; audio or video recordings or computer software delivered in sealed packaging, if the packaging was opened after delivery; the supply of digital content not supplied on a tangible medium, if the performance began with the Buyer’s express consent before the withdrawal deadline and after the entrepreneur informed the Buyer about the loss of the right of withdrawal. 6. Complaints regarding defective products The Buyer has the right to submit a complaint if they receive a defective product. The Seller is obliged to consider the complaint within 14 calendar days from the day of receiving it. Failure to resolve the complaint within the above-mentioned deadline means that the complaint is accepted. If the goods are not in conformity with the contract, the consumer may request repair or replacement. The entrepreneur may replace the goods when the consumer requests repair, or repair the goods when the consumer requests replacement, if bringing the goods into conformity with the contract in the manner chosen by the consumer is impossible or would involve excessive costs for the entrepreneur. If repair and replacement are impossible or would involve excessive costs for the entrepreneur, the entrepreneur may refuse to bring the goods into conformity with the contract. The entrepreneur shall repair or replace the goods within a reasonable time from the moment the entrepreneur was informed by the consumer about the lack of conformity with the contract, and without excessive inconvenience to the consumer, taking into account the nature of the goods and the purpose for which the consumer purchased them. The costs of repair or replacement, including in particular postal, transport, labour and material costs, are borne by the entrepreneur. The consumer shall make the goods subject to repair or replacement available to the entrepreneur. The entrepreneur collects the goods from the consumer at the entrepreneur’s own cost. If the goods are not in conformity with the contract, the consumer may submit a statement on price reduction or withdrawal from the contract when: the entrepreneur refused to bring the goods into conformity with the contract; the entrepreneur failed to bring the goods into conformity with the contract; the lack of conformity of the goods with the contract still exists despite the entrepreneur’s attempt to bring the goods into conformity with the contract; the lack of conformity of the goods with the contract is significant enough to justify a price reduction or withdrawal from the contract without first using the right to repair or replacement; it is clear from the entrepreneur’s statement or circumstances that the entrepreneur will not bring the goods into conformity with the contract within a reasonable time or without excessive inconvenience to the consumer. The reduced price must remain in such proportion to the price resulting from the contract as the value of the non-conforming goods remains to the value of goods conforming to the contract. The consumer may not withdraw from the contract if the lack of conformity of the goods with the contract is insignificant. It is presumed that the lack of conformity of the goods with the contract is significant. In the event of withdrawal from the contract, the consumer shall immediately return the goods to the entrepreneur at the entrepreneur’s cost. The entrepreneur shall refund the consumer the price without undue delay, no later than within 14 days from the day of receiving the goods or proof of sending them back. Dear Sir or Madam, we would like to inform you that our products, including wooden elements made to individual order, are carefully checked before dispatch in terms of workmanship quality and possible defects. Receipt and inspection of goods After receiving the shipment, the Customer is obliged to immediately inspect the goods in terms of compliance with the order, dimensions, mechanical damage and possible material defects. Any irregularities must be reported no later than within 48 hours of delivery. After this period, we are not responsible for damage resulting from improper storage or use of the goods. Storage conditions before installation Wood is a natural and hygroscopic material — it reacts to environmental conditions. Before installation, the product should be stored: in a room with a constant temperature of 18–22°C, at air humidity of 45–60%, away from sources of moisture and heat, such as radiators, leaking walls or basements, on a dry, flat surface. Improper conditions may lead to warping, twisting or microcracks, which are not subject to complaint. Pursuant to Article 38 point 3 of the Act of 30 May 2014 on Consumer Rights, the right to withdraw from a distance contract does not apply to products: “made according to the consumer’s specifications or intended to meet the consumer’s individual needs.” Therefore, products made to size or according to the Customer’s individual arrangements are not subject to return or exchange. Non-standard products include, among others: stairs, railings, architectural concrete, concrete wood, rustic beams, non-standard wooden, steel, wood-and-steel and glass elements, and other products made to special order or according to the Customer’s specifications. Standard products Products that are not made to order may be returned within 30 days from the date of receiving the shipment, in accordance with applicable law. The Customer is obliged to send the goods back: in unchanged condition, with complete equipment/accessories, in the original packaging. Complaints and warranty All products offered in the store are new and free from defects. If a manufacturing defect or non-conformity of the goods with the contract is found, the Customer has the right to submit a complaint. The complaint should be submitted in writing or by email, providing: order number, description of the defect, photos documenting the problem. The complaint will be reviewed within 14 business days from the date of submission. If the complaint is accepted, the product will be repaired, replaced, or the Customer will receive a refund. The warranty does not cover: mechanical damage such as scratches, dents or cracks that occurred after delivery, damage resulting from improper installation, use or maintenance, damage caused by chemical, biological or atmospheric agents, natural differences in the structure and shade of materials such as wood, concrete, steel, etc., resulting from their nature. Products made of natural materials, such as wood or architectural concrete, may differ in colour, shade or texture from the photos presented — this does not constitute a product defect. Reporting Shipment Damage Damage report Steps, risers, wooden landings / concrete wood / architectural concrete / façade slat / façade board / glass railings Dear Sir or Madam, in connection with the information regarding damage to the pallet, we kindly inform you that, in accordance with courier company procedures, the damage report should be prepared at the time of receiving the shipment, in the presence of the courier. If the report was not prepared upon delivery, please contact the courier company that delivered the shipment as soon as possible and ask whether it is possible to prepare a retrospective damage report. Many companies allow such a report to be submitted within 24 hours of delivery. Additionally, please: take photos of the damage, both of the elements and the packaging, send us the photos and a short description of the damage, keep the document confirming receipt of the shipment, if available. Without a report prepared with the courier’s participation, the complaint process may be more difficult; however, we will make every effort to help resolve the situation. Dear Sir or Madam, We kindly inform you that your railing will be shipped in several packages via two different courier companies. Due to the variety of elements included in the set, such as the railing structure, metal components and installation accessories, the packages may arrive at different times. Please be patient and track the shipments using the tracking numbers, which we will send in a separate message. Should you have any questions, we remain at your disposal. Kind regards, The Dekorline Team If the returns policy contains a provision stating that the discount does not apply in the event of returning the goods, after receiving the shipment, the value of the discount granted should be deducted from the amount refunded to the Customer. We are not responsible for the loss of a shipment containing goods if the Buyer provides an incorrect or incomplete delivery address. The proper delivery address is considered to be the address provided in the “Shipping address” form. In the case of ordering several different items listed in the auction, their shipment may be carried out by different carriers and in separate parcels. Recipient name: Arkadiusz Zabdyr Country: Poland Street and building number: Bliczyce 224 Postal code: 32-420 City: Gdów