Complaints
How to file a complaint?
All complaints regarding products or the online store can be submitted in one of the following ways:
1. Online complaint form: Complete the complaint form below.
2. In writing: Send your application to the following address:
RAVON MANUFACTURA, Kraszków 100, 26-300 Opoczno.
3. Sending or returning a product as part of a complaint:
RAVON MANUFACTURA, Kraszków 100, 26-300 Opoczno.
What to write in a complaint?
To facilitate and speed up the processing of your complaint, we recommend that you provide the following information:
1. Description of the subject of the complaint:
Information and circumstances relating to the subject of the complaint, in particular the type and date of the irregularity or lack of conformity with the contract.
2. Requests:
Method of achieving compliance with the contract, declaration of price reduction, withdrawal from the contract or other claims.
3. Contact details:
Contact details of the person submitting the complaint – this will facilitate and speed up the processing of the complaint.
The requirements given above are recommendations only and do not affect the effectiveness of complaints submitted without the recommended description of the complaint. If the contact details of the person submitting the complaint change during its consideration, they are obliged to notify the Seller.
Attachments:
Complaints may be accompanied by evidence (e.g. photos, documents or product) related to the subject of the complaint.
Additional information:
We may also ask the person submitting the complaint to provide additional information or send evidence (e.g. photos) if this will facilitate and speed up the complaint process.
When will you receive a response to your complaint?
The Seller will respond to the complaint immediately, but no later than within 14 calendar days from the date of its receipt.
Where can you find legal regulations regarding complaints?
The basis and scope of liability for the product's compliance with the contract are specified by generally applicable legal provisions, in particular in the Civil Code, the Consumer Rights Act and the Act on the provision of electronic services of 18 July 2002 (Journal of Laws No. 144, item 1204, as amended). We have two types of liability for the product's compliance with the contract:
1. Statutory Seller's liability: This is a liability resulting from the provisions of the law. Detailed information on where it is regulated can be found below. This liability cannot be excluded in the case of consumers.
2. Contractual liability (e.g. warranty provided by the guarantor): This is additional liability, applicable in the event that a given product is covered by, for example, a warranty. The warranty may be provided by an entity other than the Seller (e.g. the manufacturer). Detailed regulations regarding liability under the warranty can be found in the warranty card or in another place concerning the provision of the warranty.
Below you will find detailed regulations regarding the Seller's liability under the law - depending on the type of product (movable item, content or digital service) and depending on the date of conclusion of the contract (until 2022 or from 2023):
3. The provisions regarding the complaint of a product - a movable item - purchased by the Customer under a sales agreement concluded with the Seller by December 31, 2022 are specified in the provisions of the Civil Code in the wording applicable until December 31, 2022, in particular Articles 556-576 of the Civil Code. These provisions specify in particular the basis and scope of the Seller's liability towards the Customer if the sold product has a physical or legal defect (warranty). The Seller is obliged to deliver a product free from defects to the Customer.
4. The provisions regarding the complaint of a product - a movable item (including a movable item with digital elements), excluding, however, a movable item that serves solely as a carrier of digital content - purchased by the Customer on the basis of a sales agreement concluded with the Seller from 1 January 2023 are specified in the provisions of the Consumer Rights Act in the wording applicable from 1 January 2023, in particular Articles 43a - 43g of the Consumer Rights Act. These provisions specify in particular the basis and scope of the Seller's liability towards the consumer in the event of non-conformity of the product with the sales agreement.
5. The provisions regarding the complaint of a product - digital content or service or a movable item that serves exclusively as a carrier of digital content - purchased by the Customer under a sales agreement concluded with the Seller from 1 January 2023 or before that date, if the delivery of such a product was to take place or took place after that date are specified in the provisions of the Consumer Rights Act in the wording applicable from 1 January 2023, in particular Articles 43h - 43q of the Consumer Rights Act. These provisions specify in particular the basis and scope of the Seller's liability towards the consumer in the event of non-conformity of the product with the sales agreement.
Complaint form
To verify the products you have purchased, please provide the following information:
The administrator of your personal data is FHUP PEGAZ Halina Niewadzi with its registered office in Kraszków, at ul. Kraszków 100, 26-300 Kraszków. Your data will be processed for the purpose of contacting you and handling complaints, in accordance with the data provided in the complaint form, on the basis of art. 6 sec. 1 letter b of the GDPR - conclusion and performance of the contract. You have the right to: access your data, rectify it, delete it, transfer it, limit its processing, as well as object to processing, including objection to processing based on the legitimate interest of the administrator, and lodge a complaint with the supervisory authority. More information on the processing of personal data can be found here.