Complaints
Complaints – goods not in conformity with the contract
We want every product from morasy.pl to fully match your order. However, if the goods you receive are defective, damaged, differ from the description, or are unfit for use, you may file a complaint. We are liable for any lack of conformity of the goods with the contract that existed at the time of delivery and became apparent within 2 years from that moment. This also applies to personalized products (e.g. name tapes and patches) – for example, when the lettering was made differently than you specified in your order.
For consumers and businesses with consumer rights, we apply the provisions of the ustawa z dnia 30 maja 2014 r. o prawach konsumenta (Polish Consumer Rights Act of 30 May 2014) (Art. 43a–43g). Details are described in § 12 of the document Terms and Conditions.
How to file a complaint
- Submit a complaint by e-mail to morasydladzieci@interia.pl or in writing to Morasydladzieci Joanna Szyda, ul. Tucholska 41, 64-920 Piła. You may use the form below (it is not mandatory). Photos of the defect will be helpful.
- Arrange the return of the goods with us. If the goods are needed to process the complaint, we will indicate a free-of-charge way to send them back. If you send the goods yourself to ul. Bluszczowa 11, 64-920 Piła, we will reimburse the reasonable shipping cost (the cheapest standard shipping method). Please do not send goods under complaint cash on delivery.
- You will receive a response within 14 days from the date we receive the complaint. If we do not respond within this period, it means we have accepted the complaint as justified.
- Remedy: if the complaint is accepted, we will repair or replace the goods at our expense and, in the cases described below, reduce the price or refund the money (within 14 days of receiving your statement).
Your rights
- Repair or replacement – first, you may demand that the goods be repaired or replaced with new ones free of defects. We may choose the other of these options (e.g. replacement instead of repair) if the option you indicated is impossible or would involve excessive costs. Repair or replacement takes place within a reasonable time and without undue inconvenience to you, and we bear all costs (including shipping).
- Price reduction or withdrawal from the contract – you may submit such a statement when:
- we have refused to repair or replace the goods, or have not done so,
- the defect persists despite repair or replacement,
- the defect is so significant that it justifies an immediate price reduction or withdrawal from the contract without prior repair or replacement,
- it is clear from our statement or the circumstances that we will not bring the goods into conformity with the contract within a reasonable time or without undue inconvenience to you.
- The reduced price shall bear the same proportion to the contract price as the value of the non-conforming goods bears to the value of goods conforming to the contract.
- You may not withdraw from the contract if the lack of conformity is insignificant. If the defect concerns only some of the products in the order, the withdrawal may concern only those products (or also the others, if you cannot reasonably be expected to keep only the products that conform to the contract).
- After withdrawing from the contract, you send the goods back at our expense, and we refund the price without undue delay, no later than 14 days after receiving the goods or proof that they have been sent back.
A complaint is different from returning goods without giving a reason within 14 days – this is described on the page Withdrawal from Contract.
If you disagree with the response to your complaint, you may use the free assistance of a municipal or district consumer ombudsman (rzecznik konsumentów) or mediation conducted by the Voivodeship Inspectorate of Trade Inspection (Wojewódzki Inspektorat Inspekcji Handlowej) – details in § 15 of the Terms and Conditions and on the website prawakonsumenta.uokik.gov.pl.
Complaint form template
Copy the fields below into an email, or print them and enclose them with your parcel. Use of the form is not mandatory.
| Addressee | Morasydladzieci Joanna Szyda, ul. Tucholska 41, 64-920 Piła, email: morasydladzieci@interia.pl |
|---|---|
| Full name | ……………………………………………………………………………………. |
| Correspondence address | ……………………………………………………………………………………. |
| E-mail address and phone number | ……………………………………………………………………………………. |
| Order number | ……………………………………………………………………………………. |
| Date of purchase / date of receipt of goods | ……………………………………………………………………………………. |
| Product under complaint (name, size, color, quantity) | ……………………………………………………………………………………. |
| Description of the non-conformity with the contract (what the defect is) | ……………………………………………………………………………………. |
| Date the non-conformity was discovered | ……………………………………………………………………………………. |
| Request (select one): repair / replacement / price reduction by …… PLN / withdrawal from the contract | ……………………………………………………………………………………. |
| Account number for refund (optional, if applicable) | ……………………………………………………………………………………. |
| Attachments (e.g. photos, proof of purchase – optional) | ……………………………………………………………………………………. |
| Date and signature (for the paper version) | ……………………………………………………………………………………. |
A proof of purchase makes it easier to process a complaint, but its absence is not grounds for rejecting it – we can confirm the purchase based on the order number or the payment confirmation.
Warranty
If a warranty has been granted for a product, information about it can be found in the product description. The warranty is additional and does not limit your rights described above.
