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Guarantees and complaints

Information for the buyer regarding the rules for processing orders placed via means of distance communication.

Payment methods

The customer may choose the following payment methods for the ordered goods:

  1. traditional bank transfer to bank account 76 1050 1562 1000 0090 3175 0954,
  2. electronic transfer via the external imoje payment system, operated by ING Bank Śląski S.A., with its registered office in Katowice.

Right of withdrawal from the contract

  1. A customer who is a consumer has the right to withdraw from the sales contract without giving any reason within 14 days from the date of receiving the goods, by sending an appropriate written statement to the following e-mail address: info@tlc.eu or to the Seller’s address indicated on the sales document (receipt, VAT invoice). The above right also applies to entrepreneurs making a purchase for purposes not related to their business activity.
  2. In the event of withdrawal from the sales contract, the Customer is obliged to return the goods within 14 days from the date of withdrawal from the sales contract. The cost of returning the goods to the Seller is covered by the Customer.
  3. The Seller shall refund the sales price of the goods together with the delivery costs immediately, but no later than within 14 days from the date of the Customer’s withdrawal from the sales contract. The Seller shall refund the payment to the bank account provided by the Customer or, alternatively, using the same payment method used by the Customer.
  4. The Customer’s right to withdraw from the sales contract is excluded if the subject of the sales contract consists of non-prefabricated goods manufactured according to the Customer’s specifications or intended to meet their individual needs.

Warranty

  1. The goods are covered by the manufacturer’s warranty.
  2. All information regarding the warranty period is available in the product description.

Complaints

  1. The Seller is liable towards the consumer if the goods have a physical or legal defect (statutory warranty for defects), to the extent specified by the provisions of the Civil Code. The above right also applies to entrepreneurs making a purchase for purposes not related to their business activity.
  2. If the goods have a physical or legal defect, the Customer has the right to submit a complaint.
    The Customer may submit a complaint, at their discretion, in the following ways:
    a) verbally at the Seller’s premises,
    b) by e-mail, by sending a message to: info@tlc.eu,
    c) in writing by sending a letter to the Seller’s registered office address.
  3. The complaint should include a description of the defect in the goods, the date of purchase, the date the defect was discovered and the requested method of removing the defect.
  4. The Customer should, provided that this does not prejudice the Customer’s rights arising from the sales contract or legal provisions, deliver the defective goods to the Seller without undue delay in order to enable the Seller to inspect the goods and take other necessary actions aimed at handling the complaint.
  5. The Seller undertakes to consider the complaint within 14 (fourteen) calendar days from the date of its receipt. The Customer will be informed of the outcome of the complaint by e-mail or in writing by registered mail.
  6. If the complaint is rejected or the Customer’s interests are infringed, the Customer may use out-of-court complaint handling and claim settlement methods, such as mediation or an arbitration court. Regardless of the above, a Customer who is a consumer may seek assistance from the municipal or district consumer ombudsman. Information in this regard can be obtained on the website of the Office of Competition and Consumer Protection at: www.uokik.gov.pl. Wykaz Stałych Polubownych Sądów Konsumenckich działających przy Wojewódzkich Inspektoratach Inspekcji Handlowej dostępny jest na stronie http://www.uokik.gov.pl.
Ponadto Sprzedający informuje, że istnieje możliwość pozasądowego rozstrzygania sporów dotyczących zobowiązań umownych wynikających z internetowych umów sprzedaży zawartych pomiędzy konsumentem i Sprzedającym na szczeblu unijnym, za pomocą Platformy ODR, która
stanowi punkt dostępu dla konsumentów i przedsiębiorców pragnących pozasądowego rozstrzygania sporów objętych Rozporządzeniem Parlamentu Europejskiego i Rady (UE) nr 524/2013 z dnia 21 maja 2013 r. The ODR Platform, available at https://ec.europa.eu/consumers/odr is an interactive website that can be accessed electronically and free of charge in all official languages of the EU institutions.