How to file a complaint

You can submit all complaints regarding products or the online store:

• in writing to the following address: Gese A. Karetko, G. Markowski Spółka komandytowa,  ul. Michała Motoszko 26, 15-111 Białystok,  using the complaint form -  DOWNLOAD HERE.

• in electronic form via e-mail to the following address: [email protected]  using the complaint form -  DOWNLOAD HERE.

The product may be sent or returned under the complaint to the following address: Gese A. Karetko, G. Markowski Spółka komandytowa ,  ul. Michała Motoszko 26, 15-111 Białystok ;

What to write in a complaint

It is recommended to complete the form which includes the following data:

1. information and circumstances relating to the subject of the complaint, in particular the type and date of the irregularity or lack of conformity with the contract;

2. to request a method of achieving compliance with the contract; and

3. contact details of the person submitting the complaint – this will facilitate and speed up the processing of the complaint.

If the contact details provided by the complainant change during the complaint consideration process, he or she is obliged to notify the Seller thereof.

The complainant may attach evidence (e.g. photos, documents or product ) related to the subject of the complaint to the complaint.

You can also download a ready-made complaint form  by clicking here.

When will you receive a response to your complaint?

The Seller will respond to the complaint immediately, no later than within 14 calendar days from the date of its receipt.

Where can you find legal regulations regarding complaints?

The basis and scope of liability for the conformity of the product with the contract are specified in generally applicable legal provisions, in particular in the Civil Code, the Consumer Rights Act and the Act on the provision of electronic services of 18 July 2002 (Journal of Laws No. 144, item 1204, as amended).

We have two types of responsibility for the product's compliance with the contract:

• statutory Seller – this is a liability resulting from the provisions of the law, below you will find detailed information on where it is regulated, this liability cannot be excluded in the case of consumers;

• contractual (e.g. a guarantee provided by a guarantor ) – this is additional liability, applicable when a given product is covered by, for example, a guarantee. The guarantee may be provided by an entity other than the Seller (e.g. the manufacturer). Detailed regulations regarding liability under the guarantee can be found in the guarantee card or in another place concerning the provision of the guarantee;

Below you will find detailed regulations regarding the Seller's liability under the law - depending on the type of product (movable item, content or digital service) and depending on the date of conclusion of the contract (until 2022 or from 2023):

The provisions regarding the complaint of a product - a movable item - purchased by the Customer under a sales agreement concluded with the Seller by December 31, 2022 are specified in the provisions of the Civil Code in the wording applicable until December 31, 2022, in particular Articles 556-576 of the Civil Code. These provisions specify in particular the basis and scope of the Seller's liability towards the Customer if the sold product has a physical or legal defect (warranty). The Seller is obliged to deliver a product without defects to the Customer.

The provisions regarding the complaint of a product - a movable item (including a movable item with digital elements ), excluding, however, a movable item that serves solely as a carrier of digital content - purchased by the Customer on the basis of a sales agreement concluded with the Seller from 1 January 2023 are specified in the provisions of the Consumer Rights Act in the wording applicable from 1 January 2023, in particular Articles 43a - 43g of the Consumer Rights Act. These provisions specify in particular the basis and scope of the Seller's liability towards the consumer in the event of non-conformity of the product with the sales agreement.

The provisions regarding the complaint of a product - digital content or service or a movable item that serves solely as a carrier of digital content - purchased by the Customer under a sales agreement concluded with the Seller from 1 January 2023 or before that date, if the delivery of such a product was to take place or took place after that date are specified in the provisions of the Consumer Rights Act in the wording applicable from 1 January 2023, in particular Articles 43h - 43q of the Consumer Rights Act. These provisions specify in particular the basis and scope of the Seller's liability towards the consumer in the event of non-conformity of the product with the sales agreement.