Refund policy

PRODUCT COMPLAINT
Complaints regarding the non-conformity of the product

The basis and scope of the seller’s liability toward a customer who is a consumer or toward any person referred to in § 10 of the General Terms and Conditions (GTC) for the non-conformity of the product shall be governed by the Consumer Rights Act of 30 May 2014.

The basis and scope of the seller’s liability toward a customer who is an entrepreneur within the meaning of § 9 of the GTC shall be governed by the Civil Code of 23 April 1964 (Kodeks cywilny).

The seller shall be liable to any customer who is a consumer or who falls under § 10 of the GTC for non-conformities of the product that existed at the time of delivery and become apparent within two years of delivery, unless the expiration date set by the seller or on the seller’s behalf is longer. Unfitness of products after the expiration date or due to improper storage by the customer does not constitute grounds for complaint.

Notifications of product non-conformity and submission of the corresponding claims may be sent by e-mail to: natalia@wcehealth.de or in writing to the following address:
ul. Kłodnicka 97/312, 41-706 Ruda Śląska, Silesian Voivodeship, Poland.

The written or electronic notification should include as much information and detail as possible regarding the subject of the complaint, in particular the nature and date of occurrence of the defects, as well as contact details. Providing this information will significantly facilitate and expedite the seller’s handling of the complaint.

For verification of non-conformity, the consumer or any person referred to in § 10 of the GTC is obliged to make the product available to the seller. The seller shall be responsible for collecting the product at its own expense.

The seller shall respond to the customer’s claim without undue delay, and no later than within 14 days of receipt.

In the event of a complaint by a consumer or any person referred to in § 10 of the GTC, the complaint shall be deemed accepted if it is not processed within 14 days of submission.

A customer who is a consumer or who falls under § 10 may primarily demand replacement delivery or repair of the product by the seller. A price reduction or withdrawal from the contract is only possible in cases provided for by law (for example, in the event of a material breach of contract, if the seller refuses to supply a conforming product, or if—despite the seller’s attempt at repair—the non-conformity persists).

In the case of a justified complaint by a consumer or any person referred to in § 10 of the GTC, the seller shall, as applicable:

  1. Bear the costs of repair or replacement as well as the costs of redelivery to the customer;

  2. Reduce the price of the product (the reduced price must be proportionate to the price of a conforming product) and refund the reduced amount no later than within 14 days from receipt of the notification of the price reduction;

  3. In the event of withdrawal from the contract, refund the product price no later than within 14 days of receipt of the returned goods or proof of return. In the event of withdrawal, the consumer or the affected person is obliged to return the goods immediately and at the seller’s expense.

The response to the complaint shall be made in writing