Complaints

Complaints Policy

1. Legal basis

We process complaints in accordance with:

  • Civil Code ,
  • The Consumer Rights Act ,
  • and other applicable legal provisions.

2. When can you file a complaint?

You can make a complaint if:

  • the product received is damaged or defective,
  • the goods are not as described,
  • the product fails during the warranty period (if applicable).

3. How to file a complaint?

To file a complaint, follow these steps:

3.1. Fill out the complaint form

Download and complete the complaint form available on our website or prepare a report containing:

  • Name and surname ,
  • Order number ,
  • Name of the advertised product ,
  • Description of the problem ,
  • Pictures of the defect (if possible) .

3.2. Submit a request

Please send your application to the following email address: [Your email] or submit it in paper form to the following address:

📍 [Company name, complaint address]

3.3. Return the product (if required)

If we ask you to return a product, please send it to our returns address, preferably by registered mail.

4. Complaint handling deadline

We process complaints within 14 calendar days of receiving the report. If additional expertise is needed, we will inform you about the extension of the deadline.

5. Possible solutions to the complaint

After considering your complaint, we may:
✅ Replace the product with a new one,
✅ Repair a defective product,
✅ Offer a refund if repair or replacement is not possible.

6. Complaint shipping costs

If the complaint is accepted, we will refund the shipping costs for the defective product. If the complaint is rejected, the shipping costs are borne by the customer.

7. Contact

Have any questions? Contact us:
📧 Email: [Your Email]
📞 Phone: [Your phone number]

ENGL

Complaint Policy

  1. Legal Basis

Complaints are handled in accordance with:

  • The Civil Code,

  • The Consumer Rights Act,

  • and other applicable legal regulations.

  1. When Can You File a Complaint?

You can file a complaint if:

  • The product you received is damaged or defective,

  • The product does not match the description,

  • The product malfunctioned within the warranty period (if applicable).

  1. How to Submit a Complaint?

To submit a complaint, these follow steps:

3.1. Fill out the complaint form

Download and complete the complaint form available on our website or prepare a request containing:

  • Full name,

  • Order number,

  • Name of the product being complained about,

  • Description of the issue,

  • Photos of the defect (if possible).

3.2. Submit the complaint

Send the complaint to the email address: [Your email] or deliver it in paper form to the address:
📍 [Company Name, Complaint Address]

3.3. Return the product (if required)

If we ask for the return of the product, send it to our complaint address, preferably via registered mail.

  1. Complaint Handling Time

Complaints will be processed within 14 calendar days from the receipt of the complaint. If additional expertise is needed, we will inform you of the extended processing time.

  1. Possible Solutions to the Complaint

After reviewing the complaint, we may:
✅ Replace the product with a new one,
✅ Repair the defective product,
✅ Offer a refund if repair or replacement is not possible.

  1. Complaint Shipping Costs

If the complaint is accepted, we will refund the shipping costs for returning the defective product. If the complaint is rejected, the shipping costs will be borne by the customer.

  1. Contact

Do you have questions? Contact us:
📧 Email: [Your email]
📞 Phone: [Your phone number]