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1.1. These Terms and Conditions for Returns and Complaints apply to all sales agreements concerning both the sale and delivery of components, equipment, and all other goods, as well as the sale of services provided by ELTRON Spółka z ograniczoną odpowiedzialnością Sp. k. (hereinafter referred to as the "Seller"), concluded both in the traditional manner with the participation of sales representatives (offline) and via the online store www.eltron.pl (online) with each customer of ELTRON Spółka z ograniczoną odpowiedzialnością Sp. k. (hereinafter referred to as the "Customer").
2.1. Customers who purchase goods from the Seller have the right to withdraw from the sales contract without giving any reason within 14 days of receiving the goods.
2.2. To withdraw from the contract, the Customer should inform the Seller of their decision using the RMA return form available at "Forms", fill it in and send it electronically to the following e-mail address: reklamacje@eltron.pl or by post to the Seller's mailing address:
ELTRON Spółka z ograniczoną odpowiedzialnością Sp. k.
Customer Service
ul. Brodzka 10 B
54-103 Wrocław
POLAND
2.3. After initial consideration of the complaint, the Customer receives an RMA number from the Seller. Only then can the Customer return the goods in question in person or send them back to the Seller via a shipping company. The goods must have the RMA number assigned by the Seller clearly visible on the packaging.
2.4. After receiving the RMA number from the Seller, the Consumer is obliged to return the goods to which the withdrawal from the contract relates to the address indicated by the Seller within 14 days of the date of notification of the decision to withdraw. The costs associated with returning the goods shall be borne by the Customer.
2.5. The Seller shall refund all payments received from the Customer, including delivery costs (except for additional costs resulting from the choice of a delivery method other than the standard delivery method), no later than 14 days from the date of receipt of the notice of withdrawal from the contract. The refund shall be made using the same payment method used by the Customer for the purchase.
2.6. The customer is responsible for any reduction in the value of the goods resulting from their use in a manner that goes beyond what is necessary to determine the nature, characteristics, and functioning of the goods.
2.7. The provisions on withdrawal from the contract also apply to natural persons conducting business activity if the nature of the purchased goods is not directly related to their professional activity, as determined by the type of activity registered in the Central Register and Information on Economic Activity.
2.8. The right to withdraw from the contract does not apply to goods for which the Customer has expressly requested urgent repair or maintenance, and after such repair or maintenance has been carried out, the Customer wishes to return the goods.
2.9. The right to withdraw from the contract does not apply to goods manufactured to the Customer's specific order.
2.10. The right to withdraw from the contract does not apply to goods delivered in sealed packaging which cannot be returned for reasons of hygiene or health protection, provided that the packaging has been opened after delivery.
2.11. The right to withdraw from the contract does not apply to goods such as audio recordings, visual recordings or computer programs in sealed packaging which have been opened after delivery.
2.12. The right to withdraw from the contract does not apply to digital content delivered on a tangible medium if the Seller has begun to provide the content with the Customer's express consent, and the Customer has been informed of the loss of the right to withdraw from the contract after the delivery of the content has begun.
2.13. The right to withdraw from the contract does not apply to services provided by the Seller. Services that have been fully performed by the Seller with the express consent of the Customer, who was informed prior to their commencement of the lack of the Right to Withdraw from the Contract after their performance. In the case of services that are in the initial stage of performance, it is possible to withdraw from the contract for their performance after prior agreement with the Seller.
3.1. The goods offered by the Seller are subject to quality control measures at every stage of the process – from transport, through storage, to packaging – to ensure protection against mechanical and electrical damage. The granting of a warranty for the purchased goods does not affect the Customer's statutory rights related to any non-compliance of the goods with the contract. These rights, guaranteed by applicable legal provisions, including the Consumer Rights Act of May 30, 2014, remain fully preserved.
3.2. The seller provides a 12-month warranty on all goods offered for sale, starting from the date of delivery to the customer.
3.3. The exception to this rule are goods for which the manufacturer has provided a longer warranty period, of which the Customer is informed during the process of offering these goods by the Seller.
3.4. The services offered by the Seller are subject to quality control measures at every stage of the process – from design to final delivery.
3.5. The Seller provides a 12-month warranty for all services offered, starting from the date of delivery to the Customer.
4.1. Complaints regarding discrepancies between the quantity of goods ordered and delivered by the Seller to the Customer shall be accepted within 7 business days from the date of receipt of the shipment. In the event of receiving a shipment delivered by a shipping company that shows signs of mechanical damage resulting from transport, it is recommended that the Customer inspect the contents in the presence of an employee of the shipping company and draw up a damage report together with them, accurately documenting the damage found. This report, confirmed by the signature of the shipping company's employee, is a necessary document to initiate the complaint process.
4.2. Any complaint submitted by the Customer to the Seller shall be accepted and examined by the Seller in accordance with applicable law, in particular the Act of May 30, 2014, on consumer rights (Journal of Laws 2014, item 827, as amended).
4.3. In accordance with the provisions of the law, the Seller is obliged to deliver goods to the Customer in accordance with the contract.
4.3.A. The goods sold by the Seller to the Customer are in accordance with the contract if their description, type, quantity, quality, completeness, and functionality, and in the case of goods with digital elements, also their compatibility, interoperability, and availability of updates, are in accordance with the contract.
4.3.B. The goods sold by the Seller to the Customer are in accordance with the contract if the Customer has confirmed to the Seller, at the latest at the time of conclusion of the contract, that they are suitable for the specific purpose for which they are required by the Customer, and the Seller has accepted this. Detailed information on the conformity of the goods with the contract is contained in the Act of May 30, 2014, on consumer rights.
4.3.C. The service provided by the Seller to the Customer is in accordance with the contract if the suitability for the specific purpose for which it is required by the Customer has been confirmed by the Customer to the Seller at the latest at the time of conclusion of the contract and accepted by the Seller.
4.4. In accordance with Polish law, the Seller respects the rights of the Customer and ensures that complaints are handled in accordance with applicable regulations. Complaints may only be submitted using the RMA return form.
4.5. The RMA return form is available at www. eltron.pl in the "Forms" tab, where the Customer must download and complete it, and then send it by email to the following address: reklamacje@eltron.pl. The RMA return form is necessary to start the complaint process for the goods or services being complained about.
4.6. In special cases, after prior agreement with the Seller, the Customer may deliver the completed RMA Return Form by post to the Seller's address:
ELTRON Spółka z ograniczoną odpowiedzialnością Sp. k.
Customer Service
ul. Brodzka 10 B
54-103 Wrocław
POLAND
The RMA number provided by the Seller must be placed on the envelope.
4.7. Customers are not permitted to submit complaints by telephone.
4.8. Any complaint made by the Customer to the Seller regarding goods or services should include the following information:
4.8.A. A detailed description of the reason for the complaint provided by the Customer, along with information about the product.
4.8.B. The customer's expected method of resolving the complaint.
4.8.C. The Customer must provide proof of purchase or at least the invoice number relating to the goods or services being complained about.
4.9. The Seller shall make every effort to consider the customer's complaint as soon as possible and in accordance with Polish law. Upon receipt of the complaint, the Seller shall consider the consumer's complaint and notify them of the further course of action within 14 days from the date of commencement of the complaint process.
5.1. Returns of goods subject to complaint, after receiving the RMA number, can be returned in person to the Seller or sent via a shipping company to the Seller's address:
ELTRON Spółka z ograniczoną odpowiedzialnością Sp. k.
Warehouse
ul. Brodzka 10 B
54-103 Wrocław
POLAND
5.2. The Customer is obliged to properly secure the goods before shipment to the Seller, taking into account their type and dimensions, in order to prevent additional damage during transport.
5.3. The Seller reserves the right to reject a complaint if the condition of the returned product indicates damage inconsistent with the description in the complaint form, suggesting improper packaging or protection of the product. In such a situation, the costs of returning the goods shall be borne in full by the Customer.
5.4. In certain cases, the Seller's employee may offer to arrange for the goods to be collected by a designated shipping company. In this situation, if the nature of the product or its assembly would make it difficult to return, the Customer is obliged to ensure access to the product at its current location.
5.5. The Seller's positive consideration of the complaint will be confirmed by a corrective invoice or, depending on the nature of the complaint, by another refund.
5.6. The Seller shall make refunds using the same payment method that was used for the purchase. In cases where the purchase was paid for by bank transfer or cash on delivery, the refund shall be made to the bank account specified by the Customer, unless another form of refund is agreed between the Seller and the Customer.
5.7. Services provided by the Seller to the Customer are not refundable in the sense of personal return or return by a shipping company.
6.1. In a situation where the goods or services sold are not in accordance with the contract, the Customer has the right to demand that the Seller repair the product or replace it with a new one.
6.2. The Customer has the right to submit a statement requesting a price reduction for goods and services or to withdraw from the contract only for goods sold by the Seller if:
6.2.A. The seller has not taken any action to restore the goods or services to a condition in accordance with the contract.
6.2.B. The actions taken by the Seller have been ineffective and the goods or services still do not meet the terms of the contract.
6.2.C. Despite the Seller's efforts, the goods or services still do not comply with the contract.
6.2.D. The degree of non-conformity of the goods or services with the contract is so significant that it entitles you to reduce the price or withdraw from the contract, even without attempting to have it performed first.
6.2.E. Based on the Seller's declaration or due to other circumstances, it becomes clear that the Seller is unable to ensure that the goods or services ordered by the Customer will be in accordance with the contract within an acceptable time frame or in an acceptable manner, without causing significant inconvenience to the consumer.
7.1. In the event of a complete failure to reach an agreement regarding the handling of a complaint by the Seller, the Customer has access to several options for out-of-court dispute resolution, including:
7.1.A. Application to the Provincial Trade Inspection Inspector for mediation proceedings to amicably resolve the dispute between the parties. These proceedings are voluntary and free of charge, except for the potential costs of experts.
7.1.B. Application to the permanent consumer arbitration court at the Provincial Inspectorate of Trade Inspection for dispute resolution. This is a voluntary procedure, free of charge except for any costs incurred by experts.
7.1.C. Application to the Municipal or District Consumer Ombudsman for intervention in a consumer rights case or for assistance in amicably resolving a dispute with the Seller.
7.2. Detailed information on how to access the above procedures is available at the offices and on the websites of district/municipal consumer ombudsmen, social organizations dealing with consumer protection (e.g., the Consumer Federation, the Association of Polish Consumers) and Provincial Inspectorates of Trade Inspection.
7.3. Customers may also use the ODR (Online Dispute Resolution) platform available at www.ec.europa.eu/consumers/odr, which offers an out-of-court method of resolving disputes arising from sales contracts. Contact details for the Seller in matters related to ODR: reklamacje@eltron.pl.
8.1. In matters not covered by these Return and Complaint Policy, the provisions of the Civil Code shall apply.
8.2. Any disputes shall be settled by the court having jurisdiction over the Seller's registered office.
8.3. These Return and Complaint Policy are governed by Polish law.
Address:
ELTRON Spółka z ograniczoną
odpowiedzialnością Sp. k.
ul. Brodzka 10B
54-103 Wrocław
Customer Service:
Telefon: +48 71 343 97 55
E-mail: kontakt@eltron.pl
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