Complaints – Nonconformity of the Goods with the Contract

SMARTBEST sp. z o.o., as the Seller, is liable to the Consumer and to Entrepreneurs with consumer rights for any lack of conformity of the Goods with the contract that exists at the time of delivery and is discovered within two years from that time, in accordance with the provisions of the Consumer Rights Act.

How to File a Complaint?

A complaint may be filed in any form:

  • by email to sklep@smartbest.pl or
  • ; by mail to: SMARTBEST sp. z o.o., ul. Dworcowa 28/22, 14-400 Pasłęk.

To streamline the process, please include: your first and last name, contact information, Order number, name of the Product, a description of the nonconformity, the date it was noticed, and your request. Proof of purchase helps identify the order, but a receipt is not the only acceptable proof of purchase.

You may use the complaint form, but this is not mandatory, and a complaint submitted without the form will still be processed.

Customer Rights

  1. First and foremost
  2. ,
  3. the Customer may request repair or replacement of the Product.
  4. The Seller may provide a replacement when the Customer requests repair, or repair when the Customer requests replacement, if the chosen method is impossible or would entail excessive costs. If both options are impossible or excessively costly, the Seller may refuse to bring the Goods into compliance with the contract.
  5. The Customer may demand a price reduction or withdraw from the contract in the cases specified by law, in particular when the Seller has refused to repair or replace the Goods, has failed to perform such actions properly, the lack of conformity persists, the lack of conformity is so significant that it justifies an immediate price reduction or withdrawal, or it is clear from the Seller’s statement that the Seller will not bring the Goods into conformity within a reasonable time or without undue inconvenience.
  6. The contract cannot be rescinded if the lack of conformity is insignificant.

Timeframe and Costs

We will respond to a Consumer’s complaint within 14 days of receiving it. Repairs or replacements will be made within a reasonable time and without undue inconvenience.

The costs of repair, replacement, pickup, and redelivery of the Goods are borne by the Seller. Before returning the Goods subject to a complaint, please contact us—we will provide instructions on how to ship or arrange for pickup at no cost to you. You do not need to return the Goods at your own expense without prior agreement.

Warranty

Some Goods may be covered by a voluntary warranty from the manufacturer, distributor, or Seller. Whether a warranty has been provided, its duration, territorial scope, coverage, and terms of fulfillment are set forth in the product description or warranty document. There is no single, automatic 12-month period that applies to all products.

The warranty does not exclude, limit, or suspend the Customer’s statutory rights against the Seller arising from the Goods’ non-conformity with the contract. The Customer chooses whether to exercise the warranty or their statutory rights against the Seller.

Business Customers

With respect to Customers who are neither Consumers nor Entrepreneurs with consumer rights, liability under the warranty is excluded to the extent permitted by law. The rights arising from the warranty depend on its terms and conditions.