Complaints

This document forms part of the Displuno Store Terms and Conditions. The seller is P.P.H.U. Janusz Ciosek WIELKA REKLAMA, ul. ks. Jerzego Popiełuszki 13, 98-300 Wieluń, Poland, tax ID (NIP) 832-000-27-20 (details in "Legal information").

A. Consumers and sole traders with consumer rights

1. What we are liable for

1. We are liable for the conformity of products with the contract under the Polish Consumer Rights Act (Article 43a et seq.).
2. We are liable for any lack of conformity that existed when the product was delivered and becomes apparent within 2 years of delivery. A lack of conformity that becomes apparent within this period is presumed to have existed at delivery unless we prove otherwise.
3. The same rules apply to sole traders (natural persons) for whom the contract is not of a professional nature (Article 7aa of the Polish Consumer Rights Act).
4. Complaints also apply to personalised products. A personalised product conforms to the contract if it matches the order and the approved design. An error in content that was present in the file or design you approved is not a lack of conformity.

2. How to file a complaint

1. Send your complaint:
   • by email to info@displuno.com,
   • by post to: [RETURNS AND COMPLAINTS ADDRESS — TO BE CONFIRMED; by default ul. ks. Jerzego Popiełuszki 13, 98-300 Wieluń, Poland].
2. If possible, include: the order number, a description of the problem and when you noticed it, photos of the product and packaging, and what you request (repair, replacement, price reduction or withdrawal from the contract). You may use the model at the end of this document.
3. Please do not send the product back before contacting us. We will tell you whether this is necessary and arrange collection at our expense.

3. Your rights

1. If the product does not conform to the contract, you may request repair or replacement.
2. We may replace the product when you request repair, or repair it when you request replacement, if your chosen remedy is impossible or would impose disproportionate costs on us. We may refuse both if they are impossible or would impose disproportionate costs.
3. You may request a price reduction or withdraw from the contract if:
   • we have refused or failed to repair or replace the product,
   • the lack of conformity persists despite repair or replacement,
   • the lack of conformity is so serious that it justifies a price reduction or withdrawal without prior repair or replacement,
   • it is clear from our statement or the circumstances that we will not bring the product into conformity within a reasonable time or without significant inconvenience.
4. You may not withdraw from the contract if the lack of conformity is minor.
5. We carry out repair or replacement within a reasonable time and at our expense, including collection and redelivery of the product.
6. Amounts due following a price reduction or withdrawal are refunded without delay and no later than 14 days after we receive your statement.

4. Our reply

1. We reply to complaints within 14 days of receipt, by email or post.
2. If we do not reply within this period, the complaint is deemed accepted.
3. If we reject a complaint, our reply will inform you about out-of-court dispute resolution and whether we agree to take part in it [OWNER'S DECISION].

5. Transport damage

Please inspect the parcel on delivery. If the packaging is damaged, complete a damage report with the courier and take photos. This helps us resolve the matter quickly but is not a condition for accepting a complaint.

6. Manufacturer's guarantee

We do not provide a separate commercial guarantee. If a manufacturer's guarantee is enclosed with the product, you may use it on the terms set out in the guarantee document. A guarantee does not exclude, limit or suspend your rights in respect of lack of conformity.

7. Out-of-court dispute resolution

You may seek help from a municipal or district consumer ombudsman, consumer organisations or a permanent consumer arbitration court at a Provincial Inspectorate of Trade Inspection in Poland (polubowne.uokik.gov.pl). Consumers from other EU countries can contact the European Consumer Centre in their country.

B. Business customers

1. This part applies to companies, public bodies, agencies and wholesale buyers who are not sole traders with consumer rights.
2. Statutory warranty liability for defects (rękojmia) is excluded (Article 558 § 1 of the Polish Civil Code). Complaints are handled under the contractual procedure below.
3. Inspect the product promptly after delivery. Report quantity shortfalls and visible defects within [5] business days of delivery, and hidden defects within [14] days of discovery, but no later than [12] months after delivery.
4. Send the report to b2b@displuno.com [TO BE CONFIRMED] with the order number, a description of the defect and photos. At our request, make the product or a sample available for inspection.
5. We reply within [7] business days of receiving a complete report.
6. If we accept the complaint, we will, at our discretion, replace or repair the product, remake it, reduce the price or refund the payment for the defective part of the order.
7. Our liability is limited in accordance with § 12 para. 4 of the Terms. Also report transport damage to the carrier in a damage report on delivery.
8. For public procurement, the provisions of the procurement contract prevail if they regulate complaints differently.

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Model complaint (optional)

To: P.P.H.U. Janusz Ciosek WIELKA REKLAMA (Displuno store), [COMPLAINTS ADDRESS], info@displuno.com

Name / company name: ..........................................

Address and email: ..........................................

Order number and delivery date: ..........................................

Product concerned: ..........................................

Description of the lack of conformity and date noticed: ..........................................

Request (repair / replacement / price reduction of PLN ...... / withdrawal from the contract): ..........................................

Attachments (e.g. photos): ..........................................

Date and signature (paper version only): ..........................................