Complaint Procedure
The basis and scope of the company's liability to the customer, if the sold product has a physical or legal defect (warranty), are determined by applicable laws, particularly the Civil Code. The company is obligated to deliver a defect-free product to the customer. To file a complaint, please inform us by sending a completed and signed statement along with the returned product on paper or by emailing the statement to m@ikigo.pl.
It is recommended that the customer provides the following in the complaint description: information and circumstances regarding the subject of the complaint, particularly the type and date of the defect, a request for a way to bring the product into conformity with the sales agreement, or a statement on price reduction or withdrawal from the sales agreement, as well as contact details of the complainant. The above requirements are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description.
The company will respond to the customer’s complaint promptly, no later than 14 calendar days from the date of submission. Failure to respond within this period will be considered an acknowledgment of the complaint's validity. If the customer needs to return the product for the complaint or warranty process, they will be asked to send it to the following address: ul. Powstańców Warszawskich 29/3, 41-902 Bytom. However, if returning the product is impossible or excessively difficult due to the nature of the defect or the product, the customer will be asked to make the product available where it is located.
Detailed information on the possibility of using out-of-court complaint and redress procedures by customers, as well as access to these procedures, are available at the offices and websites of local consumer ombudsmen, consumer protection organizations, Provincial Trade Inspection offices, and the Office of Competition and Consumer Protection.
Customers have the following options for out-of-court complaint handling and redress:
- The customer is entitled to submit a request to a permanent consumer arbitration court, as mentioned in Article 37 of the Act of December 15, 2000, on Trade Inspection, for dispute resolution arising from the Sales Agreement. The rules for organizing and operating these courts are outlined in the Regulation of the Minister of Justice from September 25, 2001.
- The customer is entitled to submit a request to the Provincial Trade Inspector, according to Article 36 of the Trade Inspection Act, to initiate mediation proceedings for an amicable resolution of the dispute between the customer and the seller.
- The customer can also receive free assistance in resolving disputes with the seller by contacting the local consumer ombudsman or consumer protection organizations (such as the Consumer Federation or the Polish Consumers’ Association).
Returns
The return right applies if the buyer is a consumer as defined by the Civil Code. The return is in accordance with the law when the contract is concluded remotely (e.g., via our website, phone, or email). The buyer has the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the buyer has taken possession of the goods or when a third party other than the carrier, indicated by the buyer, takes possession of the goods.
In case of contract withdrawal, the buyer is obliged to return the purchased item, which must not be damaged. The seller is obliged to refund all payments received from the buyer, including delivery costs (excluding additional costs for chosen delivery methods other than the cheapest standard option). The refund is processed no later than 14 days from the day we are informed of the decision to withdraw from the contract and after the item is physically returned to us. If the returned product is not in perfect condition (e.g., damaged or without original packaging), the seller reserves the right to reduce the refund by the loss of value of the item.
The buyer bears the cost of returning the goods (to the warehouse at ul. Powstańców Warszawskich 29/3, 41-902 Bytom) and is responsible for any reduction in the product’s value resulting from its use beyond what is necessary to determine its nature, characteristics, and functioning. Refunds will be made using the same payment method used in the original transaction. The buyer will not incur any fees related to the refund. We strive to process refunds promptly to ensure customer satisfaction. To exercise the right of withdrawal, inform us by sending a signed statement together with the returned item or by emailing a statement to m@ikigo.pl.
Right to Withdraw from the Contract
A customer who has entered into a distance contract may withdraw from it within 14 calendar days without providing any reason or incurring costs, except for the cost of returning the item. To meet the deadline, it is sufficient to send a withdrawal statement before the deadline expires. The statement can be sent in writing to ul. Powstańców Warszawskich 29/3, 41-902 Bytom, or by email to m@ikigo.pl.
An example withdrawal form is included in Annex 2 to the Consumer Rights Act. The withdrawal period begins:
- for a contract in which the company transfers ownership of a product (e.g., a sales contract) – from the moment the consumer or a third party other than the carrier takes possession of the product;
- for contracts involving multiple products delivered separately or in parts – from the moment of possession of the last product, batch, or part;
- for other contracts – from the contract conclusion date.
When withdrawing from a distance contract, the contract is considered void. The company must refund all payments received from the customer, including delivery costs (except for additional costs resulting from the customer selecting a delivery method other than the cheapest standard delivery option). The company will refund the payment using the same method as used by the customer, unless the customer agrees to another method that incurs no additional costs. If the company has not offered to collect the product from the customer, it may withhold the refund until it receives the product or proof of its return, whichever comes first.
The customer must return the product to the company within 14 calendar days from the date of contract withdrawal. The customer bears the costs of returning the product directly.