
Can I file a complaint?
The product is covered by a warranty for a period of 12 months. The customer can file a complaint against the Seller, especially in the case of a discrepancy between the product and the contract or defects in the product, as well as if the Seller's actions are performed improperly or contrary to the provisions of the Regulations.
How to file a complaint?
Complaints can be submitted in writing to the Seller's address, i.e., Colibra Polska Sp. z o.o., ul. Świerkowa 14, 05-800 Pruszków. The complaint should include: name and surname, contact details (submitted in colibra.eu), a description of the transaction to which the complaint relates, or other circumstances justifying the complaint, as well as the specific request of the Customer related to the submitted complaint. If the complaint concerns a product, it should be accompanied by the product being complained about and proof of purchase.
If the data or information provided in the complaint needs to be supplemented, before considering the complaint, the Seller will ask the Customer submitting the complaint to provide the missing information.
Handling complaints
The Seller will respond to the complaint within 14 days from the date of receiving a properly submitted complaint, and in the case of a complaint regarding a purchased product, within 14 days from the date of receiving the product along with the precisely stated reason for the complaint. If the complaint is rejected, the Seller will notify the Customer and provide the reasons for this decision.
If the exchange or repair of the product is possible, the Seller will notify the Customer and provide all information regarding the further course of the proceedings. In the case of a justified refund request, the payment for the product purchased by the Customer will be refunded within 14 days after the Seller receives the returned product.
Cash on delivery shipments
The Seller does not accept any returns sent back as cash on delivery.
Positive complaint resolution
The refund of the price paid by the Customer will occur in the same way as the payment method selected by the Customer for the product. If the Customer used a discount when purchasing the product, the refund will be reduced by the value of the discount used. The Customer will be able to use this discount for future purchases under the terms that applied before the transaction from which the refund is made.
Withdrawal from the contract
The Customer may withdraw from the sales contract without giving reasons within 14 days from the date of receiving the product. If the Customer purchased more than one product in a single order, the withdrawal may concern all or only selected products, provided that if the product is sold as a set or package, the withdrawal can only be made regarding that entire set or package.
How to return?
Within 14 days from the date of receiving the product, the original packaged product, along with complete equipment and accessories, must be sent to the headquarters of Colibra Polska Sp. z o.o., ul. Świerkowa 14, 05-800 Pruszków. The cost of returning the product to the Seller is borne by the Customer.
In the case of a successful withdrawal from the sales contract, the Seller will refund the amount paid by the Customer for the product in the same way as the payment method selected by the Customer for the product.
Exceeding the withdrawal period
If the withdrawal periods specified in this article are exceeded, the Seller will return the returned product to the Customer at their expense.
Personalized products
The right to withdraw from the contract does not apply in cases specified in Article 38 of the Act of May 30, 2014, on consumer rights, in particular in a situation where the subject of the service is a product made according to the Customer's specifications or intended to meet their individualized needs (e.g., products containing engraving ordered by the Customer).