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Dear customer, we care about your rights, including the right to file a complaint. Below you will find detailed information on our liability for defects in the product sold by us and your rights related to the complaint on the statutory basis - under the warranty.
Important! Remember that if a given product has also been granted a warranty, you can also make a complaint on its basis - in this case, however, the addressee will be the guarantor indicated in the warranty. Also, you can read the return policy on the Ukrainian website TUFISHOP.
The warranty also defines the scope of your rights each time. Remember that exercising the rights under the guarantee does not affect our liability under the warranty and that the guarantee does not exclude, limit or suspend your rights under the provisions on the warranty for defects in the sold item. The basis and scope of our liability for product defects under the warranty is determined by generally applicable law, in particular the provisions of the Civil Code, and for sales contracts concluded until December 24, 2014, the provisions of the Act of July 27, 2002 on special terms of consumer sales and on the amendment of the Civil Code (Journal of Laws of 2002, No. 141, item 1176, as amended).
We are obliged to deliver the product without defects. We are liable under the warranty if a physical defect of the product is found within two years from the date of its delivery to the buyer. Important! We are liable under the warranty for physical defects that existed at the time the danger passed on to the buyer or that resulted from a cause inherent in the item sold at the same time.
You can submit a complaint, for example:
in writing to the following address: st. Dzielna, 64 Warsaw;
in electronic form via e-mail to the following address: tufishopusa@gmail.com;
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Provide in the description of the complaint:
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(1) information and circumstances regarding the subject of the complaint, in particular the type and date of occurrence of the defect;(2) a request for a method of bringing the product into compliance with the sales contract or a declaration of price reduction or withdrawal from the sales contract; and (3) your contact details - it will facilitate and speed up the consideration of your complaint. Remember that the requirements set out in the preceding sentence are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.
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When submitting a complaint, you can use our sample complaint form, but it is not obligatory.
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The basic rights of the buyer in connection with the complaint of the product |
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For sales contracts concluded from December 25, 2014 |
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In this case, the rights are, in principle, of an equivalent nature, which means that you can use both the first and the second group of rights right away: 1) Group: price reduction / money back If the product sold has a defect, you can submit a declaration of price reduction or withdrawal from the contract, unless we immediately and without undue inconvenience to you, we replace the defective Product with a defect-free one or remove the defect. Important! This limitation does not apply if the product has already been replaced or repaired by us, or if we have not fulfilled the obligation to replace the product with a product free from defects or to remove the defect. If the Customer is a consumer, he may, instead of the removal of the defect proposed by us in accordance with the provisions above, demand that the product be replaced with a product free from defects, or instead of replacing the product, demand that the defect be removed, unless it is impossible to bring the product into compliance with the sales contract in a manner chosen by you or would require excessive cost compared to the method proposed by us. Important! The customer cannot withdraw from the contract if the defect is irrelevant. 2) Group: repair/replacement If the product sold has a defect, you can request that the product be replaced with a defect-free one or that the defect be removed. However, we may refuse to satisfy your request if it is impossible to bring the defective product into conformity with the contract in the manner chosen by you or would require excessive costs compared to the second possible way to bring it into conformity with the contract. |
Remember that the customer who exercises the rights under the warranty is obliged to deliver the defective product at our expense to the following address: st. Dzielna, 64 Warsaw;.
However, if, due to the type of product or the method of its installation, its delivery would be excessively difficult, the customer is obliged to make the product available to us in the place where the product is located. We will respond to your complaint immediately, no later than within 14 calendar days from the date of its submission. Important! Failure to respond to the above-mentioned deadline means that we consider the complaint justified.