Complaints may be submitted by letter or e-mail to the postal or electronic address indicated in the Seller's Contact Data.
Complaints may be submitted using the form which is annexed to the Terms and Conditions.
A complaint should include a description of the problem and Customer's Contact Data.
The Seller shall handle complaints within 14 days from the date of filing. In the content of the complaint, it is recommended to provide the Customer Contact Data that will be used to answer the complaint and conduct correspondence related to it.
In the case of a complaint concerning a Product, in order to handle the complaint by the Seller, the Customer shall deliver or send the Product to the Seller's address.
Complaints may be made under warranty for defects in Products included in the Sales Agreement and other Services.
If the Product has a defect, the Customer may demand replacement of the Product for another one without any defects or defect removal. The Seller is obliged to replace the defective Product or to remove the defect within a reasonable time without any inconvenience to the Customer.
The Seller may refuse to fulfill Customer's request if it is impossible for the Seller to fix the defect in the manner chosen by the Customer, or if it would require excessive cost compared to the other possible way to comply with the Contract.
If the Client is not a Consumer, The Seller may refuse to exchange the Product for free of defects or to remove the defect, if the cost of it is higher than the price of the Product sold.
If the Product has a defect, the Customer may make a statement of price reduction or withdrawal from the Contract unless the Seller expressly and without unreasonable disadvantage to the Customer will replace the defective Product or defect will be removed. This restriction does not apply if the Product has already been replaced or repaired by the Seller or the Seller has failed to fulfill the obligation to exchange the Product for free of defects or remove the defect. The Customer can not withdraw from the Agreement if the defect is irrelevant.
The Customer may, instead of the proposed by the Seller defect removal, demand an exchange of the Product for free of defects or demand to remove the defect unless it is impossible to bring the Product to the compliance with the Contract in a manner chosen by the Customer or it requires an excessive cost compared to the method proposed by the Seller. The eccesivity of the cost is valued taking into account he value of the defect-free product, the nature and significance of the stated defect, and the inconvenience that the Customer would otherwise be exposed to.
The reduced price set forth in point 10 and 11 above shall remain in such proportion to the price stated in the Agreement in which the value of the defective Product remains in the Product without defect.
The Consumer has the opportunity to use the following non-judicial means of dealing with claims and redress:
filing a request for settlement of a dispute arising from the concluded Sales Agreement to a Consumer court acting by the Trade Chamber,
filing a request for mediation on the amicable settlement of the dispute between the Customer and the Seller to the Inspector of Trade Chamber,
use the help of the local or city Consumer's Protection Commissioner or social organization, whose statutory tasks include consumer protection,
make a complaint through the European ODR web platform, available at http://ec.europa.eu/consumers/odr/.