Returns and Complaints

Returns and Complaints of the emaga.pl Online Store

1. General Information

1. This document sets out the rules for returns and complaints regarding products purchased through the emaga.pl online store.
2. The seller is EMAGA AI Sp. z o.o., with its registered office at Aleja Solidarności 68/121, 00-240 Warsaw, Poland.
3. Before sending back a product, the customer is encouraged to contact customer service in advance.

2. Contact for Returns and Complaints

For matters related to returns and complaints, please contact:

• e-mail: dorota@emaga.eu
• phone: +48 602 142 777
• phone: +48 533 283 766

Return and complaint address:

EMAGA AI Sp. z o.o.
ul. Partyzantów 17/116
75-411 Koszalin
Poland

3. Complaints

3.1 When a complaint may be submitted

A customer may submit a complaint if:

• the product is defective
• the product is not in conformity with the contract
• the delivered product is incorrect
• the product was damaged before delivery to the customer, subject to applicable law and facts of the case

3.2 How to submit a complaint

To submit a complaint, please:

• contact us in advance
• complete a return/complaint form, if available
• provide the details necessary to identify the order and the issue

The complaint should include, where possible:

• customer name
• e-mail address or correspondence address
• phone number
• order number or proof of purchase
• product name or product number
• description of the defect or problem
• date of purchase
• date when the defect was noticed
• requested resolution, where applicable

3.3 Returning the complained product

If this is necessary to assess the complaint, the customer may be asked to send the product back together with:

• all accessories, where relevant
• proof of purchase or a copy of the invoice, where available
• the completed complaint form, if used

3.4 Complaint handling

1. Complaints are handled in accordance with applicable law.
2. The seller will review the complaint and respond within the period required by law.
3. Depending on the legal basis and circumstances, the customer may be entitled in particular to:

• repair of the product
• replacement of the product
• price reduction
• withdrawal from the contract, where permitted by law

4. Right of Return for Consumers

4.1 Withdrawal from a distance contract

1. If the customer is a consumer, they have the right to withdraw from the distance contract within 14 days without giving any reason.
2. The withdrawal period expires 14 days after the day on which the consumer, or a third party indicated by the consumer other than the carrier, takes physical possession of the goods.

4.2 How to exercise the right of withdrawal

To withdraw from the contract, the consumer should send a clear statement of withdrawal before the withdrawal period expires.

The statement may be sent by e-mail or in writing to the return contact details provided above.

The consumer may use a model withdrawal form, if made available by the Store, but this is not mandatory.

4.3 Returning the goods

1. The returned goods should be sent without undue delay and no later than within 14 days from the date on which the consumer informed the seller of the withdrawal.
2. The return should be sent to:

EMAGA AI Sp. z o.o.
ul. Partyzantów 17/116
75-411 Koszalin
Poland

3. The customer should properly secure the goods for transport.
4. The customer is liable only for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

4.4 Costs of return

Unless mandatory law provides otherwise, the direct cost of returning the goods is borne by the customer.

4.5 Refunds

1. In the event of a valid withdrawal, the seller will refund all payments received from the consumer, including the cost of the least expensive standard delivery method offered by the Store.
2. The refund will be made without undue delay and no later than within 14 days of receiving the withdrawal notice.
3. The seller may withhold the refund until the goods are received back or until proof of return is provided, whichever occurs first.
4. The refund will be made using the same payment method used by the consumer, unless the consumer expressly agrees otherwise.

5. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in cases provided by law, including in particular:

• goods made to the customer’s specifications or clearly personalized
• sealed goods not suitable for return for health protection or hygiene reasons, if unsealed after delivery
• goods which, after delivery, are inseparably mixed with other items
• digital content supplied without a tangible medium, if performance has begun with the consumer’s prior express consent and acknowledgment of loss of the right of withdrawal

6. Condition of Returned Goods

1. Returned goods should, where possible, be complete and properly packed.
2. The Store recommends attaching the proof of purchase and any relevant form to facilitate processing.
3. The absence of the original packaging does not automatically exclude the consumer’s statutory rights.

7. Contact

For returns and complaints, please contact:

EMAGA AI Sp. z o.o.
ul. Partyzantów 17/116
75-411 Koszalin
Poland
e-mail: dorota@emaga.eu
phone: +48 602 142 777
phone: +48 533 283 766

8. Final Provisions

1. These Returns and Complaints rules apply subject to mandatory consumer protection laws.
2. In matters not regulated herein, the applicable provisions of law shall apply.
3. The current version of this document is published on the Store website.