Returns

Return of products

1. The Customer may return delivered products only with the Seller’s prior written consent, which must be given in writing to be valid. If consent to a return is granted, all costs associated with returning the product shall be borne by the Customer.
2. Products may be returned provided that they are new, have never been used and are in their original packaging. The packaging must not be damaged and must not bear any markings made by the Customer or third parties.

Warranty

1. The Seller is liable to the Customer for defects in the products under the terms of the warranty, subject to the reservations set out below. The Seller’s liability under the warranty beyond that specified in the following provisions is excluded.
2. The Customer is obliged to pay the price for the products received even if they raise claims under the warranty.
3. The Customer is obliged to inspect the delivered products immediately upon receipt, but no later than within 3 days of the date of receipt. Within this period, the Customer is also obliged to notify the Seller of any defects detected. Notification to the Seller must be made in writing or by other documented means.
4. Where products are delivered via a carrier, the Customer is obliged to inspect the packaging and the products to verify that they have not sustained any damage during transport. If the packaging or products are damaged, the Customer has the right to refuse the consignment and, together with the carrier’s representative, draw up a damage report containing a description of the damage, the date and the carrier’s representative’s signature. Inspecting the parcel upon delivery is an essential condition for the Customer to make any claims for damage to or loss of the parcel in transit.
5. The Customer is obliged to notify the Seller immediately upon discovering any hidden defects in the product, but no later than within 2 days of their discovery. Notification to the Seller must be made in writing.
6. If the Customer fails to notify the Seller of any defects within the time limits specified in the preceding paragraphs, they shall forfeit their rights under the warranty.
7. The Seller shall not be liable under the warranty if a defect is discovered more than 1 year after the date of receipt of the product.
8. The Customer’s right to make claims under the warranty is excluded in the event of minor discrepancies between the product supplied and the product description in the Contract, or in the event of a minor limitation in the product’s suitability, condition or quality resulting from product improvements.
9. The Seller shall not be liable for defects in the product caused by the actions of third parties or the effects of chemical agents. Nor shall the Seller be liable for defects in the product caused by unauthorised repairs or alterations to the product carried out by the Customer or third parties.
10. If the Customer’s claims under the warranty prove to be valid, the Seller may supply a new product in place of the defective one or refund the price paid for the product to the Customer, taking ownership of the defective product. The Seller shall decide on the method of fulfilling a valid claim.
11. The costs of replacing the product shall be borne by the Seller, subject to the following proviso:
    1. The Seller shall only bear the costs of delivering the new product to the delivery address of the originally delivered product;
    2. The Seller shall not bear any additional costs associated with the replacement of the product, such as: the transport of defective, repaired or new products, waste disposal, travel and travel time.
12. If the Customer’s warranty claims prove to be unfounded, the Seller may demand that the Customer reimburse the Seller for any costs incurred by the Seller in connection with the processing of the Customer’s claims.

Warranty

1. The Seller provides the Customer with a warranty for the goods supplied. The Seller warrants that the goods supplied meet the requirements regarding the quality of workmanship and materials used, and that they function as intended.
2. The warranty period for products offered by the Seller is calculated from the date of delivery to the Customer and is 12 months.
3. The guarantee is valid within the territory of the Republic of Poland.
4. The Seller’s liability under the guarantee covers only defects arising from causes inherent in the products.
5. In particular, the warranty does not cover:
   1. mechanical damage to the surface or components of the products;
   2. damage resulting from the use of the products contrary to their intended purpose;
   3. damage to the products resulting from tampering with them;
   4. damage to the products resulting from storage under unsuitable conditions;
   5. damage to the components of the products resulting from wear and tear during normal use.
6. The customer is obliged to check whether the product defect is covered by the warranty before making a warranty claim.
7. A warranty claim may be made as follows:
   1. by submitting a written complaint;
   2. by email sent to: gralapack@gralapack.com
   3. by submitting a complaint via the contact form available at: https://gralapack.com/pl/kontakt
8. A warranty claim should include the following details:
   1. the Customer’s details (full name, address, contact telephone number and email address);
   2. the date of the complaint;
   3. the product code, name and quantity of the product subject to the complaint;
   4. purchase receipt number (VAT invoice, delivery note);
   5. a description of the damage and photographs of the damage;
   6. a description of the circumstances in which the damage occurred.
9. The complaint should be lodged immediately upon discovery of the defect, but no later than within 2 days of that date. Failure to meet these deadlines will result in the Customer losing their rights under the warranty.
10. Should a defect be found to have arisen from causes inherent in the product, the Seller undertakes, at its discretion, to provide one of the following remedies:
    1. replace the product with a new, defect-free one;
    2. replace the product with a similar one;
    3. a refund of the price paid for the product.
11. The Seller undertakes to respond to an accepted complaint within 14 days of the date of its receipt.
12. In the event of a valid complaint, the Seller undertakes to rectify the defect efficiently and promptly by replacing the product with a new one free from defects, within 14 days of the date on which the product subject to the complaint was received. If the product subject to the complaint is not in the Seller’s stock, the replacement will take place within 60 days.
13. If the Seller does not have a product identical to the product subject to the complaint, the product may, at the Customer’s discretion, be replaced with a similar product (similar in style, function and price to the product subject to the complaint) from the Seller’s current range, or a refund of the price paid for the product.
14. Should the Customer opt for a refund of the price paid for the product, this refund will be made by bank transfer to the bank account specified by the Customer.
15. The replaced product or its components shall become the property of the Seller.
16. If the complaint proves to be unfounded, the Seller may demand that the person making the complaint reimburse the Seller for any costs incurred in connection with the handling of warranty claims.
17. The warranty does not exclude, limit or suspend the Customer’s statutory rights under applicable law.