Complaints
COMPLAINT TERMS
The manufacturer's liability for physical defects in products is governed by the Act of 23 April 1964, Civil Code, in particular Articles 556-568 with regard to warranty for defects concerning a person other than the consumer.
The warranty period and the lifespan are two different concepts. The lifespan of footwear depends on the method and frequency of use and is not necessarily the same as the warranty period. This means that with intensive use of the footwear, the shelf life may be shorter.
- the manufacturer is liable to the buyer for physical defects in products for up to two years from the release of the product to the buyer;
- the manufacturer undertakes to collect the advertised footwear from the direct purchaser at his own expense, i.e. with his own means of transport or through a courier company. In justified cases, it is possible to handle the complaint at the buyer's premises;
- a delivered product with a suspected physical defect will be visually inspected to check the validity of the report and the possibility of satisfying the buyer's request, i.e. replacing with a new defect-free product or repairing the product;
- In the case of a request to replace the product with a new one free from defects and in the case that the product can be repaired , the buyer will be informed about the repair of the reported defect;
- if the defect is not material, the buyer has no right of withdrawal;
- together with the delivered product a complaint protocol should be provided indicating the noticed physical defect of the product - this will make it easier to check the validity of the complaint and will speed up the complaint procedure;
- footwear submitted as part of a complaint claim should be clean.
Downloads:
Complaint claim report [pdf]
Complaint claim report [doc]
Direct contact to the Complaints Department:
e-mail: complaints[at]ppo.pl