Complaints

Non-conformity of Goods with the Contract

The Seller is obliged to deliver Goods free from defects, in conformity with the contract. The Seller is liable towards the Consumer or Entrepreneur with Consumer Rights for any non-conformity of the Goods with the contract under the principles set forth in the Act of 30 May 2014 on Consumer Rights.

How to Submit a Complaint?

1. A complaint may be submitted in writing to the address: PIAGTEA sp. z o.o., ul. Ks. Wujka 15A, 62 – 100 Wągrowiec, or electronically via e-mail: shop@piagtea.com.
2. The complaint should include:
   a) details of the person submitting the complaint (first name, last name, correspondence address, phone number, e-mail address),
   b) an indication of the non-conformity with the contract along with the date it was identified,
   c) a request for a remedy ensuring conformity with the contract, or a statement on price reduction or withdrawal from the contract,
   d) a document confirming the conclusion of the contract (e.g. a sales receipt, invoice, payment card statement, order number, or any other document confirming the transaction).

Time Limit for Complaint Review

The Seller is obliged to respond to the complaint within 14 days from the date of its receipt.

Out-of-Court Complaint Handling and Redress

1. The Consumer may use the following out-of-court complaint handling and redress mechanisms:
   a) submit a request to the Regional Inspector of the Trade Inspection for dispute resolution. The competent body for the Seller is the Regional Trade Inspection Authority in Poznań, Al. Marcinkowskiego 3, 60 – 967 Poznań (website: https://poznan.wiih.gov.pl),
   b) submit a request for the case to be heard by the permanent consumer arbitration court operating at the Regional Trade Inspection Authority,
   c) use free legal assistance provided by municipal or district consumer ombudsmen,
   d) use free legal assistance available via the Consumer Helpline at +48 801 440 220 or +48 222 66 76 76, Mon–Fri, 10:00 – 18:00 (call charges according to the operator’s tariff).
2. The President of the Office of Competition and Consumer Protection operates a contact point providing information to Consumers regarding out-of-court consumer dispute resolution. Assistance is provided by phone at +48 22 55 60 333, by e-mail: kontakt.adr@uokik.gov.pl, or in person at the UOKIK Headquarters, Plac Powstańców Warszawy 1, 00 – 950 Warsaw.

Complaints Regarding the Provision of Electronic Services

1. Complaints regarding electronic services may be submitted in writing to: PIAGTEA sp. z o.o., ul. Ks. Wujka 15A, 62 – 100 Wągrowiec, or by e-mail: shop@piagtea.com.
2. The complaint should specify the subject of the complaint along with justification, as well as the contact details of the complainant (first name, last name, correspondence address, e-mail address).
3. The Service Provider will respond to the submitted complaint without delay, no later than within 14 days from its receipt, sending a reply in the manner chosen by the Service Recipient.

Warranty for Entrepreneurs

The Seller’s liability under the statutory warranty for Goods or lack of conformity of Goods with the contract towards Clients who are Entrepreneurs is excluded (legal basis: Article 558 § 1 of the Civil Code).

Complaint form