Returns and complaints

1. Scope of this document 1.1. This document sets out the rules for complaints concerning lack of conformity of goods, any applicable commercial guarantee, and the consumer's statutory right of withdrawal. 1.2. This document should be read together with the Terms and Conditions and the documents for the specific order. 2. Statutory complaints for lack of conformity 2.1. If the goods are not in conformity with the contract, a consumer may use the remedies available under applicable law. 2.2. As a general rule, the consumer may request repair or replacement and, in cases provided by law, may also request a price reduction or terminate the contract. Seller liability for lack of conformity generally lasts 2 years from delivery of the goods to the consumer. 2.3. A complaint may be submitted in any form. For evidentiary purposes, written form, email, or the contact form is recommended. A fiscal receipt is not the only acceptable proof of purchase. 3. How to submit a complaint 3.1. A complaint may be submitted: - by email: kontakt@baliago.pl - through the contact form available on the Website - in writing to: Berżałowce 34A, 16-500 Sejny, Poland 3.2. A complaint should, where possible, include: - customer contact details, - information identifying the order or purchase, - a description of the lack of conformity, - the customer's request. 4. Response deadline 4.1. The Seller responds within the deadline required by law, currently generally no later than 14 days from receipt where that statutory deadline applies to the consumer's request. 5. Commercial guarantee 5.1. If a commercial guarantee applies to a product, its terms follow the separate guarantee statement provided at sale, in the product documentation, or by the guarantor. 5.2. A commercial guarantee does not exclude statutory remedies for lack of conformity. 6. Withdrawal from a distance or off-premises contract 6.1. As a general rule, a consumer who concludes a distance or off-premises contract may withdraw without giving reasons within 14 days. For goods, the period generally runs from receipt of the goods; for services, generally from conclusion of the contract. 6.2. To exercise the right of withdrawal, the consumer should send the Seller an unequivocal statement before the deadline expires. 6.3. Once withdrawal is effective, the contract is treated as if it had not been concluded. The Seller refunds payments as required by law, and the consumer returns the goods in accordance with applicable Polish consumer-rights legislation. 7. Cases where the right of withdrawal may not apply 7.1. The right of withdrawal may not apply in the cases provided by law, including: - non-prefabricated goods made to the consumer's specification or clearly personalised, - services fully performed after the consumer's prior express consent and acknowledgement, - any other statutory exception applicable to the specific contract. 8. Additional commercial returns 8.1. This document does not establish a separate voluntary commercial returns policy beyond statutory consumer rights, unless otherwise stated in an individual offer or separate document. 9. Contact For returns and complaints: - email: kontakt@baliago.pl - telephone: +48 530 039 551, +48 733 849 941 - correspondence and complaint address: Berżałowce 34A, 16-500 Sejny, Poland