The Buyer has the right to file a complaint in the event of improper performance of the Sales Agreement by the Seller, in particular in the event of defects in the Product or delivery of Products of a different type or quantity than those ordered by the Buyer.
Complaints should be submitted using the complaint form, the template of which is attached as Appendix 1 to the Regulations. The complaint form is also available in the Complaints and returns tab on the website www.gtv.com.pl.
Complaints should be sent by registered mail to the following address of the Seller: GTV Poland joint stock company, ul. Przejazdowa 21, 05-800 Pruszków
A buyer with a registered office outside the territory of the Republic of Poland submits a complaint via the Marketplace Manager.
In the case of a complaint sent electronically, the Seller will confirm its receipt by sending appropriate feedback electronically.
If the complaint form has not been completed correctly by the Buyer, the Seller will request the Buyer to correct the form within a period of not less than 7 (seven) days under pain of refusing to consider the complaint.
The Buyer is obliged to describe precisely what, in his opinion, is the improper performance of the Sales Agreement by the Seller, so that the complaint can be considered by the Seller without undue delay caused by the need to determine the causes of the complaint and the Buyer’s expectations. The Buyer is obliged to provide detailed additional information regarding the Product at the request of the Seller.
If consideration of a complaint requires qualitative testing of the complained Product, the Buyer is obliged to provide the Seller with a complete Product, together with the issued promotional materials, which, in its opinion, has quality defects. If the Product was sold in a set and the Seller deems it reasonable, the Buyer will be obliged to deliver the entire set which includes the complained Product.
If the Seller decides that consideration of the complaint requires examination of the Product at the Buyer’s, the Buyer shall bear the costs of travel of the Seller’s representative to the place of examination.
If the Seller decides that the complaint is justified, depending on his choice, he may repair it, replace the Products with new ones free from defects, or decide to refund the price for the Product. The Buyer’s statement containing the expected method of resolving the complaint is not binding on the Seller.
The Buyer, under pain of losing any claims against the Seller under this paragraph, is obliged to examine the Products in the presence of the carrier’s representative before receiving them. In the event of defects or damage visible from the outside, the Buyer prepares an appropriate damage report in the presence of the carrier’s representative or notes it in the consignment note (regardless of its form). The report should indicate any damage noticed, violation of the integrity of the packaging, unauthorized access to the Products, quantitative discrepancies in the Products and other reservations.
The complaint will be considered within 14 (fourteen) days from the date of its receipt by the Seller.
If consideration of a complaint requires quality tests or examination of the Product at the Buyer’s, the Seller should make a decision on how to resolve the complaint within 14 (fourteen) days from the date on which he received the complained Product or examined the Product at the Buyer’s.
The complaint handling process involves a detailed verification and assessment of all circumstances relevant to the acceptance or rejection of the complaint submitted to the Seller by the Buyer, in particular the circumstances presented by the Buyer in the content of the submitted complaint.
The complaint handling process ends with the Seller issuing a decision to accept or reject the complaint submitted by the Buyer, as well as the Seller notifying the Buyer about the content of this decision.
If the complaint submitted by the Buyer is accepted in whole or in part, the Seller will notify the Buyer of the content of its decision, providing the Buyer with a declaration of acceptance of the complaint in whole or in part, information on how the complaint will be resolved (e.g. by repairing, replacing or refunding the sales price of the Products) and a corrective invoice documenting the reduction in the sales price of the Products, if issuing such a corrective invoice is necessary.
In order to avoid possible doubts, if a complaint submitted by the Buyer is accepted, the complaint handling process cannot be considered completed earlier than before the Seller delivers to the Buyer a declaration of acceptance of the complaint, information on how to resolve the complaint (e.g. by repair, replacement or refund of the sales price). Products) and a corrective invoice documenting the reduction in the sales price of the Products, if issuing such a corrective invoice is necessary.
In order to avoid possible doubts, if the complaint submitted by the Buyer is accepted, it should be assumed that the acceptance of the content of the Regulations by the Buyer also constitutes an agreement on the conditions for reducing the tax base referred to in Art. 29a section 13 of the Act of 11 March 2004 on tax on goods and services.
If the complaint submitted by the Buyer is not accepted in whole or in part, the Seller will notify the Buyer of the content of its decision, delivering to the Buyer a declaration that the complaint has not been accepted in whole or in part.
A declaration of acceptance of the complaint (including information on how the complaint was handled and a corrective invoice) or failure to accept the complaint referred to in §8. paragraph 16, 17 and 19 of the Regulations, will be delivered to the Buyer by the Seller in writing or in documentary form to the address indicated in the complaint submitted by the Buyer.
Provisions of this §8. The Regulations should be applied accordingly if the Buyer discovers an error in the content of the invoice issued by the Seller regarding the price of a single Product or the total sales price of the Products ordered by the Buyer.