Complaints and returns

Complaints about Goods

1. The Seller is obliged to deliver the Goods free of defects. The statutory right of liability for defects of the sold thing (warranty for defects) to the extent specified in Article 556 and Article 556 shall apply[1]-556[3] et seq. of the Civil Code.
2. A customer making a purchase from the Store has the right to file a warranty claim.
3. With respect to Consumers, the Seller is obliged to deliver Goods that conform to the Contract. In this regard, the Seller shall be liable for the lack of conformity of the Goods with the Contract as specified in Article 43a of the Consumer Rights Act. The Goods are in compliance with the Contract if, in particular, their compliance with the Contract remains:
   • description, type, quantity, quality, completeness and functionality,
   • suitability for the specific purpose for which it is needed by the Consumer, which the Consumer notified the Seller at the latest at the time of the conclusion of the contract and which the Seller accepted.
4. Complaints can be submitted:
   • in writing to the address: Boxmarket Sp. z o.o., Świętego Tomasza 4, 05-840 Brwinów;
   • via email to: info@boxmarket.eu.
5. In the case of exercising rights under the warranty and on account of non-compliance of the Goods with the Contract - if the Seller deems it necessary to consider the complaint, the Client is obliged to deliver the defective or non-compliant Goods to the address specified in paragraph 4 above. If, due to the nature of the Goods or the manner of their installation, delivery of the Goods would be excessively difficult, the Customer is obliged to make the Goods available to the Seller at the place where they are located. The Seller is obliged to respond to the complaint immediately, no later than within 14 days from the date of its submission.
6. The Seller shall be liable under the warranty if a physical defect or non-compliance of the Goods with the Contract is discovered before the expiration of two years from the date of issue of the Goods. If the object of sale is a used movable item, the liability under the warranty is one year from the moment of its release (does not apply to Consumers).
7. In the complaint submitted, it is recommended that the Customer (1) provide information on the subject of the complaint, in particular the type and date of occurrence of the defect/non-conformity with the Agreement; (2) specify the demands on how to remove the defect/non-conformity with the Agreement; and (3) provide his/her contact information - this will facilitate and speed up the processing of the complaint by the Seller. The recommendations specified in the preceding sentence are in the form of non-binding instructions only and in no way affect the effectiveness of complaints made without providing the recommended information.
8. In the event of non-conformity of the Goods with the Contract, the Consumer may request repair or replacement.
9. If the Goods are inconsistent with the contract, the Consumer may submit a statement of price reduction or withdrawal from the Contract when:
   • The Seller refused to bring the Goods into conformity with the Contract in accordance with the Contract,
   • The Seller failed to bring the Goods into conformity with the Contract,
   • the lack of conformity of the Goods with the Contract continues, despite the fact that the Seller tried to bring the Goods into conformity with the Contract;
   • the lack of conformity of the Goods with the Contract is so significant as to justify either a reduction in price or withdrawal from the Contract without first resorting to the protections set forth in the above sections.
   • it is clear from the Seller's statement or circumstances that he will not bring the Goods into conformity with the Contract within a reasonable time or without undue inconvenience to the Consumer.

Additional warranties when selling Goods in the Store

1. Boxmarket Sp. z o.o. is the owner of the Goods available in the Store boxmarket.eu. Boxmarket provides a warranty for selected Goods, on conditions and for a period indicated in the warranty card attached to these Goods. The warranty provided by the Seller does not exclude, limit or suspend the Customer's rights under the warranty for defects of the goods sold and on account of non-compliance of the Goods with the agreement (Section VIII of the Terms and Conditions).
2. The warranty covers only the Goods indicated by the Seller, to which a warranty card has been attached.

Complaints regarding the provision of electronic services

1. The Seller shall take measures to ensure fully correct operation of the Online Store, to the extent that results from current technical knowledge, and undertakes to remove within a reasonable time any irregularities reported by the Customers.
2. The Customer may notify the Seller of any irregularities or interruptions in the functioning of the Online Store service. Malfunctions should be reported by e-mail to: info@boxmarket.eu.
3. In a complaint about irregularities related to the functioning of the Online Store service, the Customer should indicate the type and dates of irregularities.
4. The seller will respond to the complaint immediately, but no later than within 14 days of its submission.

Out-of-court ways of dealing with complaints and redress of grievances

1. The Seller informs that there are possibilities for the Consumer to use out-of-court ways of handling complaints and claims. Taking advantage of them is voluntary and can take place only if both parties to the dispute agree to it. The Consumer may apply for the initiation of proceedings for out-of-court settlement of consumer disputes concerning the concluded Sales Agreement to the Trade Inspection, in accordance with Article 36 of the Act of December 15, 2000 on Trade Inspection (Dz.U. of 2024, item 312) Consumers may also request that a dispute regarding a concluded Sales Agreement be reviewed by a permanent arbitration court operating at the relevant provincial inspectorate of the Commercial Inspection, pursuant to Article 37 of the Commercial Inspection Act. The European Commission also provides a platform for online dispute resolution between Consumers and Entrepreneurs (ODR platform). It is available at: https://ec.europa.eu.
2. Detailed information on the settlement of consumer disputes, including the possibility for the Consumer to use out-of-court procedures for handling complaints, pursuing claims and the rules of access to these procedures are available at the offices and on the websites of the provincial inspectorates of the Trade Inspection and at the Internet address:https://uokik.gov.pl/

Right of withdrawal

1. The Customer who is a Consumer has the right to withdraw from the Contract within 14 days without giving any reason. The period for withdrawal from the Contract shall expire after 14 days from the date on which the Consumer came into possession of the last lot or part of the Goods or on which a third party other than the carrier and indicated by the Consumer came into possession of the last lot or part of the Goods.
2. In order to exercise the right of withdrawal from the Contract, the Consumer must inform the Seller of his decision to withdraw from the Contract by an unequivocal statement (for example, a letter sent by snail mail to the Seller's address or by e-mail to info@boxmarket.eu). The Consumer may use the model form for withdrawal from the Contract, but it is not mandatory. The model form is attached as Appendix 1 to the Terms and Conditions.
3. In order to comply with the deadline for withdrawal from the Contract, it is sufficient for the Consumer to send information on the exercise of his right to withdraw from the Contract before the expiry of the deadline for withdrawal from the Contract.
4. In the event of withdrawal from the Contract, the Seller will return to the Consumer all payments received from the Consumer, including the costs of delivering the Goods (except for additional costs resulting from the method of delivery chosen by the Consumer other than the cheapest ordinary method of delivery offered by the Seller), immediately, and in any case no later than 14 days from the day on which the Seller was informed by the Consumer about the decision to exercise the right to withdraw from the Contract.
5. The Seller will refund the payment using the same means of payment that were used by the Consumer in the transaction, unless the Consumer has given express consent to a different form of refund. In any case, the Consumer will not pay any fees in connection with the refund. The Seller shall be entitled to withhold the refund of the payment until the Goods are received or until the Seller is provided with proof of their return, whichever event occurs first.
6. Return of the Goods should be made to the address: Boxmarket Sp. z o.o., Świętego Tomasza 4, 05-840 Brwinów, immediately, and in any case no later than within 14 days from the day on which the Consumer informed the Seller about withdrawal from the Agreement. The Consumer is obliged to bear the direct costs of returning the Goods. The Consumer shall be liable only for any diminution in the value of the Goods resulting from using them in a manner other than necessary to ascertain the nature, characteristics and functioning of the Goods.
7. The Consumer's right to withdraw from the Contract is excluded in the case of Contracts in which the subject of performance is a non-refabricated item, produced to the Consumer's specifications or serving to meet his individualized needs.

Appendix 1 - Sample withdrawal form

• DOWNLOAD SAMPLE FORM IN PDF FORMAT
• DOWNLOAD SAMPLE FORM IN DOC FORMAT