COMPLAINT REGULATIONS

How to file a complaint:

1. Fill out the complaint form available on our website at the link link

Complete all fields marked with an asterisk on the form (first and last name/company name), phone, email, receipt number/details of purchases made from a seller other than Meestergroup Sp. Z o.o. must include such proof in PDF or JPG format, description of the defect including circumstances of its occurrence and observation, date of the defect occurrence, photos/video material of the damage, information on the form whether you expect repair/replacement of the product /price reduction/ refund, account number for a possible transfer of funds). All these elements are necessary for us to acknowledge the validity of the complaint and to resolve it as quickly as possible.

2. Click “SEND”

Your submission will be sent directly to our complaint department, and you will receive a message from us with the complaint number as confirmation.

REMEMBER! Defects and damages should be reported immediately after they are detected. You must not continue using the product if a defect or damage is detected, as this may worsen the defect or damage and may pose a threat to the user’s health or even life. The product should be secured while the complaint process is being considered, and then proceed in accordance with the manufacturer’s or authorized service center’s guidelines.

3. Wait for a response from the complaint department

We have 14 days to handle a complaint, but we do everything we can to resolve it as quickly as possible.

COMPLAINT PROCEDURE

1. The seller is liable to the customer if the sold item has a physical or legal defect (warranty) under Art. 556 and following of the Civil Code (Journal of Laws 1964 no. 16 item 93).

2. Meester Group sp. z o.o., located at Wagrowska 2 (61-369) in Poznan, owner of the brands Mark Adler, Huzaro, Vertenz, Athler and Tulano, provides a warranty for the proper functioning of products according to the technical and operational conditions described in their manuals.

3. The warranty is time-limited. Different products and their components are covered by the warranty in varying scope and period as described in the document below. Detailed warranty exclusions are described on our website under the “Warranty” tab.

4. The warranty does not cover natural wear and tear of products due to usage or damages resulting from improper use. The warranty also does not cover mechanical damages, including tears, cracks caused by the user’s fault. The warranty does not cover fading and other fabric defects caused by prolonged exposure to sunlight, defects caused by improper maintenance of the device e.g., washing at too high a temperature, cleaning with strong detergents, thermal, electrical damages and damages caused by contact with liquids, as well as defects and damages caused by unauthorized alterations and modifications.

5. Defects and damages to the product should be reported immediately after their detection. Do not continue using the product if a defect or damage is detected, as this may worsen the defect or damage and also pose a threat to the health, or even life of the user. The product should be secured while the complaint process is being considered, and then proceed in accordance with the manufacturer’s or authorized service center’s guidelines.

6. A complaint claim for the removal of a defect or exchange of the sold item free from defects expires one year from the date of defect detection. If the customer is a consumer within the meaning of Art. 22(1) of the Civil Code of April 23, 1964, the statute of limitations cannot end before the period specified in the first sentence.

7. For proper verification of legitimacy, please fill in the necessary data on the registration form: first and last name/company name, information on the form whether you expect repair/replacement of the product /price reduction/ refund, account number for a possible transfer of funds), phone, email, receipt number/details of purchases made from a seller other than Meestergroup Sp. Z o.o. must include such proof in PDF or JPG format, description of the defect including circumstances of its occurrence and observation, date of the defect occurrence, photos/video material of the damage.

8. Complaints resulting from the violation of the customer’s legally guaranteed rights, or on the basis of these Regulations, please submit:

-By filling out the online complaint form LINK

-By sending the product directly to our service department at Meester Group Sp. z o.o. ul. Stanisława Zwierzchowskiego 31a, 61-249, Poznań, please include:

• complaint form available here

• information on the form whether you expect repair/replacement of the product /price reduction/ refund.

When choosing between the above demands, remember the following rules:

• you cannot demand withdrawal from the contract if the defect is insignificant

• when you demand a price reduction, you should specify the amount by which the price should be reduced

• you may demand withdrawal from the contract or a price reduction, unless the seller immediately and without excessive inconvenience to the buyer replaces the defective item with one free from defects or removes the defect. This limitation does not apply if the item has already been replaced or repaired by the seller or the seller has not fulfilled the obligation to replace the item with one free from defects or to remove the defect.

4. The seller will respond to the customer’s request promptly, no later than within 14 days. The response to the complaint is sent to the email address provided by the customer – depending on the method of filing the complaint. It is important to remember that responding to a complaint confirms or denies its validity. However, this does not mean that within this period the goods must be restored to compliance with the contract. At the same time, the seller reserves the right to change the method of resolving the complaint if, in his opinion, the one proposed by the buyer is impossible or requires excessive costs.

5. Shipments sent COD will not be accepted by the Seller.

6. The Service and Manufacturer are not liable for damages and losses resulting from the inability to use a product undergoing repair.

7. Products submitted for complaint must be previously cleaned. Only products packaged in a cardboard box (original or substitute) are accepted for complaint.

8. To return the goods, they must be disassembled (applies to products that require assembly), packed in a way that protects against potential transport damage. A sticker with the word COMPLAINT should be affixed to the package.

9. In the event of an acknowledged complaint, the product will be repaired by us or replaced with a full-value one, and if this is no longer possible – exchanged for another (previously agreed with the buyer) or we will refund the money. Information will be provided by email from reklamacje@meestergroup.eu.

10. All goods offered by the Store are intended for home use. Complaints about goods used for commercial purposes may be rejected by the manufacturer – if the defect of the goods results from intensive use under conditions other than home use. Additionally, due to electronic presentation, colors displayed in photos may slightly differ from the actual color. However, we make every effort to ensure that the photos on the site very precisely represent the appearance of the goods. However, individual monitor settings may slightly complicate this and in this respect, it does not constitute a product defect.

11. Rights under the warranty expire in the following cases:

• expiration of the warranty period

• performing repairs and/or modifications outside the service centers of authorized dealers of Meester Group

• failure to comply with recommendations for proper operation and maintenance

• using a defective or damaged product, which may lead to further damage and injury to the user.

Except for the provisions of this warranty, Meester Group, its employees, and authorized dealers are not liable for any losses or damages (including incidental or consequential losses or damages, or those caused by negligence or omission of the user). All claims under this warranty should be reported to an authorized dealer. To consider a claim under the warranty, proof of purchase is required: receipt number or invoice number or order number in the store.
Claims filed outside the country of purchase may be subject to fees and other restrictions. The warranty period and detailed provisions may vary depending on the country. This warranty does not exclude, limit, or suspend the rights of the buyer arising from the provisions on warranty for defects of the sold item.