Complaints and withdrawal from contract

We continuously strive to ensure the highest level of service quality and offered services. We undertake to provide services or sell goods free from physical and legal defects. If the acquired goods or services are not in conformity with the contract, you have the right to lodge a complaint.

How to lodge a complaint

Complaints can be submitted by e-mail or traditional mail to the address:

Prospect Group Sp. z o.o.
ul. 11 Listopada 79
44-330 Jastrzębie-Zdrój
bok@winiety24.eu

Recommended elements of a complaint:

First and Last Name
Address
Phone number and e-mail
Date of contract conclusion
Date of discovery of the complaint reason
Description of the problem
Complaint request
Signature

You can use the complaint form available in the terms and conditions (optional).

Complaint handling procedure

Complaints are handled in accordance with legal provisions, particularly the Civil Code. The processing time is 14 days from submission.

In the absence of contact details, a response will be provided in a manner analogous to the form of complaint submission.

Out-of-court dispute resolution

Consumers can use:

Permanent consumer arbitration court – check the appropriate address
Mediation proceedings – determine the appropriate Inspectorate
Assistance from a consumer ombudsman or consumer organization
ODR platform – go to the service

Details on the UOKiK website.

When can you withdraw from the contract

The right of withdrawal applies to consumers and individuals concluding contracts not directly related to their professional activity.

Exceptions include, among others:

Digital content not supplied on a tangible medium, with the consumer's consent
Goods made to the consumer's specifications

The withdrawal period is 14 days from the date of contract conclusion.

How to withdraw from the contract

The declaration of withdrawal should be sent to the address:

Prospect Group Sp. z o.o.
ul. 11 Listopada 79
44-330 Jastrzębie-Zdrój
bok@winiety24.eu

You can use the withdrawal form included in the terms and conditions (optional).

If the goods have been sent, return them within 14 days.

Consequences of withdrawing from the contract

The contract is considered void. The consumer is only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Reimbursement of payments will be made within 14 days of being informed of the withdrawal, using the same payment method (unless otherwise agreed).