Returns and complaints

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COMPLAINT PROCESS – TERMS AND CONDITIONS

In our store, we care about your rights as a consumer. Below we present the complaint procedure in accordance with the applicable laws, including the Consumer Rights Act and the Civil Code.

1. LEGAL BASIS

We handle complaints 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 provided)

A consumer may assert claims based on 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 non-compliant with the contract.
✔️ Was damaged during delivery.
✔️ Ceased to function as intended within the warranty or guarantee period.

Note: Complaints are not accepted for defects resulting from:
❌ Mechanical damage caused by user error.
❌ Use of the product in a manner inconsistent with 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.

The statutory warranty applies only to consumer sales. If the purchaser is a company, the statutory warranty may be excluded in the contract.

4. CONSUMER RIGHTS UNDER WARRANTY

A consumer may demand:

  • 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 have a manufacturer’s warranty.

  • The warranty is voluntary and does not exclude the statutory warranty.
  • The warranty period is determined by the manufacturer.
  • A consumer may file a complaint both with the seller (statutory warranty) and with the manufacturer (warranty).

6. HOW TO SUBMIT A COMPLAINT

To submit a complaint:

  1. Fill out the complaint form available at https://forms.gle/k1GGaDz2auqLxnDZ9.
  2. Attach proof of purchase (pro forma invoice or invoice).
  3. If possible, attach photos of the defect.
  4. Send your complaint by email to reklamacje@masterenergy.eu
  5. If it is necessary to return the product, ensure it is properly secured for shipping.

7. REFUND OF SHIPPING COSTS

If the complaint is upheld, we refund the shipping cost.
If the complaint is rejected, the product will be returned at the customer’s expense.

8. CONTACT REGARDING COMPLAINTS

📧 E-mail: reklamacje@masterenergy.eu

📞 Phone: +48 660 940 062

Have questions? Contact us – we are happy to help!