Complaints
The Customer can submit any complaints that may arise during the purchase process using one of the following contact details:
The Service Provider's complaint handling is always free of charge.
Required Information
- Name
- Order ID
- Invoice ID
- Image of the defect of the ordered product.
Written Complaint
In case of a written complaint, the Service Provider will investigate the complaint after receipt and send a written response to the Customer within 30 days of the complaint being submitted. Upon request, the Service Provider will notify the Customer of the outcome of the investigation electronically.
The complaint will be investigated, rejected or remedied by the Service Provider based on the applicable legal regulations. In its response letter, the Service Provider will indicate the result of the full investigation of the complaint, the measures taken to remedy the complaint, and the reasons for the rejection, if applicable. The Service Provider will provide its information with a clear and understandable justification, using simple language and avoiding the unnecessary use of legal terms. The Service Provider will endeavour to provide a substantive response to all of the Customer's objections in its response letter.
Complaint Records
During the complaint handling process, the Service Provider may request the following information from the Customer:
- Customer's name
- Customer's address, registered office, mailing address
- Customer's phone number
- Method of notification
- Article number or other identification number of the product or service concerned
- Description of the complaint, reason
- Customer's request related to the complaint
- Copy of documents in the possession of the Customer necessary to support the complaint
- Any other data necessary for the investigation and response to the complaint
The Service Provider handles the data submitted by the Customer during the complaint handling process in accordance with the provisions of Act CXII of 2011 on the Right to Information and Self-Determination and on Freedom of Information.
The Service Provider archives written complaints - including the minutes of complaints made in person - and the responses to them for five years. After the expiry of the retention period, the Service Provider will destroy the data carriers (documents).
The Service Provider uses the personal data recorded in the complaint register exclusively for the purpose of registering and adjudicating complaints.
Legal Remedies
If the Customer's complaint is rejected in whole or in part, or if the deadline set above for the investigation of the complaint expires without result, the Customer may contact the following authorities and bodies: