Nail Polish VICTORIA VYNN Gel Polish Color No. 013 Always Princess - 8 ml
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Customer complaint of goods
Complaint procedure
Customer complaint of goods
This page explains how Customers may submit complaints concerning Products purchased in the Online Store www.victoriavynn24.eu and how such complaints are handled by the Seller.
Table of contents
1. How to submit a complaint
A complaint may be submitted to the Seller in particular:
- in writing to: ul. Wojska Polskiego 31, 67-100 Nowa Sól, Poland,
- by e-mail to: office@victoriavynn24.eu,
- by phone for initial contact: +48 698 344 156,
- through the contact form available on the Online Store website,
- through the complaint form in the Customer Account, if such a function is available.
Important: returns sent to parcel lockers or pickup points will not be accepted unless the Seller expressly agrees otherwise in advance.
2. What to include in a complaint
To make the complaint easier and faster to handle, it is recommended to include:
- name and contact details of the Customer,
- Order number or other data enabling identification of the purchase,
- name of the Product concerned by the complaint,
- description of the defect, irregularity or lack of conformity with the Sales Agreement,
- date when the issue was noticed,
- the Customer's request, for example repair, replacement, price reduction or withdrawal from the agreement,
- photos, documents or other evidence, if available.
The above information is recommended only and does not affect the effectiveness of a complaint submitted without it.
3. Product delivery for complaint handling
If it is necessary to inspect the Product or perform complaint-related actions, the Seller may ask the Customer to deliver the Product to:
BIOKUR Waldemar Łopato
ul. Wojska Polskiego 31, 67-100 Nowa Sól, Poland
E-mail: office@victoriavynn24.eu
Phone: +48 698 344 156
If, due to the nature of the Product, the type of defect or other circumstances, delivering the Product would be impossible or excessively difficult, the Customer should make the Product available to the Seller at the place where the Product is located, after prior arrangement with the Seller.
A request to deliver the Product does not affect the statutory time limit for the Seller's response to the complaint.
4. Seller response
The Seller will respond to the complaint immediately, no later than within 14 calendar days from the date of receipt of the complaint.
If the Seller does not respond within the above period in cases where mandatory law provides such a result, the complaint is considered justified.
5. Consumer rights and legal basis
The basis and scope of the Seller's statutory liability are defined by generally applicable law, in particular the Polish Civil Code and the Polish Act on Consumer Rights.
In the case of a lack of conformity of the Product with the Sales Agreement, a Consumer may have statutory rights including, depending on the circumstances and the applicable legal provisions, repair, replacement, price reduction or withdrawal from the agreement.
In addition to statutory rights, a Product may be covered by a manufacturer's or distributor's guarantee. The guarantee does not limit the Customer's statutory rights against the Seller.
Hygiene and cosmetic products: certain sealed Products may not be returnable after opening if they cannot be returned due to health protection or hygiene reasons. This does not limit the Customer's rights in the event of a justified complaint concerning lack of conformity or defect.
6. Out-of-court complaint handling
A Consumer may use out-of-court complaint handling and redress procedures. Information about amicable consumer dispute resolution in Poland is available at https://polubowne.uokik.gov.pl/.
A Consumer may also seek assistance from a municipal or district consumer ombudsman, a consumer organization or a competent Trade Inspection authority.
The former European Online Dispute Resolution platform is no longer available. Consumers looking for cross-border consumer redress information may use the European Commission information service on Consumer Redress in the EU.
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