Complaints and returns

CONSUMER'S RIGHT TO WITHDRAW FROM THE CONTRACT:

  1. According to Article 27 of the Consumer Law, the Seller informs about the Consumer's right to withdraw from the Sales Agreement within 14 days without providing any reason. The deadline for withdrawing from the Agreement expires after 14 days from the day on which the Consumer took possession of the item or on which a third party other than the carrier and indicatedby the Consumer, has come into possession of the item.

  1. To exercise the right of withdrawal from the Sales Agreement, you must inform the Seller (WODARO SP. Z O.O. ul. Głubczycka 57, 48-130 Kietrz, email address: biuro@mojawoda.com) of your decision to withdraw from the Sales Agreement by means of a clear statement (for example, in the form of a letter sent by post or mailelectronic). If the Consumer uses the form of sending the statement of withdrawal from the Sales Agreement by electronic mail, the Seller will promptly send the Consumer a confirmation of receipt of the information about the withdrawal from the contract on a durable medium (for example, by electronic mail).

  1. The Consumer may also use the template withdrawal form, which is attached as Appendix No. 1 tothis Regulation, however, it is not mandatory.

  1. To meet the deadline for withdrawing from the Sales Agreement, it is sufficient to send information regarding the exercise of the Consumer's right to withdraw from the agreement before the deadline for withdrawing from the Sales Agreement.

  1. Consequences of withdrawing from the agreement: inIn the event of withdrawal from the Sales Agreement, the Seller shall refund the Consumer all payments received from them, including the costs of delivering the Goods (except for additional costs resulting from the method of delivery chosen by the Consumer other than the cheapest standard delivery method offered by the Seller), without delay and in any case no later than 14 days from the day the Seller was informed of the Consumer's decision to exercise the right of withdrawal from the Agreement.in the sale. The Seller will refund the payment using the same payment methods that were used by the Consumer in the original transaction, unless the Consumer has explicitly agreed to a different solution; in any case, the Consumer will not incur any fees related to this refund. The Seller may withhold the refund until the Goods are received or until proof of their return is provided, depending on which event occurs first.earlier.

  1. Returned Goods The Consumer is requested to send back or deliver to the following address of the Seller: Tomasz Waliduda "AQUA SYSTEM" ul. Głubczycka 57, 48-130 Kietrz, without delay, and in any case no later than 14 days from the day the Consumer informed the Seller about the withdrawal from the Sales Agreement. The deadline is met if the Consumer sends the Goods back before the 14-day period expires. The Consumerwill have to bear the direct costs of returning the Goods. The consumer is requested to properly secure the returned Goods during shipping.

  1. The consumer is only responsible for the reduction in value of the Goods resulting from their use in a manner other than what was necessary to ascertain the nature, characteristics, and functioning of the Goods.

  1. According to the provisions of Article 38 of the Consumer Law, the Consumer does not have the right to withdraw from the Sales Agreement in relation to contracts:
    1. for the provision of services, if the Seller has fully performed the service with the express consent of the Consumer, who has been informed before the commencement of the service that after the performance of the service by the Seller, they will lose the right to withdraw from the Sales Agreement;
    2. in which the price or remunerationdepends on fluctuations in the financial market, over which the Seller has no control, and which may occur before the deadline for withdrawing from the Sales Agreement;
    3. in which the subject of the performance is a non-prefabricated item produced according to the Consumer's specifications or intended to meet their individualized needs;
    4. in which the subject of the performance is a perishable item or has a short shelf lifeusefulness;
    5. in which the subject of the service is a product delivered in a sealed package, which cannot be returned after the package has been opened due to health protection or hygiene reasons, if the package has been opened after delivery;
    6. in which the subject of the service is items that, due to their nature, become inseparably connected with other items after delivery;
    7. in which the subject of the provision is alcoholic beverages, the price of which was agreed upon at the conclusion of the Sales Agreement, and whose delivery can only take place after 30 days and whose value depends on market fluctuations that the Seller cannot control;
    8. in which the Consumer has expressly requested that the Seller come to them for urgent repair or maintenance; if the Seller additionally provides other services than those, whichif the Consumer requested or provided items other than spare parts necessary for the repair or maintenance, the right to withdraw from the Sales Agreement is granted to the Consumer in relation to additional services or items;
    9. in which the subject of the service is audio or visual recordings or computer programs delivered in sealed packaging, if the packaging has been opened after delivery;
    10. on deliveryof journals, periodicals or magazines, except for subscription agreements;
    11. concluded through public auction;
    12. for the provision of accommodation services, other than for residential purposes, transportation of goods, car rental, catering, services related to recreation, entertainment, sports or cultural events, if the day or period of service provision is specified in the Sales Agreement;
    13. fordelivery of digital content not stored on a tangible medium, if the performance of the service has begun with the Consumer's express consent before the expiration of the withdrawal period from the Sales Agreement and after being informed by the Seller about the loss of the right to withdraw from the Sales Agreement.
  2. In the case of a partial return of the order, as a result of which its value falls below the threshold for free delivery,The seller reserves the right to deduct the costs of the original delivery according to the price list in effect on the day the order is placed. This amount will be deducted from the refunded amount.

COMPLAINTS:

  1. The seller is responsible for defects in the Goods, in accordance with the principles of liability specified in the provisions of the Code.civil, in particular Article 556 and Articles 556(1) – 556(6) of the Civil Code. If the Buyer is not a Consumer, the Seller's liability under the warranty is excluded pursuant to Article 558 § 1 of the Civil Code.

  1. In the event of defects in the Goods, the Ordering Party may submit a complaint to the Seller by sending it via email to the email addressbiuro@mojawoda.comby mail to the address: WODARO SP. Z O.O. ul. Głubczycka 57, 48-130 Kietrz, or in case of a warranty claim, if such is granted, directly to the manufacturer's address indicated on the product packaging or in the warranty card.

  1. The Ordering Party, sending the claimed Goods to the Seller, is requested, in order to facilitate the processcomplaints, to provide the following information: first and last name, exact residential address, Order number, email address, and a detailed description of the defect of the Goods and the request of the complainant. When submitting a complaint, the Customer is also requested to attach a copy of the proof of purchase (e.g., a copy of the receipt or VAT invoice).

  1. Complaints are processed within 14 days from the submission of the relevantof the complaint, in accordance with applicable regulations. The Customer will be informed by the Seller about how it will be handled.

  1. The Seller informs that it agrees to resolve consumer disputes in accordance with the Act of September 23, 2016, on out-of-court resolution of consumer disputes (Journal of Laws 2016, item 1823). In case the complaint is not accepted by the Seller, the Consumer mayto use out-of-court methods for handling complaints and pursuing claims and to contact the Provincial Inspectorate of Trade Inspection in Opole, ul. 1-go Maja 1, 45-068 Opole, P.O. Box 328, www.opole.wiih.gov.plDetailed procedures for obtaining assistance from the Trade Inspection are available on the office's website and on the www.uokik.gov.pl website in the "Consumer Dispute Resolution" and "Important" sections."matters". The out-of-court claims process after the complaint procedure is free of charge. In the case of the Ordering Party being a Consumer who wishes to use the out-of-court method of pursuing claims, there is also the option to submit a complaint via the EU online ODR platform, available at http://ec.europa.eu/consumers/odr/