• Procedure for submitting and processing complaints

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Procedure for submitting and processing complaints
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1. The basis and scope of the Seller's liability to the Customer, if the Product sold has a physical or legal defect (warranty) are specified in the provisions of the Civil Code, in particular in art. 556 et seq. Of the Civil Code.

2. Products presented in the Online Store may be covered by the manufacturer's or distributor's warranty. Detailed warranty conditions and its duration are then given in the warranty card issued by the guarantor and attached to the Product.

3. The Seller is obliged to provide the Customer with a Product without defects.

4. A complaint may be submitted by the Customer, for example:
a. in writing to the following address: Magdalena Stelmaszyk, Karl-Müller-Weg 4, 63322 Rödermark, Deutschland
b. in electronic form via e-mail to the following address: service@thomasmoebel.de;

5. If the sold Product has a defect, the Customer may:

a. make a statement about the reduction of the Price or withdrawal from the Sales Agreement, unless the Seller immediately and without undue inconvenience to the Customer replaces the defective Product with a non-defective Product or removes the defect. The reduced price should remain in such proportion to the price resulting from the contract in which the value of the Product with a defect remains to the value of the Product without a defect. The Customer may not withdraw from the contract if the Product defect is insignificant;

b. demand replacement of the Product with a product free from defects or removal of the defect. The Seller is obliged to replace the defective Product with a product free from defects or remove the defect within a reasonable time without undue inconvenience to the Customer;

with reservations and on the principles set out in the relevant provisions of the Civil Code.

6. The Customer may instead of the removal of the defect proposed by the Seller request the replacement of the Product for a product free from defects or instead of the replacement of the Product request the removal of the defect, unless bringing the Product to compliance with the contract in the manner chosen by the Consumer is impossible or would require excessive costs compared to the method proposed by reseller. When assessing the excessive costs, the value of the Product free from defects, the type and significance of the defect found are taken into account, as well as the inconvenience to which the Consumer would otherwise be exposed.

7. It is recommended that the Customer provide in the complaint description: (1) information and circumstances regarding the subject of the complaint, in particular the type and date of the defect; (2) demanding how to bring the Product into compliance with the Sale Agreement or a statement on price reduction or withdrawal from the Sale Agreement; and (3) contact details of the person submitting the complaint - this will facilitate and accelerate the consideration of the complaint by the Seller. The requirements provided in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.

8. The Seller shall respond to the Customer's complaint promptly, no later than within 14 days from the date of its receipt. If the Customer demanded replacement of the item or removal of the defect or made a statement on the price reduction, specifying the amount by which the price is to be reduced, and the Seller did not respond to this request within 14 days from the date of its receipt, it is considered that this request was considered justified.

9. In the event that to respond by the Seller to the Customer's complaint or to exercise the Customer's rights under the warranty it will be necessary to provide the Product to the Seller, in accordance with art. 5612 in connection from art. 354 § 2 of the Civil Code, the Customer is obliged to secure the product until it is picked up by the Manufacturer. Details of the ways of providing the Product to the Seller free of charge by the Seller to the Seller can be found in the Online Store in the "Warranty / Complaint" tab. The Customer is obliged to provide the Seller, after prior appointment, the Product in the place where the Product is located.

10. The Seller is liable under the warranty if a physical defect is found within two years from the date of delivery of the Product to the Customer. The claim for removing the defect or replacing the Product with a product free from defects expires after one year from the date of finding the defect, however, in the case of an Order placed by a Consumer - the limitation period cannot end before the period referred to in the first sentence.