PLEASE SUBMIT COMPLAINTS BY E-MAIL: kontakt@helfio.com
Complaints regarding goods under warranty
The Seller undertakes to deliver the Goods or Medical Device without defects. The Seller is liable to the Customer who is a Consumer under the warranty for defects under the terms specified in Art. 556 – 576 of the Civil Code. In relation to Customers who are Entrepreneurs, the warranty is excluded. The Customer may return the Medical Device only due to a quality defect or incorrect issue. A complaint may be submitted by the Customer in two ways
1. in writing to the registered office of Helfio Sp. Z o.o., ul. Grzybowska 87, 00-844 Warsaw,
2. to the e-mail address: helfio@helfio.com.
In order to consider the complaint, the Customer should send or deliver the complained Goods or Medical Device, if possible, attaching proof of purchase to it. The goods or medical device should be delivered or sent to the address of Helfio Sp. z o. o., ul. Grzybowska 87, 00-844 Warsaw Z o.o., ul. Grzybowska 87, 00-844
Warsaw The Seller undertakes to consider each complaint within 14 days. If there are any deficiencies in the complaint, the Seller will request the Customer to complete it to the extent necessary immediately, but no later than within 7 days from the date of receipt of the request by the Customer.
Pursuant to Art. 558 § 1 of the Civil Code, the Seller’s liability under the warranty for the Product towards the Customer who is not a consumer is excluded. These rules also apply to entrepreneurs making purchases for purposes unrelated to their business.
Complaints regarding the provision of electronic services
1. The Customer may submit complaints to the Seller in connection with the operation of the Store and the use of the Services. Complaints may be submitted in writing to the address of Helfio Sp. Z o.o., ul. Grzybowska 87, 00-844 Warsaw, to the e-mail address: helfio@helfio.com.
2. In the complaint, the Customer should provide his name and surname, correspondence address, type and description of the problem.
3. The Seller undertakes to consider each complaint within 14 days, and if this is not possible, to inform the Customer within this period when the complaint will be considered. If there are any deficiencies in the complaint, the Seller will request the Customer to complete it to the extent necessary within 7 days from the date of receipt of the request by the Customer.
Guarantees
1. Goods sold in the Store are covered by the manufacturer’s warranty.
2. In the case specified in section 1, information regarding the existence and content of the warranty and the period for which it was granted is always presented in the description of the Goods or Medical Device on the Store’s website.
XII. Out-of-court methods of resolving complaints and pursuing claims
1. The Customer who is a Consumer has, among others: the following possibilities of using out-of-court methods of dealing with complaints and pursuing claims:
1. is entitled to apply to the permanent consumer arbitration court operating at the Trade Inspection to resolve a dispute arising from the concluded Sales Agreement;
2. is entitled to request the provincial inspector of the Trade Inspection to initiate mediation proceedings regarding the amicable settlement of the dispute between the Customer and the Seller;
3. may obtain free assistance in resolving the dispute between the Customer and the Seller, also using the free assistance of the district (municipal) consumer ombudsman or a social organization whose statutory tasks include consumer protection (including the Consumer Federation, the Association of Polish Consumers). Advice is provided by the Consumer Federation at the free consumer hotline number 800 007 707 and by the Association of Polish Consumers at the email address porady@dlakonsumentow.pl;
4. submit your complaint via the EU ODR online platform, available at: http://ec.europa.eu/consumers/odr/.
