Complaint procedure

In the event of Customer's objections as to: the quantity of the Products/Service, the manner of fulfilment of the Order, the Customer has the possibility to make a written complaint.

In order to lodge a complaint properly, the Customer should provide his or her data, such as: name and surname or company name, address of residence or registered office address and e-mail address, as well as circumstances justifying the lodging of a complaint (description of the complaint) or what features the purchased Product/Service does not have, but according to the Seller's assurances or according to the way it was presented to the Customer, it should have.

The complaint should include, in particular:
2.1 The name of the Product/Service under complaint,
2.2 Date of purchase and invoice number,
2.3 Description of the problem that has arisen,
2.4 All additional information that the Customer deems important for proper consideration of the complaint.

  1. The Seller undertakes to inform the Customer within 30 days of receipt of the complaint how the complaint will be dealt with.
    4. The response to the Customer's complaint will be provided in a message sent to the Customer's e-mail address and by post, if a mailing address is provided.

Notification of defects in the Product/Service should be sent electronically to the e-mail address of the Seller by completing an electronic form placed on the website of the Online Shop in the Complaints tab or to the e-mail address or in writing to the postal address of the Seller, indicated in §1. If the Consumer has difficulties and does not know how to construct a notification of defects in the Product/Service, the notification may be sent, for example, on a form attached as Appendix No. 2 to these Terms and Conditions, which is only to facilitate the complaint process, it is not a requirement to use the above-mentioned form for the complaint to be effective.

The Seller responds immediately to the Consumer's complaint, but no later than within 30 calendar days from the date of its receipt. Failure to consider the complaint within the specified time limit is equivalent to its acceptance by the Seller and acknowledging it as justified. The response to the complaint shall be provided in writing on paper, provided that the Consumer has provided a mailing address. If the Consumer has not provided a correspondence address, the response to the complaint will be provided in electronic form (PDF) to the Consumer's e-mail address.

In the case of an agreement concluded with a Consumer, the Seller shall cover the costs of collecting the Product/Service and delivery, and if the complaint is accepted, the costs of rectifying the defect(s) and replacing the Product/Service with a new one.


Sample form for notification of defects in goods/service

Place, date

To SGS Polska Sp. z o.o. with its registered office in Warsaw, ul. Jana Kazimierza 3, 01-018 Warsaw, Company registered in the District Court for the capital city of Warsaw, XIII Division of the National Court Register under no. 0000027334, NIP 5860005608, REGON 363325672, e-mail, tel. 48 22 329 22 22

Name, surname
Consumer's address

Goods complaint

I hereby notify that the goods purchased by me on ...... are faulty. The defect consists of ...................... The defect was found on .............................. In view of the above, on the basis of the Act of 23 April 1964 Civil Code I demand:

- a replacement of the goods with a new one* (Article 561 § 1)
- repair of the goods free of charge* (Article 561 § 1)
- a reduction in the price of the goods by the amount of ........... (in words: .........) zloty, I request the return of the given amount on account .............. / by postal order to my address* (art. 560 § 1)
- I withdraw from the contract and ask for a refund of the price of the goods on account .............* (article 560 § 1).

Yours sincerely,

* delete as appropriate

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