PANASZOK ÉS VISSZATÉRÉSEK

Phrases - ENTREPRENEUR

Download the returns policy as a PDF file

Returns - CONSUMER

A consumer (purchase for purposes not related to business or professional activity), in accordance with Article 27 of the Act of 30 May 2014 on Consumer Rights (Journal of Laws of 24 June 2014, item 827, as amended), may withdraw from a distance contract within 14 days without giving any reason and without incurring any costs, except for the costs specified in the Act.

Additional information regarding the conditions of withdrawal from the contract is available by clicking here
Withdrawal from contract form should be sent to the email address cok@onninen.com

Please send returns to the following address:

Onninen.pl Store
Teolin 18B
92-701 Łódź
necessarily with the note "COMPLAINTS DEPARTMENT"

Warranty complaints

Complaints regarding purchased goods due to manufacturing defects should be submitted directly to the Authorized Service of the Manufacturer / Guarantor or through our store by submitting a complaint via the online complaint form.

The submission should include:

• invoice, receipt or delivery note number,
• catalog number of the complained product,
• a detailed description of defects or damage,
• photos confirming the type of damage,
• a scan of the complaint report prepared by the courier (in case of transport damage),
• phone number and email address to inform about the progress of the complaint process.

NOTE: We recommend checking whether the shipment is not damaged in the presence of the courier and, if necessary, preparing a complaint report. This will enable positive consideration of possible complaints regarding damage incurred during transport.

If you have additional questions, please contact us by phone 42 676 89 70
Onninen Sp. z o.o.
Teolin 18B
92-701 Łódź

Complaints due to non-conformity of goods with the contract - CONSUMER

BASIS OF THE COMPLAINT
due to non-conformity of the Product with the contract

DATE OF CONCLUSION OF THE SALES CONTRACT
applies to Sales Contracts concluded 
from January 1, 2023

LEGAL BASIS
Act of 30 May 2014 on consumer rights (Journal of Laws 2020 item 287, as amended)

BASIC CONDITIONS OF THE SELLER’S LIABILITY

The Seller is liable to the Consumer for the lack of conformity of the Product with the Sales Contract.

Conformity of the Product with the Sales Contract

The Product is in conformity with the Sales Contract if in particular the following are consistent with the contract:

1. description, type, quantity, quality, completeness and functionality, and with regard to goods with digital elements – also compatibility, interoperability and availability of updates;
2. suitability for a particular purpose for which the Consumer needs it, about which the Consumer informed the Seller at the latest at the time of concluding the Sales Contract and which the Seller accepted.

In addition, for the Product to be considered compliant with the Sales Contract, it must:

1. be suitable for the purposes for which products of this type are usually used, taking into account applicable law, technical standards or good practices;
2. be present in such quantity and have such characteristics, including durability and safety, and with regard to goods with digital elements – also functionality and compatibility, as are typical for a product of this type and which the Consumer may reasonably expect, taking into account the nature of the Product and the public assurances made by the Seller, its legal predecessors or persons acting on their behalf, in particular in advertising or on the label, unless the Seller proves that:
   • a) it did not know about the given public assurance and, reasonably assessed, could not have known about it,
   • b) before the conclusion of the Sales Contract the public assurance was corrected while maintaining the conditions and form in which the public assurance was made, or in a comparable manner,
   • c) the public assurance did not influence the Consumer’s decision to conclude the Sales Contract;
3. be delivered with packaging, accessories and instructions which the Consumer may reasonably expect to receive;
4. be of the same quality as the sample or model which the Seller made available to the Consumer before concluding the Sales Contract and correspond to the description of such sample or model.

Release of the Seller from liability

The Seller shall not be liable for the lack of conformity of the Product with the Sales Contract referred to in the previous paragraph if the Consumer, at the latest at the time of concluding the Sales Contract, was clearly informed that a specific feature of the Product deviates from the requirements of conformity with the Sales Contract and clearly and separately accepted the lack of that specific feature of the Product.

BASIC CONSUMER RIGHTS

Repair/replacement

If the Product is not in conformity with the Sales Contract, the Consumer may request its repair or replacement.

The Seller may replace the Product when the Consumer requests repair, or the Seller may repair it when the Consumer requests replacement, if bringing the Product into conformity with the Sales Contract in the manner chosen by the Consumer is impossible or would require excessive costs for the Seller. If repair and replacement are impossible or would require excessive costs for the Seller, the Seller may refuse to bring the Product into conformity with the Sales Contract.

When assessing excessive costs for the Seller, all circumstances of the case shall be taken into account, in particular the significance of the lack of conformity of the Product with the Sales Contract, the value of the Product compliant with the Sales Contract and excessive inconvenience for the Consumer resulting from changing the method of bringing the Product into conformity with the Sales Contract.

The Seller shall repair or replace the Product within a reasonable time from the moment the Seller was informed by the Consumer of the lack of conformity with the Sales Contract, and without excessive inconvenience for the Consumer, taking into account the nature of the Product and the purpose for which the Consumer purchased it. The costs of repair or replacement, including in particular postage, transport, labor and materials, shall be borne by the Seller.

The Consumer shall make the Product subject to repair or replacement available to the Seller. The Seller shall collect the Product from the Consumer at its own expense.

If the Product was installed before the lack of conformity with the Sales Contract became apparent, the Seller shall dismantle the Product and reinstall it after repair or replacement or have these actions performed at its own expense.

The Consumer is not obliged to pay for normal use of the Product that was subsequently replaced.

Price reduction/withdrawal from the Sales Contract

If the Product is not in conformity with the Sales Contract, the Consumer may submit a statement requesting a price reduction or withdrawal from the Sales Contract when:

1. The Seller refused to bring the Product into conformity with the Sales Contract;
2. The Seller failed to bring the Product into conformity with the Sales Contract;
3. The lack of conformity of the Product with the Sales Contract persists despite the Seller attempting to bring the Product into conformity with the Sales Contract;
4. The lack of conformity of the Product with the Sales Contract is so significant that it justifies a price reduction or withdrawal from the contract without first using remedies such as repair or replacement of the Product;
5. It clearly follows from the Seller’s statement or circumstances that the Seller will not bring the Product into conformity with the Sales Contract within a reasonable time or without excessive inconvenience for the Consumer.

The reduced price must remain in such proportion to the price resulting from the Sales Contract as the value of the Product not compliant with the Sales Contract remains to the value of the Product compliant with the Sales Contract.

The Seller shall refund the Consumer the amounts due as a result of exercising the right to reduce the price immediately, no later than within 14 days from the date of receiving the Consumer's statement on the price reduction.

The Consumer may not withdraw from the Sales Contract if the lack of conformity of the Product with the Sales Contract is insignificant. It is presumed that the lack of conformity of the Product with the Sales Contract is significant.

If the lack of conformity with the Sales Contract concerns only some of the Products delivered under the contract, the Consumer may withdraw from the Sales Contract only with respect to those Products, as well as with respect to other Products purchased together with the Products not compliant with the Sales Contract, if it cannot reasonably be expected that the Consumer would agree to keep only the Products compliant with the Sales Contract.

In the event of withdrawal from the contract, the Consumer shall immediately return the Product to the Seller at the Seller’s expense. The Seller shall refund the Consumer the price immediately, no later than within 14 days from the date of receiving the Product or proof of its return.

The Seller shall refund the price using the same payment method used by the Consumer, unless the Consumer expressly agrees to another refund method that does not involve any costs for them.

The Consumer may withhold payment of the price until the Seller fulfills the obligations indicated above.

IMPORTANT COMPLAINT DEADLINES

The Seller is liable for the lack of conformity of the Product with the Sales Contract existing at the time of its delivery and disclosed within 2 years from that moment.

It is presumed that the lack of conformity of the Product with the Sales Contract that became apparent before the expiry of 2 years from the delivery of the Product existed at the time of delivery, unless proven otherwise or unless this presumption cannot be reconciled with the nature of the Product or the nature of the lack of conformity.

PLACE AND METHOD OF SUBMITTING A COMPLAINT

A complaint may be submitted by the Consumer for example:

• in writing to the address: Teolin 18 B, 92-701 Łódź;
• electronically via email to: cok@onninen.com;
• through the online complaint form.

DESCRIPTION OF THE COMPLAINT

It is recommended that the Consumer provide the following information in the complaint description – this will facilitate and speed up the processing of the complaint by the Seller:

1. information and circumstances concerning the subject of the complaint, in particular the type and date of occurrence of the non-conformity;
2. a request regarding the method of bringing the Product into conformity with the Sales Contract or a statement on price reduction or withdrawal from the Sales Contract;
3. contact details of the person submitting the complaint.

The above requirements are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description.

Delivery of the complained Product

The Consumer exercising rights due to the lack of conformity of the Product with the Sales Contract is obliged to immediately deliver the defective Product at the Seller’s expense to the address: Teolin 18 B, 92-701 Łódź. If, due to the type of Product or the method of its installation, delivering the Product by the Consumer would be excessively difficult, the Consumer is obliged to make the Product available to the Seller at the place where the Product is located.

Seller’s response

The Seller shall respond to the Consumer’s complaint immediately, no later than within 14 calendar days from the date of its receipt. If the Seller does not respond to the complaint within the above deadline, it shall be deemed that the complaint has been accepted.

OUT-OF-COURT METHODS OF HANDLING COMPLAINTS AND CLAIMS AND THE RULES OF ACCESS TO THESE PROCEDURES

Detailed information regarding the possibility for the Consumer to use out-of-court methods of handling complaints and pursuing claims, as well as the rules of access to these procedures, are available at the offices and on the websites of district (municipal) consumer ombudsmen, social organizations whose statutory tasks include consumer protection, Voivodeship Inspectorates of Trade Inspection, and at the following websites of the Office of Competition and Consumer Protection: 

• http://www.uokik.gov.pl/spory_konsumenckie.php;
• http://www.uokik.gov.pl/sprawy_indywidualne.php and
• http://www.uokik.gov.pl/wazne_adresy.php.

The Consumer has, among others, the following possibilities to use out-of-court methods of handling complaints and pursuing claims:

• The Consumer is entitled to apply to the permanent consumer arbitration court referred to in Article 37 of the Act of 15 December 2000 on Trade Inspection (Journal of Laws 2020 item 1706), with a request to resolve a dispute arising from the concluded Sales Contract. The regulations on the organization and operation of permanent consumer arbitration courts are specified in the regulation of the Minister of Justice of 6 July 2017 on determining the regulations for the organization and operation of permanent arbitration courts at voivodeship inspectorates of trade inspection (Journal of Laws 2017, item 1356).
• The Consumer is entitled to apply to the voivodeship inspector of Trade Inspection, in accordance with Article 36 of the Act of 15 December 2000 on Trade Inspection (Journal of Laws 2020 item 1706), with a request to initiate mediation proceedings regarding the amicable settlement of a dispute between the Consumer and the Seller. Information on the rules and procedure of mediation conducted by the voivodeship inspector of Trade Inspection is available at the offices and on the websites of the respective Voivodeship Inspectorates of Trade Inspection.
• The Consumer may obtain free assistance in resolving a dispute between the Consumer and the Seller also by using the free assistance of a district (municipal) consumer ombudsman or a social organization whose statutory tasks include consumer protection (including the Consumer Federation and the Polish Consumers Association). Advice is provided by the Consumer Federation via the free consumer helpline 800 007 707 and by the Polish Consumers Association at the email address porady@dlakonsumentow.pl.

Complaints - ENTREPRENEUR

Basis of complaints

When submitting a complaint, the Client may choose the following legal bases:

• warranty (if granted),
• non-performance/improper performance of the contract.

Complaint rules

1. After submitting a complaint via the complaint form or in another way available to the Client or provided for in the contract with the Client, a complaint number will be generated which should be referenced when contacting the Customer Service Center. The Client will be informed about further procedures by email to the address indicated in the form. If the Client has an Account in the Onninen.pl Online Store, detailed information about the submission and the stage of processing is also available in the client account in this online store in the tab – complaints and returns.
2. With regard to sales contracts concluded from 25.12.2014, in accordance with Article 558 § 1 of the Civil Code, the Seller’s liability under statutory warranty for the Product towards a Client who is not a consumer is excluded.
3. Complained goods should not be sent to the Distribution Center in Teolin without prior contact with the Customer Service Center. Failure to follow the above rules may extend the complaint processing time.
4. A warranty for goods applies if granted by the manufacturer or distributor (Guarantor) and under the conditions and for the period specified in the Guarantor’s warranty cards.

Formal complaint criteria

1. Upon receiving the ordered goods, the client is obliged to check their actual condition/content with the driver before confirming receipt by signing the paper proof of delivery or by providing the driver with the PIN code.
2. If damage or destruction of the packaging is found, it is mandatory to check in the presence of the driver whether the goods are undamaged and complete and to prepare a damage report confirmed by the signatures of the client and the driver. Failure to prepare a damage report may result in rejection of the complaint.
3. In the case of deliveries carried out via a courier company, the Client is obliged to check the contents of the delivered goods. Any irregularities should be reported to the courier and a damage report should be prepared – paper or electronic. If visible damage to the packaging or goods is found at the time of receipt, a damage report must be prepared on the day the shipment is delivered. If the damage to the shipment is not visible at the time of receipt (so-called hidden damage), the Client is obliged to prepare a damage report and submit a complaint within no more than 7 calendar days from the date of delivery of the shipment.
   Note: Preparing a damage report is not equivalent to submitting a complaint to the forwarding company.
   Failure to perform the above actions may result in refusal to accept the complaint.
   The standard complaint processing time is assumed to be 14 days from the date of sending the complaint to Onninen. Due to the diversity of manufacturers’ complaint procedures, including foreign manufacturers, the processing time in some cases may be extended.

Complaints step by step

1. Complaints regarding shortages in delivery/incomplete goods/damage:
   • Prepare a report with the driver during delivery: it is mandatory to provide the client’s name and number, date, delivery note number, Onninen product index and the quantity of the complained product, and the preferred method of resolving the complaint. The report must be signed by the client and the driver.
   • Complete the complaint form on Onninen.pl: fill in all required fields.
     In the case of damaged goods, photographic documentation showing the damage and the damage report must be provided.
     Reminder:
     A complete complaint report prepared with the driver on the day of delivery is the basis for positive consideration of the complaint, although it does not determine the outcome.
     Deadline for submitting a complaint – up to 3 working days from the moment of delivery.
2. Complaints regarding goods inconsistent with the order/excess goods in delivery:
   • Prepare a report with the driver during delivery: it is mandatory to provide the client’s name and number, date, delivery note number, Onninen product index covered by the complaint and the quantity of the complained product, and preferences regarding the method of resolving the complaint. The report must be signed by the client and the driver.
   • Complete the complaint form on Onninen.pl: fill in all required fields.
     Photographic documentation and a damage report will be required.
     Deadline for submitting a complaint – up to 3 working days from the moment of delivery.
3. Complaints regarding manufacturing defects:
   • Complete the complaint form on Onninen.pl: fill in all required fields.
   • Provide the exact address where the complained goods are located and indicate a person who can be contacted in case of additional questions.

Essential information includes a detailed description of the defect and photographic documentation (photo of the nameplate, serial number of the goods). Complaints regarding damage are forwarded by COK consultants to the manufacturer’s service and handled according to the information received from the manufacturer. In case of questions, please refer to the complaint number generated after submitting the complaint via the form, which confirms receipt of the complaint submission.

Ha meg szeretné tekinteni a dokumentum korábbi verzióját, kérjük, írjon nekünk: cok@onninen.com