Complaints

 

How to file a complaint

You can file all complaints regarding products or the online service:

• in writing to the address: Hermanos MK Sp. z o.o., Grzybowska 87, 00-844 Warsaw, Poland
• in electronic form via e-mail: hello@milsendesign.com.

What to write in a complaint

It is recommended to include the following in the complaint description:

1. Information and circumstances regarding the subject of the complaint, especially the type and date of the occurrence of the irregularity or non-compliance with the contract
2. The request for the method of bringing the contract into compliance or a statement of price reduction, withdrawal from the contract, or another claim.
3. The contact details of the person filing the complaint – this will facilitate and expedite the handling of the complaint.

The requirements listed above are merely recommendations and do not affect the validity of complaints submitted without the recommended description 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.

Evidence related to the subject of the complaint (e.g., photos, documents, or the product) may be attached to the complaint by the complainant.

We may also ask the complainant to provide additional information or submit evidence (e.g., photos) if it helps facilitate and expedite the review of the complaint.”

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 product conformity with the contract are defined by generally applicable legal provisions, in particular, the Civil Code, the Consumer Rights Act, and the Act on the Provision of Services by Electronic Means 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 statutory liability of the Seller – this is liability arising from legal provisions. Below, you will find detailed information on where it is regulated. This liability cannot be excluded in the case of consumers;
• The contractual (e.g., warranty provided by the guarantor) – this is an additional responsibility, applicable when a product is covered by a warranty. The warranty may be provided by a party other than the Seller (e.g., by the manufacturer). Detailed regulations concerning liability based on the warranty can be found in the warranty card or another document related to the provision of the warranty.

Below you will find detailed regulations concerning the Seller’s liability based on legal provisions – depending on the type of product (movable goods, digital content, or digital services) and the date the contract was concluded (before 2022 or from 2023 onwards):

Provisions regarding product complaints – movable goods – purchased by the Customer under a sales contract concluded with the Seller. by December 31, 2022 The provisions of the Civil Code in the wording effective until December 31, 2022, particularly Articles 556-576 of the Civil Code, specify, in particular, the basis and scope of the Seller’s liability towards the Customer in case the sold product has a physical or legal defect (warranty). The Seller is obliged to deliver a product to the Customer that is free from defects.

The provisions regarding product complaints – movable goods (including movable goods with digital elements), excluding movable goods that serve solely as a carrier of digital content – purchased by the Customer based on sales contract concluded with the Seller from January 1, 2023. the provisions of the Consumer Rights Act, as amended effective from January 1, 2023, in particular Articles 43a – 43g of the Consumer Rights Act, specify the basis and scope of the Seller’s liability towards the consumer in the event of non-conformity of the product with the sales contract.

Provisions regarding the complaint of a product – digital content or a movable item serving solely as a medium for digital content – purchased by the Customer based on The sales contract was concluded with the Seller on January 1, 2023. Or before this date, if the delivery of such a product was to occur or has occurred after this date, as stipulated by the provisions of the Consumer Rights Act in the wording in force from January 1, 2023, particularly Articles 43h – 43q of the Consumer Rights Act. These provisions specifically define the basis and scope of the Seller’s liability towards the consumer in the event of non-conformity of the product with the sales contract.