Returns and complaints - MasterEnergy.eu

COMPLAINT PROCESS – TERMS AND CONDITIONS

At Master Energy, we value your rights as a consumer. Below is a detailed overview of our complaint procedure, fully compliant with applicable laws, including the Consumer Rights Act and the Civil Code.

1. LEGAL BASIS
Complaints are processed in accordance with:

The Consumer Rights Act of May 30, 2014
The Civil Code (statutory warranty – Articles 556–576 of the Civil Code)
The manufacturer’s warranty (if applicable)

A consumer may assert claims based on either the statutory warranty or the manufacturer’s warranty, if provided.

2. COMPLAINT CONDITIONS
A consumer may file a complaint if the product:
Is defective or does not comply with the contract.
Was damaged during delivery.
Ceased to function as intended within the statutory warranty or guarantee period.

Exclusions – Complaints will not be accepted for:
Mechanical damage caused by user error.
Improper use of the product (not following the instructions).
Normal wear and tear.

3. WARRANTY PERIOD
A consumer has 2 years from the date of purchase to report a defect under the statutory warranty.
If the defect appears within the first year, it is presumed to have existed from the outset.
A consumer has 12 months from the moment the defect is detected to file a complaint.
Important: The statutory warranty applies only to consumer sales. If the purchaser is a business, the statutory warranty may be excluded in the contract.

4. CONSUMER RIGHTS UNDER WARRANTY
A consumer may request:

Repair of the product.
Exchange for a new unit.
A price reduction.
A refund, if the defect is significant.

5. MANUFACTURER’S WARRANTY (IF APPLICABLE)
Some products may include a manufacturer’s warranty, which:

Is voluntary and does not replace the statutory warranty.
Has a duration determined by the manufacturer.
Allows the consumer to file a complaint with either the seller (statutory warranty) or the manufacturer (warranty).

6. HOW TO SUBMIT A COMPLAINT
To submit a complaint:
Fill out the complaint form: Complaint Form
Attach proof of purchase (pro forma invoice or invoice).
Include photos of the defect (if possible).
Send the complaint via email to reklamacje@masterenergy.eu.
If product return is required, please ensure it is properly secured for shipping.

7. REFUND OF SHIPPING COSTS
If the complaint is approved, the shipping cost will be refunded.
If the complaint is rejected, the product will be returned at the customer’s expense.

8. CONTACT – COMPLAINT SUPPORT
Email: reklamacje@masterenergy.eu
Phone: +48 660 940 062

Have questions? Contact us – we’re happy to help!