Complaints Policy
1. Introduction
At Elegante On Go, we strive to provide high-quality products and services. However, if you are dissatisfied with your purchase or experience any issues, you have the right to file a complaint. This policy outlines the procedure for submitting complaints in accordance with Polish consumer protection laws.
2. How to Submit a Complaint
2.1. Complaint Submission Channels
Customers can submit complaints through the following channels:
📧 Email: [support@eleganteongo.com]
📬 Postal Address:
ELEGANTE ON GO SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
KRS: 0001146612
NIP: 7252351085
REGON: 540503881
Capital: 5 000,00 zł
Address: Piotrkowska 148 / 150, 90-063 Łódź, Polska
2.2. Information Required in the Complaint
To process your complaint efficiently, please include the following details:
- Full name and contact details (email, phone number).
- Order number or purchase reference.
- Description of the issue, including supporting evidence (e.g., photos of defective products).
- Preferred resolution (replacement, refund, repair, etc.).
3. Processing of Complaints
3.1. Acknowledgment of Complaint
- Upon receipt of your complaint, we will send an acknowledgment email within 24 hours confirming that we have received your request.
3.2. Complaint Resolution Time
- Complaints are processed within 14 calendar days from the date of receipt.
- If additional information is required, we will contact you and extend the deadline accordingly.
3.3. Possible Outcomes
Depending on the circumstances, the resolution may include:
✅ Replacement of the product (if defective or incorrect).
✅ Refund (if the issue cannot be resolved).
✅ Repair of the product (if applicable).
✅ Discount or partial compensation in specific cases.
4. Consumer Rights Under Polish Law
Under Polish Consumer Law (Act on Consumer Rights, 30 May 2014), consumers have the following rights:
- The right to file a complaint within two years of purchase if a product is defective.
- The right to withdraw from a purchase within 14 days if the product was bought online, without giving a reason (return policy applies separately).
- The right to request a refund, replacement, or repair of a faulty product.
For more information, consumers may refer to the official website of UOKiK (Office of Competition and Consumer Protection in Poland): https://uokik.gov.pl
5. Dispute Resolution & Alternative Dispute Resolution (ADR)
- If you are unsatisfied with the outcome of your complaint, you may seek mediation through alternative dispute resolution (ADR) or the European ODR Platform: https://ec.europa.eu/consumers/odr/
- You may also contact local consumer protection authorities or initiate a case in the appropriate civil court in Poland.
6. Contact Information
For any questions regarding this Complaints Policy, please contact us:
📧 Email: support@eleganteongo.com