Returns and complaints

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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!