Complaints

COMPLAINTS PROCEDURE

• The seller is liable to the customer if the goods sold have a physical or legal defect (warranty) in accordance with Article 556 et seq. of the Civil Code (Journal of Laws 1964, No. 16, item 93)
  
  
• Meester Group sp. z o.o., with its registered office at 2 Wagrowska Street (61-369) in Poznań, owner of the brands Mark Adler, Huzaro, Vertenz, Athler, Tulano and Gregman guarantees that the products will operate correctly in accordance with the technical and operational conditions set out in their user manuals.
  
  
• The warranty is valid for a limited period. Different products and their components are covered by the warranty to varying extents and for different periods, as described in the document below. Details of the warranty and its exclusions are set out on our website under the ‘Warranty’ tab.
  
  
• The warranty does not cover natural wear and tear of the products resulting from normal use, nor damage caused by improper use. The warranty also does not cover mechanical damage, including tears and cracks caused by the user. The warranty also does not cover fading and other fabric defects resulting from prolonged exposure to sunlight, defects caused by improper care of the product (e.g. washing at too high a temperature, cleaning with strong detergents), thermal damage, electrical damage and damage caused by contact with liquids, as well as defects and damage resulting from unauthorised alterations and modifications.
  
  
• Any faults or damage to the product should be reported immediately upon discovery. You should not continue to use the product if you discover a fault or damage, as this may exacerbate the fault or damage and may also pose a risk to the user’s health or even life. The product must be kept safe whilst the complaint is being processed, and you should then follow the manufacturer’s or authorised service centre’s instructions.
  
  
• A claim for the rectification of a defect or the replacement of the goods sold with goods free from defects becomes time-barred one year after the date on which the defect was discovered. If the Customer is a consumer within the meaning of Article 22(1) of the Act of 23 April 1964 – the Civil Code, the limitation period shall not expire before the expiry of the period specified in the first sentence.
• In order to properly verify eligibility, please provide the necessary details in the application form: >first name and surname/company name Please indicate on the form whether you are seeking a repair, replacement, price reduction or refund, and provide your bank account number for any necessary bank transfer), telephone number, email address, receipt number/details of purchases made from a retailer other than Meestergroup Sp. z o.o. – please attach such proof in PDF or JPG format, a description of the defect – including the circumstances in which it occurred and was observed, the date the defect occurred, and photographs or video footage of the damage.
  
  
• Please submit any complaints arising from a breach of the Customer’s rights, whether guaranteed by law or under these Terms and Conditions, to:

By Filling In Online Complaints Form LINK

If you are sending the product yourself directly to our after-sales service department at the following address:            

Meester Group Sp. z o.o., 42 Kotowo Street, 60-009 Poznań, Please attach:

• service form to download Download PDF
  
  

When choosing between the options above, bear in mind the following guidelines:

• You cannot demand that the contract be rescinded if the defect is minor
• When you ask for a price reduction, you should specify the amount by which the price is to be reduced
• You may demand that the contract be rescinded or that the price be reduced, unless the seller immediately, and without undue inconvenience to the buyer, replaces the defective item with one free from defects or remedies the defect. This restriction does not apply if the item has already been replaced or repaired by the seller, or if the seller has failed to fulfil their obligation to replace the item with one free from defects or to remedy the defect.
  
  

4. The Seller shall respond to the Customer’s request without delay, and no later than within 14 days. A response to the complaint shall be sent to the email address provided by the Customer – depending on how the complaint was lodged. It is worth noting that a response to a complaint constitutes either a confirmation or a denial of its validity. However, this does not mean that the goods must be restored to a state of conformity with the contract within this period. At the same time, the seller reserves the right to change the method of resolving the complaint if, in their opinion, the solution proposed by the buyer is impossible or would entail excessive costs. 
   
   
5. Parcels sent on a cash-on-delivery basis will not be accepted by the Seller.
   
   
6. The Service Centre and the Manufacturer shall not be liable for any damage or loss resulting from the inability to use the product whilst it is being repaired.
   
   
7. Products submitted for a complaint should be cleaned beforehand. Only products that are packed in a cardboard box (either the original or a replacement) will be accepted for a complaint.
   
   
8. To return the goods, they must be dismantled (where applicable to products requiring assembly) and packed in such a way as to protect them from any damage during transit. A sticker marked ‘COMPLAINT’ must be affixed to the parcel.
   
   
9. If the complaint is upheld, we will repair the product or replace it with a fault-free one; if this is no longer possible, we will replace it with another item (as previously agreed with the buyer) or issue a refund. You will be notified of this by email from the address sklep@markadler.pl.
   
   
10. All goods offered by the Shop are intended for domestic use. Claims relating to goods used for commercial purposes may be rejected by the manufacturer if the fault is due to intensive use in conditions other than domestic ones. Furthermore, due to the nature of digital presentation, the colours shown in the photographs may differ slightly from the actual colour. However, we make every effort to ensure that the photographs on the website accurately reflect the appearance of the goods. Please bear in mind, however, that individual monitor settings may affect this slightly, and this does not constitute a product defect.
    
    
11. Warranty rights shall lapse in the following circumstances:
    • expiry of the warranty period
    • carrying out repairs and/or modifications outside the authorised service centres of Meester Group dealers
    • failure to follow the instructions on proper operation and maintenance
    • using a product that is faulty or damaged, which may result in further damage to the product and may also cause injury to the user.

Except as provided in this warranty, Meester Group, its employees and authorised dealers shall not be liable for any loss or damage (including incidental or consequential loss or damage, or loss or damage caused by the user’s negligence or breach). Any claims arising from this warranty should be made to an authorised dealer. Proof of purchase is required for a warranty claim to be processed: the receipt or invoice number, or the shop order number.
Claims made outside the country of purchase may be subject to charges and other restrictions. The warranty period and specific terms may vary from country to country. This warranty does not exclude, limit or suspend the purchaser’s rights under the statutory warranty for defects in the goods sold.