Claim on product

Dear Customer,

We care about your rights, including the right to complaint. Below you will find detailed information about our liability for the product defects and your stated  warranty rights.

Important! Please note that if a given product is also given a warranty, you can also make a complaint on this basis - in this case the addressee will be the guarantor indicated in the guarantee. The warranty also specifies the scope of your entitlements. Please note that enforcing the warranty does not affect our liability under warranty as well as that the warranty does not exclude, limit or suspend your rights under the warranty for defects in the sale.

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

We are obliged to deliver the product without defects. We will be liable for warranty if the physical defect of the product is found within two years from the date of issue to the buyer. Important! We are responsible for the warranty for every physical defects, which existed at the moment of passing the danger to the buyer or resulted from a cause that the items were sold at the same time.

The claim can be submitted:

in writing to the following address: ul. Pancernych 14, 64-100 Leszno, Poland (here you can download the claim form);

in electronic form via e-mail to the following address: kontakt@sheila.pl;

logging in the following link;

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

You can use our exemplary claim claim form, however it is not neccessary.

Basic Customer rights in relation to product claims

Aplies to sales agreements concluded
from the 25th of December 2014.

In this case, the permissions are essentially peer-to-peer, which means you have the ability to use both the first and second permission groups at once:

Group: price discount /money refund

If the product you have purchased has a defect, you can make a statement for price reduction or withdrawal from the contract, unless immediately and without excessive inconvenience to you replace the defective Product for free from defects or defects will be removed.

Important! This limitation does not apply if the product has already been replaced or repaired by us, or if we have failed to fulfill the obligation to replace the product with a defect or defect remedy.

If the Customer is a consumer, he or she may instead request the replacement of the defect-free product or replace the defective product instead of replacing the product, unless it is impossible for the product to conform to the sales contract in the manner you choose or require excessive costs compared to the way we proposed.

Important! In case of withdrawal from an agreement concluded remotely, the agreement is deemed null and void.


Group: repair/exchange

If your purchased product has a defect, you may want to replace the product with a defect free or for a defect remedy/repair. However, we may refuse your request if it is impossible for you to meet a defective product contract in the manner you choose, or if it would be unreasonable for you to make the contract in the other possible way.

 

Please note that the customer who performs warranty rights is obliged to deliver the defective item at the following address: ul. Pancernych 14, 64-100 Leszno, Poland. However if due to the type of product or the way it was assembled, its delivery would be excessively difficult - the customer is obliged to make the product available at the place where the product is located.

We will respond to your complaint promptly, not later than within 14 calendar days of the date of its submission.Important! Respond failure within the above timeframe in case of a request for repair, replacement or price reduction means that we have considered your claim to be justified.

 

The Consumer has right to extrajudical metjods of settling complaints and investigating claims, as wellas rules of acces to those procedures

Detailed information regarding the possibilities for Customers who are consumers to use extrajudicial methods of settling complaints and asserting claims, as well as the rules of access to those procedures are available on the website of the Office of Competition and Consumer Protection at the address:  https://uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich.php.

By the President of the Office of Competition and Consumer Protection operates a contact point (telephone number: +48 22 55 60 333, email address: kontakt.adr@uokik.gov.pl or address: Pl. Powstańców Warszawy 1, 00-950 Warszawa), tasked, among other things, with helping consumers in cases concerning extrajudicial settling of consumer disputes.

A consumer has the following options of using extrajudicial methods of settling complaints and asserting claims: (1) an application to the permanent amicable consumers’ court (more information at a page: http://www.spsk.wiih.org.pl/); (2) an application in a matter of extrajudicial settling of a dispute to the regional inspector of the Commercial Inspection (more information available on a page of the inspector competent due to a Seller’s place of business operation); (3) a aid of the district (municipal) consumer advocate or a social organization, whose tasks include the protection of consumers (incl. the Consumers’ Federation, Polish Consumers’ Association). Advice is provided at the e-mail address porady@dlakonsumentow.pl and under the consumer hotline number 801 440 220 (the hotline operates on Working Days, from 8 a.m. to 6 p.m., connection fee according to operator’s tariff).

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 (more information on the site of the platform or at the online address of the Office of Competition and Consumer Protection: https://uokik.gov.pl/spory_konsumenckie_faq_platforma_odr.php).

 

Other claims

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

 

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