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Consumer Complaints

Par. 9 Consumer Complaints

  1. The basis and scope of the Seller's liability to the Consumer for the conformity of the service with the contract are specified in the Consumer Rights Act in Chapter 5a and other provisions of applicable law. Complaints and claims regarding the non-conformity of the Goods with the Sales Agreement should be reported in accordance with these provisions.
  2. The Seller recommends that complaints regarding Goods purchased by the Consumer be submitted by completing the complaint form available on the Website and then sending this form to the e-mail address: reklamacje@sterim.eu.
  3. The Seller recommends that the complaint should include at least:
  1. the Consumer's first name, last name, address, e-mail address, and possibly telephone number,
  2. the order number of the Goods that are the subject of the complaint,
  3. the invoice or receipt number,
  4. the Goods subject to the complaint,
  5. a request for the Goods to be brought into compliance with the Sales Agreement or a statement of price reduction or withdrawal from the Sales Agreement,
  6. justification for the complaint, including, in particular, a detailed description of the non-compliance of the Goods with the Sales Agreement and the date of its discovery
  1. In the case of a complaint concerning Goods purchased by the Consumer, the Customer who is a Consumer shall make the Goods available to the Seller. The Seller shall collect the Goods from the Customer at its own expense. For this purpose, the Customer shall choose one of the options proposed by the Seller and most convenient for the Customer for the collection of the Goods subject to complaint, e.g. by courier, parcel locker or directly at the address: STERIM Sp. z o.o., ul. Strzeszyńska 66, 60-479 Poznań.
  2. The Consumer is asked to attach a copy of the VAT invoice or receipt to the Goods made available or returned to the Seller; attaching them may speed up the processing of the complaint.
  3. The Consumer is requested to make the Goods available to the Seller, if possible, in their original, undamaged packaging, in a manner that protects the Goods from damage.
  4. The Seller reserves the right not to accept so-called cash on delivery shipments from the Consumer (a shipment which requires the recipient to pay the amount indicated in the consignment note by the sender of the shipment) if this involves the need to make a cash payment and the Seller has not ordered such a shipment.
  5. In order to clarify any doubts regarding the complaint, the Seller may contact the Consumer at the address, e-mail address, or telephone number provided by the Consumer.
  6. The Seller shall consider the Consumer's complaint within 14 days of receiving it.
  7. The response to the complaint shall be sent to the address provided by the Consumer (if the complaint was sent by post) or to the e-mail address (if the complaint was sent by e-mail or via the complaint form).
  8. If the complaint is deemed unjustified, the Consumer shall collect the Goods subject to the complaint within 14 days of receiving the response to the complaint.
  9. The Seller does not anticipate participation in proceedings for out-of-court settlement of consumer disputes regulated by the Act of September 23, 2016, on out-of-court settlement of consumer disputes (Journal of Laws 2016, item 1823, as amended). The consumer has the option of using the online dispute resolution system available through the European online dispute resolution platform at europa.eu/consumers/odr.