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Returns & Complaints
Return
Pack your products
Secure your goods. Use cardboard and avoid stretch wrap. Make sure the packaging you're returning the product in meets the requirements of your chosen shipping method.
Send a parcel
Choose one of the available return methods, complete the online form or attach it to the shipment.
Collect funds
Your refund will be processed within 14 days of your request. Please note that if you used cash on delivery or bank transfer, you must provide us with your bank account number.
Convenient Returns
Quick returns – InPost
Cost: PLN 10,99 – the amount will be deducted from the total refund amount.
Shipping on your own
Moszna Lot 29/ Hall C0
05-840 Moszna Plot
Returns Policy:
1. If for any reason our products do not meet your expectations, you can return the goods purchased from us within 30 days of receipt, without giving a reason.
IMPORTANT:
- We do not accept returns of goods from customers via cash on delivery.
- It's essential to attach proof of purchase or a card with your order number and bank account number. This will expedite the refund process.
- The goods cannot have visible traces of use.
We offer three ways to withdraw from the contract:
1.1. Through the WYGODNEZWROTY.PL website, by completing the online returns form. After paying for the shipment, you will automatically receive a returns code. This option also eliminates the need to print a label or address the shipment.
1.2 Through the INPOST FAST RETURNS service, complete the online returns form. Once your return is approved, a Parcel Locker return code will be automatically sent to the email address you provided – this option does not require printing a label or addressing the parcel. The cost of such a return is PLN 10,99, which will be deducted from the total refund amount.
1.3 By completing the returns form (below) and sending it to our email address: kontakt@frogum-shop.pl, or printing it out and including it in your return package. Please return the package at your expense to the following address:
Moszna Lot 29/ Hall C0
05-840 Moszna Plot
Poland
A model withdrawal form
(this form should be filled in and returned only if you wish to withdraw from the contract)
Addressee: FROGUM Limited Liability Company, ul. Cieszyńska 22, 05-825 Grodzisk Mazowiecki
frogum-shop.pl | kontakt@frogum-shop.pl
I hereby inform about my withdrawal from the sales contract for the following items: ___________.
Date of conclusion of the contract / date of placing the order: ___________.
Consumer's name and surname: ___________ .
Consumer address: ___________ .
Consumer's signature (only if the form is sent in paper version): ___________ .
Date: ___________
2. After processing the return of the order by FroGum Premium Moto Shop, the funds will be returned as soon as possible, but no later than within 14 days from the date of receipt of the declaration of withdrawal from the contract:
– automatically to the account from which the order was paid
– to the indicated bank account number (in the case of payment on delivery and by bank transfer)
3. If a free product was included with the order, the Customer, who is a Consumer or Paraconsumer, is obligated to return the entire order, including the free product. If the free product is not returned, the value of the refund will be reduced by the value of the product included with the order.
4. If a Customer orders a set of products and returns only part of it, they lose their right to a discount. In this case, the refund amount will be reduced by the difference in the price of the product included in the set and the price of the product without the set.
5. In the event of a return, the Customer, who is a Consumer or Paraconsumer, is liable for any diminished value of the product resulting from use beyond what is necessary to assess its nature, characteristics, and functioning. The product cannot be used indefinitely, but only inspected in the same manner as it could be inspected in a physical store.
Product complaints
My Garage Panel
Traditional mail
street Cieszyńska 22
05-825 Grodzisk Mazowiecki
Complaints policy
1. Definitions:
CUSTOMER – (1) a natural person with full legal capacity, and in cases provided for by generally applicable provisions, also a natural person with limited legal capacity; (2) a legal person; or (3) an organizational unit without legal personality, to which the law grants legal capacity; – who has concluded or intends to conclude a Sales Agreement with the Seller.
CIVIL CODE – Act of 23 April 1964 – Civil Code (Journal of Laws 1964, No. 16, item 93, as amended).
CONSUMER – a natural person performing legal acts with the Seller (including concluding a Sales Agreement) not directly related to his or her business or professional activity.
PARACONSUMER – a natural person concluding a contract directly related to his/her business activity, when the content of this contract indicates that it is not of a professional nature for this person, resulting in particular from the subject of the business activity performed by him/her, made available on the basis of the provisions on the Central Registration and Information on Business.
ONLINE SHOP – the Seller's online store available at the following internet address: www.frogum-shop.pl.
DEALER – FROGUM SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ with its registered office in Grodzisk Mazowiecki (registered office address: ul. Cieszyńska 22, 05-825 Grodzisk Mazowiecki; entered into the Register of Entrepreneurs of the National Court Register under the KRS number 0000963251; registration court in which the company documentation is kept: District Court for the capital city of Warsaw in Warsaw, 14th Commercial Division of the National Court Register; share capital: PLN 390 000; Tax Identification Number (NIP): 5291807370; National Business Registry Number (REGON): 362379750, kontakt@frogum-shop.pl, telephone number: +48 2222 82 808 and fax number: +48 2222 82 808.
COMMODITY – a movable item available in the Online Store that is the subject of the Sales Agreement between the Customer and the Seller.
SALES AGREEMENT; AGREEMENT – a contract for the sale of Goods concluded or entered into between the Customer and the Seller via the Online Store.
CONSUMER RIGHTS ACT, ACT - the Act of May 30, 2014 on consumer rights (Journal of Laws of 2014, item 827, as amended).
2. The Seller is obliged to provide the Customer who is a Consumer or Para-Consumer with Goods in accordance with the Agreement.
3. The basis and scope of the Seller's liability towards the Customer who is a Consumer or Para-Consumer, if the sold Goods are inconsistent with the Agreement, are specified in generally applicable provisions of law, in particular the Act on Consumer Rights.
[Due to the changes in the provisions on warranty and liability for non-conformity of the goods with the contract in force from January 1, 2023, the Seller informs that the existing provisions of the Code shall apply to contracts concluded before that date, including contracts concluded by Consumers or Para-Consumers. civil warranty, i.e. provisions in force before January 1, 2023]
4. The Seller is liable for the lack of conformity of the Goods with the Agreement existing at the time of its delivery and disclosed within two years from that moment.
5. A complaint may be submitted by a Customer who is a Consumer or Para-Consumer, for example:
- in writing to the following address: Frogum sp. z o. o., ul. Cieszyńska 22, 05-825 Grodzisk Mazowiecki;
- in electronic form via e-mail to the following address: kontakt@frogum-shop.pl;
- via the online form in the Customer's "My Garage" account (Just go to the Orders panel and after expanding the details, click on the Complaint button. The process is then fully automated.).
6. The complaint should include: (1) details of the person submitting the complaint (name and surname, correspondence or e-mail address, optional telephone number); (2) information and circumstances regarding the subject of the complaint, in particular, if possible, the type and date of occurrence of the defect; (3) if possible, requesting a way to bring the Goods into compliance with the Sales Agreement.
7. It is recommended to attach to the complaint, if possible, photos showing the non-compliance of the Goods with the Agreement. Sending such photos to the Seller may allow for a positive consideration of some complaints without the need - depending on the request of the Customer who is a Consumer or Para-Consumer and the basis of the complaint - for the Seller to collect the Goods that are inconsistent with the Agreement from the Customer who is a Consumer or Para-Consumer, or to return them by the Customer, being a Consumer or Para-Consumer, the Seller of Goods that are inconsistent with the Agreement.
8. The Seller will respond to a complaint from a Customer who is a Consumer or Paraconsumer immediately, no later than 14 calendar days from the date of its submission. The Seller will notify the complainant of the complaint resolution process by letter sent to the address provided in the complaint or by e-mail – depending on how the complaint was submitted.
9. If the Goods are inconsistent with the Agreement, the Customer who is a Consumer or Para-Consumer may request its repair or replacement.
10. The Seller may replace the Goods if the Customer, who is a Consumer or Paraconsumer, requests repair, or the Seller may repair the Goods if the Customer, who is a Consumer or Paraconsumer, requests replacement, if bringing the Goods into conformity with the Agreement in the manner chosen by the Customer, who is a Consumer or Paraconsumer, is impossible or would require excessive costs for the Seller. If repair or replacement are impossible or would require excessive costs for the Seller, the Seller may refuse to bring the Goods into conformity with the Agreement.
11. The Seller shall repair or replace within a reasonable time from the moment the Seller is informed by the Customer who is a Consumer or Para-Consumer about the lack of compliance with the Agreement, and without undue inconvenience to such Customer, taking into account the specificity of the Goods and the purpose for which the Customer who is a Consumer or a quasi-consumer purchased it. The costs of repair or replacement, including in particular the costs of postage, transportation, labor and materials, are borne by the Seller.
12. The Customer, who is a Consumer or Para-Consumer, provides the Seller with the Goods that are subject to repair or replacement. The Seller collects the Goods from the Customer who is a Consumer or Para-Consumer at his own expense.
13. If the Goods were installed before the Goods' non-compliance with the Agreement was discovered, the Seller dismantles the Goods and reassembles them after repair or replacement, or commissions these activities to be performed at his own expense.
14. The Customer, who is a Consumer or Para-Consumer, is not obliged to pay for the ordinary use of the Goods that have subsequently been replaced.
15. If the Goods are inconsistent with the Agreement, the Customer who is a Consumer or Paraconsumer may submit a declaration of price reduction or withdrawal from the Agreement when:
- The Seller refused to bring the Goods into compliance with the Agreement in accordance with section 9;
- The Seller failed to bring the Goods into compliance with the Agreement in accordance with section 10–12;
- the non-conformity of the Goods with the Agreement persists even though the Seller has attempted to bring the Goods into conformity with the Agreement;
- the non-conformity of the Goods with the Agreement is so significant that it justifies a price reduction or withdrawal from the Agreement without prior use of the protective measures specified in Article 43d of the Consumer Rights Act;
- it clearly follows from the Seller's statement or circumstances that he will not bring the Goods into compliance with the Agreement within a reasonable time or without excessive inconvenience to the Customer who is a Consumer or Para-Consumer.
16. The reduced price must be in such proportion to the price resulting from the Agreement that the value of the Goods inconsistent with the Agreement remains to the value of the Goods consistent with the Agreement.
17. The Seller returns to the Customer who is a Consumer or Para-Consumer the amounts due as a result of exercising the right to reduce the price immediately, no later than within 14 days from the date of receipt of such Customer's declaration of price reduction.
18. The Customer who is a Consumer or Para-Consumer may not withdraw from the Agreement if the lack of compliance of the Goods with the Agreement is immaterial. It is presumed that the lack of conformity of the Goods with the Agreement is significant.
19. If the lack of compliance with the Agreement applies only to some Goods delivered under the Agreement, the Customer who is a Consumer or Para-Consumer may withdraw from the Agreement only in relation to these Goods, as well as in relation to other Goods purchased by such Customer together with the Goods that are inconsistent with the Agreement, if such Customer cannot reasonably be expected to agree to retain only Goods in accordance with the Contract.
20. In the event of withdrawal from the Agreement, the Customer who is a Consumer or Para-Consumer shall immediately return the Goods to the Seller at the Seller's expense. The Seller returns the price to such Customer immediately, no later than within 14 days from the date of receipt of the Goods or proof of its return.
21. The Seller shall refund the price using the same method of payment as used by the Customer who is a Consumer or Paraconsumer, unless such Customer has expressly agreed to a different method of refund that does not involve any costs for him.
22. Regardless of the rights arising from the warranty for defects, the Customer who is a Consumer or Para-Consumer may exercise the rights arising from the warranty if it was granted for a given Good.
23. If a warranty has been granted for a given Good, information on how to exercise the rights arising from the warranty and on the responsible entity (guarantor) is included in the warranty statement (e.g. in the warranty document attached to the Goods if a given Good is covered by a warranty).
24. The warranty does not exclude, limit or suspend the Customer's rights arising from the provisions on warranty for defects in the sold item.
25. Pursuant to Art. 558 § 1 of the Civil Code, the Seller's liability under the warranty for the Goods towards a Customer who is not a Consumer or Para-Consumer is excluded.
