Complaints and returns

Regulations "Complaints and Returns"

1. The terms defined in § 1 of the Online Store Regulations apply accordingly to these “Complaints and Returns” Regulations.
2. The Online Store Customer has the right to file a complaint regarding a defective Product.
3. In accordance with art. 38 sec. 1 item 4 of the Act of 30 May 2014 on consumer rights, the right to withdraw from the contract does not apply to the Customer if the subject of the service is a product that spoils quickly or has a short shelf life. In the event that the Customer orders Products that have a short shelf life or spoil quickly (which include all broths offered in the Online Store), the right to return is excluded.
4. In accordance with Article 38, paragraph 1, point 4 of the Consumer Rights Act, in the case of Products that are goods delivered in a sealed package that cannot be returned after opening the package due to health protection or hygiene reasons, the right of withdrawal does not apply if the package was opened after the Product was delivered.
5. The basis and scope of the Seller's liability towards the Customer, in the event of physical or legal defects of the Product, are generally applicable provisions, in particular the provisions of Articles 556-576 of the Civil Code (warranty for defects in the sold item).
6. The Seller undertakes to deliver to the Customer a Product free from physical and legal defects.
7. A complaint about the Product may be submitted by the Customer in writing to the Seller's registered office address or electronically to the following e-mail address: hello@motherofgut.com.
8. The Seller recommends that the Customer include basic information in the complaint, i.e. contact details, information about the Product that the complaint concerns, the type and date of the product's non-conformity with the order, the method of bringing the Product into compliance with the Sales Agreement. The Seller indicates that these are only recommendations and do not affect the effectiveness of the complaint submitted by the Customer.
9. If the Customer submits a complaint, the Seller will, at the Customer's choice, replace the Product with a new one or refund the Customer the amount equivalent to the purchase price (along with the paid delivery to the Customer).
10. The Seller undertakes to consider the Customer's complaint immediately, but no later than within 14 calendar days from the date of its submission.
11. If the Customer who is a Consumer, exercising the rights arising from the warranty, requests the exchange of the goods, removal of the defect or submits a declaration of a price reduction, indicating the amount by which the price is to be reduced, and the Seller does not respond to this request within 14 calendar days, it is deemed that the Seller has accepted this request.
12. In the event of any deficiencies in the submitted complaint, the Seller will ask the Customer to supplement them in accordance with the address details provided in the complaint.
13. The Customer will be informed about the method of handling the complaint in accordance with the data provided in the complaint.
14. The Customer exercising the rights under the warranty is obliged to deliver the defective Product to the following address: MOG Nutrition PSA, Al. Jerozolimskie 200, 02-486 Warsaw – the delivery of the Product subject to the complaint is at the Seller’s expense .
15. In case of any doubts or questions regarding the complaint, the Customer may contact the Seller at the following e-mail address: hello@motherofgut.com.