Complaints and returns

1. Warranty period and scope

• ITSELL provides a 12-month warranty for all products for which it is the importer, manufacturer, or distributor.
• The warranty is valid only in the Republic of Poland.
• Warranty rights are only granted to the Buyer who has concluded the sales contract – they cannot be transferred to other persons or entities.

2. Warranty

• Pursuant to Article 558 §1 of the Civil Code, warranty liability is excluded in B2B transactions.

3. Receipt of shipment

The Buyer should inspect the shipment in the presence of the courier, paying particular attention to:

• mechanical damage,
• shortages in the shipment,
• non-compliance of the goods with the sales document,
• broken or torn seals.

In the event of irregularities, the Buyer:

• draw up a damage report with the courier – this is the only basis for a transport complaint,
• report the situation to ITSELL within 3 days of receipt to their sales representative or by email: [email protected].

Failure to report within the deadline = loss of rights related to damage in transport.

4. Inspection of goods after delivery

The Buyer is obliged to:

• inspect the received goods in the customary manner,
• report any defects within 7 calendar days of receipt at the latest,
• keep the proof of purchase (VAT invoice) – necessary for the complaint to be considered.

5. Filing a complaint

• Complaints should be submitted in writing to: [email protected] or to your sales representative.
• The complaint must be sent no later than 7 days after the defect is discovered.
• Complaints submitted after the deadline or sent in any other way may be rejected.

6. Returning the product for complaint

The following must be included with the complaint shipment:

• complaint form
• proof of purchase,
• list of products being complained about — if the complaint concerns several items.

Return address:

ITSELL
ul. Golikówka 7
30-723 Kraków

Additional rules:

• The buyer covers the cost of returning the goods.
• The goods must be properly secured — ITSELL is not responsible for damage caused by improper packaging by the buyer.

7. Complaint handling procedure

After a complaint has been accepted, ITSELL will:

• replace the product with a defect-free item,
• or — if replacement is impossible or too costly: repair the product,
• or withdraw from the contract and refund the Buyer the value of the goods.

Additionally:

• new or refurbished parts may be used in repairs,
• the decision on how to handle the complaint is up to ITSELL.

8. Deadlines

• Complaints are considered within 14 business days of receiving a complete report.
• Incomplete reports may extend the processing time.

9. Warranty exclusions

The warranty does not cover:

• mechanical damage,
• transport damage without a damage report,
• damage caused by the user,
• incorrect or non-compliant use,
• interference by unauthorized persons/independent repairs,
• products with removed or broken seals,
• natural wear and tear resulting from use.

10. Goods not covered by the warranty

• If the goods do not meet the warranty conditions, they will be returned to the Buyer at their expense.

11. Warranty period

• The entire ITSELL range is covered by a uniform 12-month warranty period.
• Repair or replacement of goods does not extend the warranty.

12. Scope of ITSELL's liability

ITSELL is only liable for damages that constitute a real, direct loss to the Buyer.
The company is not liable for:

• indirect damage,
• damage resulting from the Buyer's actions or omissions,
• lost profits.
• Translated with DeepL.com (free version)