COMPLAINTS

Whenever capitalized terms are used in the content of this document, they shall be understood as defined in the DEKORATORIUM.PL Internet Shop Terms and Conditions.

Product not in conformity with the Purchase Agreement (consumer warranty)

The Seller shall be liable to the Customer who is a Consumer or a Sole Trader for non-conformity of the Product with the Purchase Agreement (consumer warranty).

A Product conforms with the Purchase Agreement if the following conform with the Purchase Agreement:

- description, type, quantity, quality, completeness and functions;

- suitability for a specific purpose as needed by a Customer who is a Consumer or a Sole Trader, which the Customer who is a Consumer or a Sole Trader has announced to the Seller no later than at the time the Purchase Agreement was concluded, and one which the Seller has accepted.

In addition, in order to be deemed as conforming with the Purchase Agreement, the Product has to:

- be fit for purposes for which a Product of this type is normally used, taking into account the regulations as in force at present, technical standards and good practices;

- appear in such quantity and feature such characteristics, including durability and safety, as are typical for a Product of that type and which a Customer who is a Consumer or Sole Trader may reasonably expect, taking into account the nature of the Product and the public assurance made by the Seller, its legal predecessors or persons acting on their behalf, in particular in advertising or on labels, unless the Seller demonstrates that:

1. it was not aware of the public assurance in question and, judging reasonably, could not have known about it,
2. prior to the conclusion of the Purchase Agreement, the public assurance was corrected under the conditions and in the form in which the public assurance was given, or in a comparable manner,
3. the public assurance did not influence the decision of the Customer who is a Consumer or a Sole Trader to conclude the Purchase Agreement

- be supplied together with packaging, accessories and instructions that a Customer who is a Consumer or a Sole Trader can reasonably expect to receive;

- be of the same quality as the sample or specimen which the Seller had made available to the Customer who is a Consumer or a Sole Trader before the Purchase Agreement was concluded and match the description of such sample or specimen.

A Customer who is a Consumer or a Sole Trader shall have the right to make a complaint within 2 (two) years from the date the Product is delivered to them by the Company and report non-conformity of that Product with the Purchase Agreement within that period.

The Company shall respond to a complaint by a Customer who is a Consumer or a Sole Trader within 14 calendar days and shall inform them of the manner in which it will be handled.

In order for the Company to investigate a complaint, a Customer, who is a Consumer or a Sole Trader, should make the Product or Products subject to the complaint available to the Company in a manner agreed with the Company, together with a description of the complaint.

Contact us:
Śnieżka Trade of Colours
39-207 Brzeźnica,
ul. Dębicka 44,
Podkarpackie province (correspondence address)
tel. +48 14 680 55 52
e-mail: reklamacje@sniezka.com
Feel free to call us between Monday and Friday,
from 7:00 am to 3:00 pm

If the complaint is resolved in favour of a Customer who is a Consumer or a Sole Trader, then the Company shall immediately repair or replace the Product. In circumstances as set forth in the Consumer Rights Act, a Customer, who is a Consumer or a Sole Trader, may submit a declaration for a price reduction or to withdraw from the Purchase Agreement. Then, if the complaint is accepted, the Company shall refund to the Customer who is a Consumer or a Sole Trader the price paid for the Product and the Product will be returned or shall refund the price in the part corresponding to the non-conformity of the Product with the Purchase Agreement.

A defective Product (implied warranty)

For a Customer who is not a Consumer or a Sole Trader, the application of provisions pertaining to warranty for defects as specified in the Civil Code shall be excluded.

Guarantee complaint

Some products sold by the Company may be covered by a manufacturer's guarantee.

A year's stain resistance guarantee applies to:

• Magnat Ceramic,
• Magnat Ceramic Care
• MAGNAT Ceramic Kitchen&Bathroom
• Read the GUARANTEE TERMS
  Download the COMPLAINT FORM
  Download a LIST OF MAGNAT PRODUCTS

A 6 year guarantee applies to:

• Film-forming Protective and Decorative Varnish.
  Read the GUARANTEE TERMS
  Download the COMPLAINT FORM
• Decorative and Protective Super Efficient Stain & Varnish.
  Read the GUARANTEE TERMS
  Download the COMPLAINT FORM
• Protective and Decorative Stain & Varnish.
  Read the GUARANTEE TERMS
  Download the COMPLAINT FORM

To submit a complaint, the Customer is obliged to read and accept the Complaint Terms and Conditions. The Complaints Terms and Conditions are available in the Customer account panel when submitting the complaint. The full Terms and Conditions are also available here.  

 

 

The right to withdraw from the Purchase Agreement

A Customer who is a Consumer or Sole Trader may withdraw from a Purchase Agreement within 14 days without stating a reason. The period for withdrawing from the Purchase Agreement shall expire after 14 days from the day on which a Customer who is a Consumer or a Sole Trader took possession of the Product or on which a third party, other than the carrier and designated by a Customer who is a Consumer or a Sole Trader, took possession of the Product.

In order to exercise the right of withdrawal from the Purchase Agreement, the Customer who is a Consumer or a Sole Trader shall inform Śnieżka Trade of Colours spółka z ograniczoną odpowiedzialnością, to the following correspondence address: 39-207 Brzeźnica, ul. Dębicka 44, Podkarpackie, tel. +48 14 630 66 22, e-mail: kontakt@dekoratorium.pl regarding its decision on withdrawing from the Purchase Agreement by way of a unilateral declaration (for example a letter sent by post, fax or e-mail). A Customer who is a Consumer or a Sole Trader may also use the Purchase Agreement withdrawal form, however, it is not compulsory.

In order to comply with the Purchase Agreement withdrawal deadline, all a Customer who is a Consumer or a Sole Trader has to do is send a notice pertaining to exercising their right to withdraw from the Purchase Agreement before the withdrawal deadline expires.

Purchase Agreement withdrawal form for a Consumer or Sole Trader

agreement withdrawal form (consurner)

 

agreement withdrawal form (consurner) - editable format

 

 

 

Kindly note that the right to withdraw from a Purchase Agreement concluded in the Shop does not apply to the following agreements:

 

1. for the provision of services, if the business performed the service in full upon a clear consent by the Consumer or Sole Trader, who was informed prior to the provision of the service that once the service has been provided they forfeit the right to withdraw from the agreement;
2. where the price or remuneration depends on financial market fluctuations which the business has no control over, and which may occur before the deadline for withdrawing from the agreement;
3. where the subject of the agreement is the provision of a non-prefabricated good, made to the Consumer's or Sole Trader's specification or one used to satisfy their particular individual needs;
4. where the subject of agreement is a good which goes-off quickly or has a short use by period;
5. where the subject of the agreement is the provision of a good in a sealed packaging, which once opened may not be returned due to health protection reasons or for hygiene related reasons if the packaging was opened after delivery;
6. where the subject of the agreement is the provision of items which after delivery, due to their nature, are irreversibly combined with other items;