Complaints Policy

1. General

Every customer has the right to file a complaint where a product or service does not conform to the contract or has not been properly performed. These rules apply to both consumers and business buyers.

Complaints are handled by POLCERO sp. z o.o., with its registered office in Kietrz, Poland, entered in the Register of Entrepreneurs of the National Court Register (KRS) under number 0001178417, NIP 8971955510, REGON 542000919 ("POLCERO", "we").

2. Legal basis

The Act of 30 May 2014 on Consumer Rights; the Act of 23 April 1964 - Civil Code; and Regulation (EU) 2016/679 (GDPR).

3. What you can complain about

Non-conformity of the product with the contract or a product defect.

Damage in transit, an incomplete delivery, or a delivery delay.

Errors in the invoice or in the order handling.

4. How to file a complaint

By e-mail to biuro@polcero.com, or by post to: POLCERO sp. z o.o., Kietrz, Poland.

Please include: your name (or company name), the e-mail address and telephone number used for the order, the order or invoice number, a description of the problem and when it occurred, and your expected resolution. Photographs are helpful in the case of transport damage or a defect.

5. Processing timelines

We acknowledge receipt of your complaint without undue delay and provide a substantive response within 14 days of receipt. For consumers, failure to respond within 14 days is treated as acceptance of the complaint (Article 7a of the Consumer Rights Act).

In particularly complex cases we will inform you of any extension and the reason for it.

6. Resolution methods

If the complaint is accepted, depending on the circumstances we may repair the product, replace it, reduce the price, or accept withdrawal from the contract with a refund - in accordance with the Consumer Rights Act and the Civil Code.

If the complaint is not accepted, you will receive a written justification of the decision together with information about the available appeal and out-of-court options.

7. Out-of-court dispute resolution

A consumer may use out-of-court means of handling complaints and pursuing claims: mediation before the Provincial Inspectorate of the Trade Inspection (WIIH), the Permanent Consumer Arbitration Court, assistance from the district (municipal) consumer ombudsman, and the EU online dispute resolution (ODR) platform at ec.europa.eu/consumers/odr. Use of these methods is voluntary.

8. Contact

Complaints and all related correspondence: e-mail: biuro@polcero.com, tel. +48 535 777 268.