Complaint

How to file a complaint

All complaints regarding products or the online store can be submitted:

• in electronic form via e-mail to the following address: office@pinpack.eu
• in writing to the following address: CST Marcin Zdybał, ul. Siewierska 35, 42-600 Tarnowskie Góry, Poland

What to include in the complaint

It is recommended to provide the following information in the description of the complaint:

1. information and circumstances regarding the subject of the complaint, in particular, the type and date of irregularities or non-compliance with the contract;
2. demand a way to bring it into compliance with the contract or a statement on price reduction or withdrawal from the contract or other claim; and
3. contact details of the complainant—this will facilitate and speed up the consideration of the complaint.

The requirements set out above are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint. In the event of a change in the contact details provided by the complainant during the complaint consideration, he is obliged to notify the Seller about it.

The complaint may be accompanied by evidence (e.g., photos, documents or products) related to the subject of the complaint.

We may also ask the complainant to provide additional information or provide evidence (e.g., photos) if this will facilitate and expedite the processing of the complaint by us.

When will you receive a response to the 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 compliance of the product with the contract are defined by generally applicable laws, in particular the Civil Code, the Act on Consumer Rights and the Act on the provision of electronic services of July 18, 2002 (Journal of Laws no. 144, item 1204, as amended).

We have two types of liability for product conformity with the contract:

• the Seller’s statutory liability—this is the liability resulting from the law, you will find detailed information where it is regulated below, this liability cannot be excluded in the case of consumers;
• contractual (e.g., the warranty provided by the guarantor)—this is an additional liability, applicable when a given product is covered, e.g., by a warranty. The warranty may be provided by an entity other than the Seller (e.g., by the manufacturer). Detailed regulations regarding liability under the warranty can be found in the warranty card or elsewhere regarding the warranty;

The full text of the terms of the complaint can be found in the regulations of the store.