Complaints

How to make a complaint

• You can make all complaints about the products or the online shop: 
• in writing to: Outletboxx (Yellow Octopus) 5 Gromadzka Street, 05-806 Sokołów;
• in electronic form via e-mail to: [email protected].

Sending or returning the product as part of a complaint can be done to: Outletboxx (Yellow Octopus) 5 Gromadzka Street, 05-806 Sokołów.

What to write in the complaint

It is recommended to state in the description of the complaint: 

1. information and circumstances relating to the subject matter of the complaint, in particular the nature and date of the irregularity or lack of conformity with the contract;
2. request a method of bringing the contract into conformity with the contract or a declaration of price reduction or withdrawal or any other claim; and
3. contact details of the complainant - this will facilitate and speed up the processing of the complaint.

The requirements specified above are only a recommendation and do not affect the effectiveness of complaints submitted without the recommended description of the complaint. If the contact details provided by the complainant change during the complaint handling process, the complainant is obliged to notify the Seller.

The claim may be accompanied by evidence (e.g. photographs, documents or product) related to the subject matter of the complaint.

We may also ask the complainant to provide additional information or send evidence (e.g. a photograph) if this makes it easier and quicker for us to deal with the complaint.

When will you receive a response to your complaint

The seller shall respond to the complaint immediately, but no later than within 14 calendar days of receipt.

Where to find the regulations on complaints

The basis and scope of responsibility for the conformity of the product with the contract are set out in generally applicable legal regulations, in particular the Civil Code, the Consumer Rights Act and the Act on the provision of electronic services of 18 July 2002 (Journal of Laws No. 144, item 1204, as amended).

We have two types of liability for product conformity:

• the statutory seller – this is a legal liability, see below for details of where this is regulated, this liability cannot be excluded for consumers;
• contractual (e.g. guarantee given by a guarantor)– this is an additional liability and applies if the product in question is covered by a warranty, for example. The guarantee may be provided by an entity other than the Seller. (e.g. by the manufacturer). You will find the detailed regulations for liability under the guarantee in the guarantee card or elsewhere on the guarantee; Below you will find the specific regulations for the Seller's liability under the law - depending on the type of product (movable item, content or digital service) and depending on the date of the contract (until 2022 or from 2023):

 

The provisions concerning the complaint of a product - a movable item - purchased by the Customer on the basis of a sales agreement concluded with the Seller until 31. December 2022 are defined by the provisions of the Civil Code in the wording in force until 31. December 2022, in particular Articles 556-576 of the Civil Code. These provisions define in particular the basis and scope of the Seller's liability towards the Customer if the sold product has a physical or legal defect (warranty). The Seller is obliged to provide the Customer with a defect-free product.

The provisions relating to the complaint of a product - a movable item (including a movable item with digital elements), excluding, however, a movable item that only serves as a carrier of digital content - purchased by the Customer on the basis of a sales agreement concluded with the Seller from 1. January 2023 are defined by the provisions of the Consumer Rights Act in the wording in force from 1. January 2023, in particular Articles 43a - 43g of the Consumer Rights Act. These provisions determine, in particular, the basis and scope of the Seller's liability towards the consumer if the product does not comply with the sales contract.

The provisions relating to the complaint of a product - digital content or service or a movable item that only serves as a carrier of digital content - purchased by the Customer on the basis of a sales agreement concluded with the Seller from 1. January 2023 or before that date, if the delivery of such a product was to take place or took place after that date are defined by the provisions of the Consumer Rights Act in the wording in force from 1. January 2023, in particular Articles 43h - 43q of the Consumer Rights Act. These provisions define in particular the basis and scope of the Seller's liability towards the consumer if the product does not comply with the contract of sale.