Complaints

Complaints

§1. General provisions
  • The KRL gaming art store makes every effort to ensure that the offered goods are free from defects and compliant with the contract.
  • If the delivered goods prove to be non-compliant with the sales contract within the meaning of the Civil Code provisions (Articles 43a–43g), the Customer shall be entitled to statutory rights arising from liability for non-conformity of the goods with the contract.
  • Complaints may be submitted by Customers who are consumers, as well as by entrepreneurs with consumer rights, as referred to in Article 7aa of the Civil Code.
§2. Methods of submitting complaints
  • The Customer may submit a complaint in one of the following ways:
    1. in writing to the address:
      KRL gaming art, 3 Maja Street 22B, 55-200 Oława, Poland
    2. electronically to the e-mail address: contact@gamingart.eu
  • It is recommended that the Customer include the following information in the complaint submission:
    1. first and last name or company name, as well as contact details (address, e-mail, phone number),
    2. order number or another purchase identifier,
    3. a description of the non-conformity of the goods with the contract (e.g. its nature and the date it was identified),
    4. the preferred method of resolving the complaint (repair, replacement, price reduction, or withdrawal from the contract).
    Providing the above information is not mandatory, but it will facilitate and expedite the handling of the complaint.
§3. Timeframe and method of handling complaints
  • The Store shall examine the complaint within 14 calendar days from the date of its receipt.
  • Failure of the Store to respond within the above timeframe shall be deemed acceptance of the complaint.
  • The Customer will be informed of the outcome of the complaint handling electronically or in another agreed manner.
  • In the event that a complaint is accepted, the Store shall:
    1. will bring the goods into conformity with the contract by repairing or replacing them,
    2. and if this is not possible, will reduce the price or refund the Customer the full amount paid for the goods (in the event of withdrawal from the contract).
  • The refund will be made without undue delay, no later than within 14 days from the acceptance of the complaint, to the bank account indicated by the Customer or in another agreed manner.
§4. Period of liability
  • The Store shall be liable to a Customer who is a consumer for any non-conformity of the goods with the contract revealed within two years from the date of delivery of the goods.
  • If the goods were used, the parties may contractually shorten this period, but not to less than one year.
  • It is presumed that any non-conformity of the goods with the contract which becomes apparent before the expiry of twelve months from delivery existed at the time the goods were handed over.
§5. Complaints submitted by entrepreneurs
  • A Customer who is an entrepreneur and who is neither a consumer nor an entrepreneur with consumer rights shall lose the rights arising from warranty if they fail to examine the goods in a timely manner and in the manner customary for goods of this type, and fail to notify the Store of the non-conformity immediately after it is identified.
  • The Store’s liability towards such entrepreneurs is limited to the value paid for the goods.
§6. Shipping costs and shipping procedure
  • The complained goods should be returned to the following address:
    1. KRL gaming art, 3 Maja Street 22B, 55-200 Oława, Poland
      with the note “Complaint”.
  • The cost of sending the goods to the Store shall be borne by the Customer.
    In the event that a complaint is accepted, the Store shall:
    1. will refund the Customer reasonable shipping costs (e.g. the cheapest available delivery option),
    2. and will cover the cost of redelivering goods that are compliant with the contract.
  • Complaints regarding damage incurred during transport will be considered on the basis of a damage report prepared with the courier or photographic documentation sent to the e-mail address: contact@gamingart.eu
§7. Visual differences
  • Differences between the visualization of goods presented in the Online Store and the actual appearance of the product, resulting from the Customer’s individual monitor settings (e.g. colors, proportions, brightness), do not constitute non-conformity of the goods with the contract and may not constitute grounds for a complaint.
§8. Out-of-court methods of complaint resolution
  • The consumer has the right to use out-of-court methods of complaint handling and pursuing claims, in particular through:
    1. submission of an application for mediation to the Provincial Inspectorate of the Trade Inspection,
    2. use of the ODR (Online Dispute Resolution) platform available at: https://ec.europa.eu/consumers/odr
  • The use of out-of-court dispute resolution methods is voluntary.
§9. Contact regarding complaints
  • Any questions regarding the complaint process should be directed to the following e-mail address: contact@gamingart.eu
  • or by phone at the number indicated in the tab: Contact.