COMPLAINTS AND RETURNS

Returns:

In accordance with the Consumer Rights Act of May 30, 2014 (Journal of Laws 2014, item 827), a Consumer has the right to withdraw from the contract without providing any reason within 14 days from the date of receiving the shipment. To meet this deadline, it is sufficient to send a declaration of withdrawal before the expiry of this period (e.g., a letter sent by post or email). Template of the Declaration of Withdrawal.
A return under the right of withdrawal is possible if:

• The returned goods are complete;
• The goods are returned in an unchanged condition, unless the change was necessary within the limits of ordinary management, meaning the Consumer should handle the goods bearing in mind the possibility of a later return;
• The returned goods were not ordered at the explicit request of the Customer.

If you decide to withdraw from the purchase, please send the returned goods along with the withdrawal declaration to the following address:
RGB Elektronika Spółka z Ograniczoną Odpowiedzialnością Sp. K.
ul. Długosza 2-6, 51-162 Wrocław, Poland
with the note: "Return"

IMPORTANT:

• The cost of returning the goods is not refundable. RGB does not accept any cash-on-delivery (COD) shipments.
• The value of the returned goods will be refunded to the Consumer promptly after receiving the returned shipment, but no later than within 14 days. Refunds will be processed according to the principles described in §9 of the Terms and Conditions (Refund of Financial Resources).
• Only well-secured parcels guarantee acceptance of the return.

If a return is accepted from a Customer who is not a Consumer (hereinafter referred to as the Buyer), RGB will refund the Buyer the amount paid for the goods, reduced by 20% of the price due to the costs incurred for the verification of the returned products. The refunded amount will be returned promptly after receiving the shipment, but no later than within 14 days, according to the principles described in §9 of the Terms and Conditions.

---

Complaints:

If the received goods are defective, the Customer has the right to exercise the rights granted under the product warranty.
The Consumer may also file a complaint at the Store under the statutory warranty. In case a defect is discovered, the Consumer is entitled to file a complaint within 2 (two) years from the date of delivery and 1 year from the date the defect was discovered.

SAMPLE AGREEMENT WITHDRAWAL

In such cases, the defective goods should be sent to:
RGB Elektronika Spółka z Ograniczoną Odpowiedzialnością Sp. K.
ul. Długosza 2-6, 51-162 Wrocław, Poland
with the note: "Complaint"

---

WARRANTY OF CONFORMITY

1. The Seller is liable to the Customer if the sold goods have a physical or legal defect, where:
   • a. A physical defect means non-conformity of the goods with the sales contract, especially if the goods:
     • Do not have the properties that goods of this type should have, considering the purpose specified in the sales contract or resulting from circumstances or intended use;
     • Do not have the properties promised by the Seller to the Customer;
     • Were delivered incomplete.
   • b. A legal defect means non-conformity of the goods with the sales contract, especially if:
     • The goods are owned by a third party;
     • The goods are encumbered with the rights of a third party;
     • The restriction on the use or disposal of the goods results from a decision or ruling of a competent authority.
2. A missing or damaged item that the Customer was informed about before purchase and accepted is not considered a physical defect.
3. If non-conformity of the goods with the contract is found, the Customer has the right to lodge a complaint at the Store. A complaint may be filed in person, by phone, registered mail, or email at biuro@sklep.rgbelektronika.pl or info@rgbelektronika.ro. This right exists for 2 (two) years from the date of delivery of the goods.

Goods can be returned via economy postal shipment to the Store’s delivery address:
RGB Elektronika Spółka z Ograniczoną Odpowiedzialnością Sp. K.
ul. Długosza 2-6, Building 2, 51-162 Wrocław, Poland.

4. To process a complaint, the Customer should send or deliver the defective goods along with proof of purchase (e.g., receipt, invoice, or proof of payment for the specific Order).
5. The complaint should contain at least the Customer’s first and last name, email address used when placing the order, identification of the goods under complaint, and a description of the reported issue along with the Customer’s request related to the complaint. Complaints submitted in writing should also include the Customer’s mailing address. If these details are missing, the Seller may ask the Customer to complete them.
6. Within the complaint process, the Customer may request:
   • a. Repair of the goods;
   • b. Replacement of the goods with defect-free ones;
   • c. Price reduction;
   • d. Withdrawal from the contract — if the defect is significant.
7. The Customer should report the complaint within one year from the day the defect was noticed. However, the complaint period cannot expire before the end of the two-year Seller liability period.
8. The Seller will respond to the Customer’s complaint within 14 working days and inform about the further procedure.
9. The Seller is not responsible for defects resulting from incorrect installation or commissioning if these activities were not carried out by the Seller, or by the Buyer who acted contrary to the instructions received from the Seller.
10. If the complaint is accepted, the Seller will refund the Customer the costs associated with returning the defective goods and cover the cost of resending the goods to the Customer. Refunds will be processed according to the principles described in §9 of the Terms and Conditions.

---

GUARANTEE

A warranty is provided for selected goods. Under the warranty, the complained product will be repaired under the conditions specified by RGB Elektronika Spółka z Ograniczoną Odpowiedzialnością Sp. K.
The warranty terms and conditions can be found at:
https://rgbelektronika.ro/rum-terms.html

IMPORTANT:

• The Customer has the right to inspect the shipment in the presence of the courier.
• In case of visible damage to the package, a damage protocol should be drawn up in the presence of the courier or postal worker. In the event of hidden damage, the Customer may report the issue to the shipping company or the Seller within 7 days. Submitting the damage protocol together with the complaint will facilitate its processing.

---

HOME PAGE