Complaints - NAVIN PL

If goods purchased in our store arrive damaged, defective, or otherwise inconsistent with the contract, you can file a complaint. Below you will find information on the complaints procedure.

You can file a complaint within 2 years of receiving the goods.

We recommend inspecting the condition of the shipment upon receipt. If you notice damage to the packaging or goods during delivery, it is recommended to complete a damage report in the presence of the courier. Such a report can facilitate complaint processing, but its absence does not waive your right to file a complaint.

If you were unable to inspect the shipment upon receipt, you can also complete a damage report after delivery, in accordance with the carrier's procedures.

If you discover damage to the shipment, missing items in your order, or other discrepancies, please contact our store as soon as possible. A prompt report facilitates the efficient complaint process and takes appropriate action.

COMPLAINTS PROCEDURE

STEP 1 – FILE A COMPLAINT

With a complaint, you can:

1. DEMAND THAT THE GOODS BE REPAIRED OR REPLACED, OR

"The seller will repair or replace the goods within a reasonable time from the moment the consumer informs them of the lack of conformity with the contract and without excessive inconvenience to the consumer, taking into account the nature of the goods and the purpose for which the consumer purchased them. The seller will bear the costs of repair or replacement, including, in particular, postage, shipping, labor, and materials. The choice between replacement and repair rests with the consumer. However, if fulfilling the consumer's request is impossible or would require excessive costs for the seller, the seller may:

• replace the goods instead of repairing them,

• repair the goods instead of replacing them."

2. SUBMIT A DECLARATION OF PRICE REDUCTION OR WITHDRAWAL FROM THE CONTRACT

"If the seller:

• refused to repair or replace the goods,

• failed to repair or replace the goods,

• attempted to repair or replace the goods, but the goods still do not conform to the contract,

• stated that they will not repair or replace the goods within a reasonable time or without undue inconvenience to the consumer,

then the consumer has the right to demand a price reduction or – in the case of a significant lack of conformity – to withdraw from the contract. If the lack of conformity is significant, the consumer may demand a price reduction or withdraw from the contract without first exercising the right to demand repair or replacement. The reduced price should be in proportion to the price resulting from the contract in which the value of the non-conforming goods is in proportion to the value of the conforming goods. The seller should refund to the consumer any amounts due as a result of exercising the right to reduce the price immediately, no later than within 14 days of receiving the consumer's declaration of price reduction."

Please send your complaint by email to: sales@navin.pl

In your complaint, please provide:

1. your name and surname;

2. your order number or invoice number; your contact phone number;

3. a description of the discrepancy or damage found, along with photos of the defect or damage;

4. your complaint request (repair, replacement, price reduction, or withdrawal from the contract).

STEP 2 – RESPONSE TO YOUR COMPLAINT

We will respond to your complaint within 14 days of receiving it.

If your complaint requires further clarification, we will contact you for additional information.

STEP 3 – HANDLING YOUR COMPLAINT

Repair or Replacement of Goods

If your complaint is accepted and you choose repair or replacement, we will arrange with you how to collect the product or how to return it at our expense.

After reviewing your complaint, we will deliver the repaired or new goods to you. Price Reduction

If your complaint regarding a price reduction is upheld, a refund of the appropriate portion of the price will be made immediately, no later than 14 days from the date the complaint is accepted.

Withdrawal from the Contract

If your complaint is upheld and you withdraw from the sales contract, we will inform you how to return the goods.

The goods must be properly protected for transport. We recommend using the original packaging whenever possible.

Refunds will be made immediately, no later than 14 days from the date of receipt of the goods or proof of their return.

Refunds will be made using the same payment method used for purchase, unless we mutually agree on a different refund method.

If you have any questions or concerns regarding complaints in our store, please contact us by e-mail at sales@navin.pl or by phone at: +48 576-192-914 .