Complaints and Returns
1. The Seller provides a warranty for the Products it manufactures (hereinafter referred to as the “Warranty”), unless the description of the Product, technical documentation (hereinafter referred to as the “Technical Conditions”), or the content of the Confirmation states otherwise.
2. The Warranty period is 12 months, starting from the date of delivery of the Product, unless the description of the Product, the Technical Conditions, or the content of the Order Confirmation states otherwise. The Warranty is granted to the Buyer and is valid within the territory of the Republic of Poland, unless the description of the Product, the Technical Conditions, or the content of the Order Confirmation states otherwise.
3. Detailed warranty conditions for a specific Product, including the scope of the Warranty and exclusions, may be specified in a separate warranty card if one has been issued to the Buyer.
4. The Seller does not provide a Warranty for Products not manufactured by the Seller. These Products may be covered by the manufacturer's warranty. If the manufacturer has provided a warranty for such Products, the rights under the warranty should be exercised in accordance with the conditions specified in the warranty card.
5. Under the Warranty, the Seller may, in particular:
a) replace the defective Product,
b) repair the defective Product,
c) reduce the price of the defective Product.
6. A warranty claim should be submitted by the Buyer in electronic form, to the email address indicated in point VIII. 16 of the Terms and Conditions, and should include:
a) information about the type, name, and code of the product and the date of purchase, as well as the serial number – if the Buyer has such a number – of the Product to which the claim pertains,
b) information about the number of items or the quantity of the Product to which the claim pertains,
c) a scan of the VAT invoice covering the purchase of the Product,
d) a description of the nature of the defect in the Product,
e) the date, place, and circumstances of detecting the defect,
f) photographic documentation of the defect in the Product,
g) information about the type of warranty service preferred by the Buyer from those specified in paragraph 5 above,
h) the Buyer's details, including the contact person's information.
7. The Seller may ask the Buyer to provide additional information necessary to make a decision regarding the warranty procedure if the information provided by the Buyer is insufficient to process the warranty claim. If necessary, the Seller may inspect the Product at the location to which, according to the Order, it was delivered, and the Buyer should allow the inspection of the Product. After obtaining the necessary information from the Buyer, the Seller will inform the Buyer whether it is necessary to deliver the Product to an address specified by the Seller, in which case the Buyer should deliver the Product at the Seller’s expense to the indicated location.
8. The Seller is only responsible for physical defects that arose due to causes inherent in the Product manufactured by the Seller. The Warranty does not cover damages/defects resulting from excessive or improper use or storage, as well as improper processing of the Products, including with improper or defective equipment. The Warranty does not cover mechanical damages and defects caused by such damages, nor wear and tear resulting from normal use, unless such wear was due to hidden production or material defects. The Warranty does not cover Products that have been used in the Buyer's production process, even if they had defects that could have been detected by the Buyer. The Warranty does not cover damages/defects resulting from force majeure.
9. Any physical defects that arose due to causes inherent in the Product manufactured by the Seller, which the Buyer could not detect upon delivery/receipt of the Product, should be reported to the Seller in accordance with paragraph 6 above no later than 3 days from the date of detection. Failure to meet this deadline releases the Seller from warranty responsibility and any claims under the warranty.
10. The Seller shall fulfill its obligations under the granted Warranty within 30 days from the date of receipt of complete information necessary to process the warranty claim, with this period possibly being extended due to force majeure or lack of proper cooperation from the Buyer. Failure to resolve the warranty claim within this period does not mean that the Seller acknowledges the validity of the claim.
11. In case of accepting the complaint, the final choice of the warranty service shall be made by the Seller.
12. Any discrepancies between the appearance (visuals) of the Products in photographs, graphics, etc., found on the Online Store's website and their actual appearance cannot form the basis for any claims by the Buyer against the Seller.
13. The Warranty covers only Products that have been used or stored properly, in accordance with their intended purpose and any instructions or recommendations from the Seller.
14. The transfer of rights under the Warranty, which belong to the Buyer, requires the Seller's consent expressed in at least a documentary form, under pain of nullity.
15. According to Article 558 § 1 of the Civil Code, the Seller's liability for the Product under warranty is excluded, which the Buyer agrees to by accepting the Terms and Conditions.
16. All warranty claims should be submitted to the following email address: bok@hubix.pl.
17. The provisions of points VIII. 1-15 of the Terms and Conditions do not apply to Buyers who are Consumers.
18. The provisions of Chapter 5A of the Consumer Rights Act of May 30, 2014 (Journal of Laws of 2014, item 827, as amended; the “Act”) apply to sales agreements with Consumers, which determine the Seller's liability for the conformity of the Product with the Agreement. An excerpt from the provisions is annexed as Attachment No. 1 to the Terms and Conditions.
19. The Consumer should specify in the complaint what, in their opinion, constitutes non-conformity of the Product with the Agreement and indicate whether they request repair or replacement of the Product. The Seller will respond to the Consumer's complaint within 14 days of receipt. The procedure for handling the Consumer's complaint is subject to the provisions specified in Attachment No. 1 to the Terms and Conditions.