Complaints

COMPLAINTS HANDLING REGULATIONS
General Provisions

• These Complaints Handling Regulations specify the procedure for reporting and possibly removing defects or exchanging devices that have been guaranteed and purchased by the Entrepreneur.
• The following meanings have been assigned to these terms:
  • Guarantor – Verna sp. z o. o., based at: ul. Aleja Prymasa Tysiąclecia 46/1, 01-242 Warsaw, entered into the National Court Register by the District Court for the Capital City of Warsaw, XIX Economic Department KRS under the number KRS: 0001047663, NIP: 5273067158, REGON: 525902532,
  • Complained Goods – goods that have been guaranteed;
    Entrepreneur – an entity conducting business or professional activity.

Complaint Submission

• The complaint should be submitted by sending a completed form (download template) to the address: reklamacje@vernagsm.pl

Shipping

• The Entrepreneur should send the Complained Goods to the address:
  Verna Sp. z o.o.
  Al. Prymasa 1000-lecia 46/312
  01-242 Warsaw
  
• The Entrepreneur should include with the Complained Goods:
  • Complaint form (available for download at the top of the page)
  • Elements of the set with which the complained goods were purchased (e.g., charger with cable, headphones with charging case and cable), if the set was purchased as one product.
• The shipment should be properly secured against damage during transport.
• The Complaints Department verifies the Complained Goods and the received documents.

Warranty Conditions

• The warranty does not cover:
  • goods whose warranty period has expired;
  • goods with visible signs of interference inconsistent with the product's intended use;
  • goods modified or damaged as a result of attempts at self-repair
  • goods not accompanied by descriptions of defects
• In the event of the complaint being deemed justified, the Guarantor:
  will provide the Entrepreneur with goods free of defects, or issue a corrective invoice for the complained goods, to the invoice indicated by the Entrepreneur

Deadlines
The Seller undertakes to consider the complaint within 14 days from the date of its receipt.
Final Provisions

• In matters not regulated by these Regulations, the relevant provisions of the Civil Code shall apply.
• These Regulations come into force on 16.08.2022.

Out-of-court methods of handling complaints and pursuing claims
We inform you that there are possibilities to use out-of-court methods of handling complaints and pursuing claims. Using them is voluntary and can only take place if both parties to the dispute agree to it.

• The consumer may submit a request to initiate proceedings regarding out-of-court resolution of consumer disputes concerning the concluded Sales Agreement to the Trade Inspection, in accordance with Article 36 of the Act of December 15, 2000, on Trade Inspection (Journal of Laws 2001 No. 4, item 25 as amended).
• The consumer may also submit a request for the resolution of a dispute concerning the concluded Sales Agreement by a permanent arbitration court operating at the relevant provincial inspectorate of the Trade Inspection, in accordance with Article 37 of the Act of December 15, 2000, on Trade Inspection (Journal of Laws 2001 No. 4, item 25 as amended).
• The European Commission also provides a platform for online dispute resolution between Consumers and Entrepreneurs (ODR platform). It is available at: http://ec.europa.eu/consumers/odr/.