Complaint Terms for Different Product Groups (in compliance with European and Polish
laws)

General
Principles Applicable to All Product Groups

Legal Basis: Complaints are
handled in accordance with the applicable European laws (including Directive
2011/83/EU and Regulation 2019/1020) and Polish law (Civil Code and the
Act on Consumer Rights).

Consumer Rights: The buyer has
the right to lodge a complaint if the product does not conform to the
agreement, including cases of defects, damage during transport, or
non-compliance with specifications.

Warranty and Guarantee:
Products sold to consumers include a statutory 2-year warranty for defects
from the date of delivery. If a commercial guarantee is provided, its
terms will be included in the product documentation.

1. Complaint Terms for Cosmetic Products

Non-compliance Issues:
Complaints can be submitted for defective packaging, incorrect product
description, or adverse effects caused by the product (when used as
intended).

Evidence
Required:

Purchase
receipt or invoice.

Product
packaging, if applicable.

Medical documentation in case
of adverse reactions.

Exclusions: Complaints will not
be considered if the product has been opened and used, except in cases of
adverse reactions or quality defects.

Resolution:

Replacement
of the product.

Refund of the purchase price.

Investigation of adverse
reactions as per cosmetic safety regulations.

3.
Complaint Terms for Copper Products (Lanterns, Pendant Lamps, Wall-Hanging
Lamps)

Non-compliance Issues:
Complaints can be submitted for dents, discoloration, poor workmanship,
damaged wiring, or incorrect dimensions.

Evidence
Required:

Purchase
receipt or invoice.

Photos of the defect/damage.

Packaging
and labels.

Inspection Period: Visible
defects must be reported within 7 days of delivery; hidden defects within
2 years.

Exclusions: Complaints
resulting from improper installation or use contrary to the manual will
not be accepted.

Resolution:

Repair,
replacement, or refund.

Return of damaged goods is
required in case of replacement or refund.

4.
Complaint Terms for Custom-Made Products

Non-compliance Issues:
Complaints can be lodged for deviations from the approved design, poor
workmanship, or materials not matching the agreed specifications.

Evidence
Required:

Signed design documentation or
agreement.

Photos of the product
highlighting the discrepancies.

Invoice
or purchase receipt.

Inspection Period: Complaints
must be lodged within 2 years of delivery, but visible defects or
discrepancies from the design should be reported within 14 days.

Exclusions: Complaints based on
subjective dissatisfaction with design (if matching approved
specifications) or improper handling after delivery.

Resolution:

Repair or alteration to match
the agreed design.

Replacement or refund if
alteration is not feasible.

Additional Guidelines

Submission Process: Complaints
can be submitted in writing via email, by post, or in person, including a
clear description of the issue and required evidence.

Processing Time: Complaints
will be addressed within 14 calendar days of receipt.

Transport Damage: In the case
of damage during transport, a written protocol with the courier must be
completed and attached to the complaint.

Returns and Refunds: In cases
of refunds, payments will be made within 14 days after the resolution of
the complaint.

If you
need further customization or additional sections, feel free to ask!

Updated
Complaint Terms for Ceramic Products (Handmade)

Ceramic
products are handmade, which inherently leads to minor variations in
dimensions, color, and finish. These characteristics are part of the artisanal
nature of the products and are not considered defects unless they significantly
deviate from the agreed specifications or render the product unsuitable for its
intended purpose.

Complaint Terms for Ceramic Products

Non-compliance Issues: Complaints can be submitted
for:

Cracks, breaks, or structural
weaknesses.

Significant deviations in
dimensions or finish that impair functionality or deviate from agreed
tolerances (specified in the product description or purchase agreement).

Damage
during transport.

Surface imperfections (e.g.,
glaze issues) that are not characteristic of handmade production.

Artisanal Variations: Minor variations in
dimensions, color, and texture are inherent to handmade ceramic products
and are not grounds for complaint unless they are clearly outside the
agreed tolerances.

Evidence
Required:

Purchase
receipt or invoice.

Photos of the defect or
damage.

Description of the issue,
including specific deviations.

Inspection
Period:

Visible defects must be
reported within 7 days of delivery.

Hidden defects must be
reported within 2 years from the delivery date.

Complaint
Terms for Entrepreneurs and Sole Proprietorships

For Entrepreneurs (B2B Transactions)

Scope: Complaints from entrepreneurs
are addressed under the terms of the purchase agreement, general
commercial conditions, and the Polish Civil Code (Articles 556–576).

Warranty Limitations: Entrepreneurs are not covered
by consumer protections under EU and Polish consumer laws. The seller may
limit or exclude warranty liability in the agreement unless the defect was
intentionally concealed.

Non-compliance
Issues:

Defective
materials or workmanship.

Significant deviations from
agreed specifications or dimensions.

Damage during transport (if
transport was arranged by the seller).

Evidence
Required:

Purchase
invoice.

Photos of the defect or
damage.

Description of the issue,
including the intended use and deviations observed.

Reporting Period: Defects must be reported
within 7 days of discovery, but not later than 12 months from delivery
unless otherwise agreed.

Resolution:

Repair, replacement, or
partial refund, as determined by the agreement.

For Sole
Proprietorships (B2C-like Transactions)

Scope: Sole proprietors purchasing
goods for purposes not directly related to their business activities may
invoke consumer rights under Polish law (Article 3855 of the Civil Code).

Rights
Granted:

2-year statutory warranty for
defects.

Protection against unfair
contractual terms.

Non-compliance Issues: Same as for consumers,
including deviations from specifications, visible and hidden defects, and
transport damage.

Evidence
Required:

Purchase
invoice or receipt.

Photos of the defect or
damage.

Description of the issue,
including observed deviations.

Reporting
Period:

Visible defects must be
reported within 7 days of delivery.

Hidden defects must be
reported within 2 years from the delivery date.

Resolution:

Repair, replacement, or refund
in accordance with consumer protections.

Additional Notes

Submission Process: Complaints can be submitted
in writing via email, by post, or in person, including a detailed
description of the issue and required evidence.

Processing Time: Complaints will be addressed
within 14 calendar days of receipt.

Transport Damage: In cases of damage during
transport, a written protocol with the courier must be completed and
attached to the complaint.

Returns and Refunds: In cases of refunds, payments
will be made within 14 days after the resolution of the complaint.

Let me know
if you’d like further refinements or specific details added!

Unified
Complaint Terms for Ceramic Products with Country-Specific Adaptations

Below are
the unified rules applicable to all European countries, followed by
country-specific adaptations to ensure compliance with local laws and
regulations.

Common
Rules for All European Countries

Legal Framework: Complaints are handled in
accordance with EU directives, including:

Directive 1999/44/EC on consumer sales and
guarantees.

Directive
2011/83/EU on consumer rights.

Directive 2019/771 on the sale of goods.

National laws specific to
individual countries.

Warranty: Products include a 2-year
statutory warranty for defects starting from the date of delivery.

Non-compliance Issues: Complaints may be submitted
for:

Significant deviations in
dimensions or finish impairing functionality (tolerances specified).

Damage
during transport.

Structural weaknesses, cracks,
or glaze defects beyond acceptable artisanal variations.

Artisanal Variations: Handmade ceramic products may
have minor differences in size, color, or texture that are not considered
defects unless outside agreed tolerances.

Evidence
Required:

Proof of purchase (receipt or
invoice).

Photos and/or videos of the
defect or damage.

Description of the issue and
deviation from specifications.

Resolution Options: Depending on the case, the
seller may:

Repair
the defect.

Replace
the product.

Offer a refund (partial or
full).

Reporting
Period:

Visible defects: Report within
7 days of delivery.

Hidden defects: Report within 2
years of delivery.

Country-Specific Adaptations

Poland

Legal Framework: Complaints are processed
under the Polish Civil Code and the Act on Consumer Rights (Ustawa o
Prawach Konsumenta).

Specific Adaptation: For entrepreneurs (B2B),
liability can be limited in the agreement, except for intentional
concealment of defects. Sole proprietors can invoke consumer-like
protections if the purchase is not strictly business-related.

Resolution Timeline: The seller must respond to
complaints within 14 days.

Germany

Legal Framework: Complaints are governed by
the German Civil Code (BGB) and EU directives.

Specific
Adaptation:

If a product is defective, the
consumer can request either repair or replacement immediately.

Sellers have 14 days to
resolve the issue or propose alternative solutions.

Entrepreneurs: Warranty claims for B2B are
subject to the terms in the purchase agreement unless fraud or gross
negligence occurs.

France

Legal
Framework: Complaints are processed under the Code de la
Consommation and EU consumer directives.

Specific
Adaptation:

Legal Guarantee of Conformity: Extends to 2 years
for all products sold.

A defect that appears within 1
year is presumed to have existed at delivery, reducing the burden of
proof on the consumer.

Resolution Timeline: Complaints must be addressed
within a "reasonable timeframe," typically interpreted as 14
days.

Italy

Legal Framework: Governed by the Consumer
Code (Codice del Consumo).

Specific
Adaptation:

Consumers have 2 months
from discovering a defect to report it.

Sellers must address
complaints within 30 days, longer than some other EU countries.

Artisanal products can have
wider tolerances as long as specified at the point of sale.

Spain

Legal Framework: Processed under the Ley
General para la Defensa de los Consumidores y Usuarios.

Specific
Adaptation:

The consumer is entitled to
free repair or replacement within 2 years of delivery.

Visible defects must be
reported within 14 days of delivery.

Resolution Timeline: Sellers must respond within 30
days to avoid liability penalties.

Netherlands

Legal Framework: Complaints are governed by
the Dutch Civil Code and EU consumer laws.

Specific
Adaptation:

Consumers are protected under
the concept of “reasonable expectations of the product.”

Reporting must occur within a
"reasonable time," typically 2 months after discovering
the defect.

Sweden

Legal Framework: Complaints follow the Consumer
Purchases Act (Konsumentköplagen).

Specific
Adaptation:

Consumers have 3 years
to file complaints regarding defects, exceeding the EU minimum.

Visible defects must be
reported as soon as discovered, generally within a reasonable
timeframe.

United Kingdom (Post-Brexit)

Legal Framework: Complaints are handled under
the Consumer Rights Act 2015 and local trade laws.

Specific
Adaptation:

Products must meet
satisfactory quality standards and match the description.

Consumers have 30 days
to reject defective goods for a refund. After that, repair or replacement
is the primary remedy.

Additional
Rules for Entrepreneurs and Sole Proprietors Across Europe

Entrepreneurs
(B2B):

Warranty claims are governed
by contractual agreements.

General liability for defects
can be limited unless fraud or intentional concealment is involved.

Sole
Proprietors:

If the purchase is unrelated
to their business activity, consumer rights apply.

These include the 2-year
statutory warranty and protections against unfair contractual terms.

Would you
like additional countries or refinements for a specific legal jurisdiction?

Here is
the updated text with dots removed before sentences and subparagraphs made into
normal sentences without extra spaces:

Updated
General Principles Applicable to All Product Groups

As a
consumer, one of your most important rights is the right to be informed. Before
making a purchase or entering into an agreement, you are entitled to receive
clear, comprehensive, and accessible information about the product or service,
the seller, and the terms of the transaction. Below are the key aspects you
should be informed about before finalizing a purchase:

Pre-Purchase Information

Product and Service Details

The main features of the product or service being offered. Clear
descriptions of materials, dimensions, and functionality, especially for
handmade or customized items.

Seller Information

The seller’s business name, registration details, and identification
information. Contact details, including an address, email, and (if
available) phone number for efficient communication.

Pricing and Costs

The total price, including taxes, shipping, and any additional fees. For
subscriptions or agreements with recurring payments, the total cost for
the billing period or monthly installments. Clear notification if costs of
communication or returns (e.g., for oversized or non-postable items)
exceed standard charges.

Payment and Delivery

Payment methods and deadlines. Delivery timelines and methods, including
specific conditions for handmade or custom-made products.

Complaints and Returns

The seller’s complaint resolution process, including where to file
complaints if it differs from the main business address. The consumer’s
right to withdraw from an agreement, including the timeframe and procedure
for doing so, along with any associated costs. The seller’s obligation to
provide defect-free goods and details of post-sale services, warranties,
or guarantees.

Contracts and Agreements

If the agreement is ongoing or automatically renewable, the duration,
conditions for termination, and any minimum obligations. The amount and
conditions of any deposit or financial guarantee required. The
functionality and technical compatibility of digital content, if
applicable.

Consumer Protections

The possibility of using out-of-court complaint and dispute resolution
procedures, with guidance on how to access them. Notice of any
circumstances under which the right to withdraw may not apply (e.g.,
custom-made or perishable goods).

Post-Purchase
and Additional Rights

Defective
Products You are entitled to receive goods free from defects. Any deviations
from agreed specifications that impair functionality or quality are subject to
complaint.

Good Practices and Compliance The seller must comply with codes of good
practice, as defined in local and EU regulations, ensuring fair and transparent
commercial practices.

Electronic Dispute Resolution Online sellers are required to inform consumers
about the option to resolve disputes via the EU’s Online Dispute Resolution
(ODR) platform.

Consumer
Confirmation at Checkout

The
seller must ensure that you explicitly acknowledge your obligation to pay
before completing an order. This protects your right to make informed
purchasing decisions.

These
principles ensure that your rights as a consumer are protected and provide
clarity for every stage of the transaction, from pre-purchase to post-purchase
support. For more detailed policies, consult the relevant sections, such as
Warranty, Complaints, and Returns.

Let me
know if you need further adjustments!