ᐈ Complaints and Returns ➡️ Procarte

Procarte » Complaints and Returns

COMPLAINT PROCEDURE

1. The service recipient may submit complaints via email to biuro@procarte.pl or in writing, including by registered letter, to the service provider’s headquarters.

2. Unless otherwise required by applicable law, the service recipient may submit a complaint within 14 days from the date of the event causing the complaint.

3. The complaint must include the service recipient’s full name, postal address, and email address.

4. Complaints will be processed within 14 days from the date the service provider receives the complaint.

SPECIAL RIGHTS OF CONSUMERS

1. Please note that, in accordance with Article 27 of the Act of May 30, 2014, on Consumer Rights (Journal of Laws of 2020, item 287), a consumer who has concluded a distance or off-premises contract may withdraw from it within 14 days without giving any reason and without incurring costs, except for the direct costs of returning the item and other costs arising directly from the Act.

2. A consumer who wishes to exercise the right to withdraw from the contract should inform the service provider of their decision to withdraw by means of a clear statement (e.g., a letter sent by mail or email). The consumer may use the statutory withdrawal form provided in Annex 2 to the Act of May 30, 2014, on Consumer Rights, but this is not obligatory. To meet the withdrawal deadline, it is sufficient for the consumer to send information regarding the exercise of their right to withdraw before the withdrawal period expires. The service provider shall promptly, but no later than 14 days from the receipt of the consumer’s notice of withdrawal, refund all payments made by the consumer.

3. Regarding the exercise of the right to withdraw from a distance contract, the service provider informs that the cost of returning the product is borne by the service recipient. Consumers can obtain free assistance concerning their rights and disputes with the service provider, including by contacting the district (municipal) consumer ombudsman or a consumer protection organization. Information for consumers, including details on obtaining assistance, is also available on the website of the President of the Office of Competition and Consumer Protection (uokik.gov.pl) under “Consumer Dispute Resolution.”