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Warranty

Goods sold by the RETIO.pl store are new, original, and come with a high-quality guarantee. If a product defect occurs, you can file a complaint through the store.

How do I file a complaint about a defective product?

The first step should be to send us a message. We will respond with a form to complete.

The goods must be carefully packaged and in good hygienic condition. Please include proof of purchase (a legible photocopy is acceptable) and a printed complaint form with the shipment.

Complaints should be sent to the following address:

Scharmach Consulting Paweł Scharmach
ul. Rokocin 4D
83-200 Starogard Gdański, Poland with the note "COMPLAINT"

Please remember that you return the product at your own expense and risk. Therefore, choose a proven delivery method, such as a courier service, or send a package with proof of delivery. In the event of a justified complaint, the damaged item will be repaired or replaced with another (full-value) item. If this is not possible (e.g., due to stock depletion), we will refund the product price. We will not accept any packages sent at our expense or cash on delivery. Information regarding the complaint resolution process will be provided to you within 14 days of the shipment arriving at our store. All information about the complaint process is communicated to the customer on an ongoing basis.

 

General Warranty Terms and Conditions

 

Definitions

 

  1. "Seller" – PAWEŁ SCHARMACH, an entrepreneur conducting business under the name Scharmach Consulting Paweł Scharmach, entered into the Central Register and Information on Business Activity maintained by the Minister of Development and Finance, Tax Identification Number (NIP) 5922107884, National Business Registry Number (REGON) 220444123, ul. Rokocin 4D, 83-200 Starogard Gdański, POland.

  2. "Buyer" means a consumer or entrepreneur - a natural person, legal person or organizational unit conducting business or professional activity on its own behalf.

  3. "Goods" - movable items, services, tangible goods delivered by the Seller to the Buyer, in accordance with the order confirmation accepted by the Buyer or in accordance with a written order placed by the Buyer, which was accepted by the Seller. This definition does not include consumer goods, as the Seller does not sell consumer goods.

  4. "Sales Administrator" means the person directly responsible on the Seller's part for accepting and fulfilling an order placed by the Buyer.

 

Terms and Conditions

 

  1. Subject to the terms and conditions set out below, the Seller warrants that the goods it delivers will meet their specifications at the time of delivery and will be free from defects in materials and workmanship. Detailed rules regarding the warranty period of individual products offered by the Seller are specified in their descriptions available on the Seller's website: https://www.retio.eu and in the product catalogs.
  2. The warranty for individual systems that do not have the appropriate information in the places indicated above is:

    1. Prints:
      for products used outdoors (e.g., flags) - 3 months,
      for roll-up prints - 6 months,
      for textile prints used indoors and plastic walls used indoors - 1 year.

    2. Aluminum tube systems (textile walls): 5 years.

    3. Aluminum profile systems (Vector, Linear): lifetime warranty.

    4. Economy-class roll-up cassettes: 1 year.

    5. Mid-range roll-up cassettes: 5 years.

    6. Premium roll-up cassettes: lifetime warranty.

    7. LED lighting (external, internal, box backlight): 1 year.

    8. LED lighting (box backlight): 2 years.

    9. Halogen lighting: 1 year.

    10. Carrying bags are not included warranty.

  3. The Seller shall not be liable for any defects resulting from unauthorized, inappropriate or improper use, intentional damage, negligence, improper working conditions, failure to follow the Seller's instructions (oral or written), alterations or repairs to the goods performed by third parties without the Seller's consent, and for defects arising after the risk has passed to the Seller.
  4. The Buyer is obligated to notify the Seller of the defect in the goods using the complaint form or by email to [email protected], with a detailed description of the defects, no later than the third day after the date of delivery of the goods, or no later than the third day after the date the defect was discovered if it is discovered later. Failure to meet the above deadlines will result in the Buyer's warranty claims being void.
  5. The goods subject to the complaint should be returned to the Seller in their original packaging and secured in cardboard, in a condition that allows for safe transport. Inadequately secured and unmarked goods will not be accepted by the Seller and will be returned at the Buyer's expense.
  6. The defective goods will be shipped at the Buyer's expense, and if the complaint is accepted, they will be refunded (by adjusting the cost of the sales invoice for the amount incurred by the Buyer, supported by a copy of the Buyer's invoice). The cost of returning the goods under complaint should be the cost of standard shipping. The Seller does not cover the costs of express shipping in complaint procedures. If the complaint is not accepted, the shipping costs are borne by the Buyer.
  7. The Seller allows for the possibility of considering complaints based on photo documentation sent electronically, without the need to return the goods. The decision on the complaint resolution method rests with the sales administrator.
  8. If the Buyer finds defects in the goods, they may not take any action with them until the complaint procedure is finally concluded.
  9. If the goods prove to be defective, the Seller will, at its own discretion, deliver defect-free goods to the Buyer in place of the defective goods or remove the defect, unless, in consultation with the Buyer, the price for the defective goods is reduced by the Seller in proportion to the existing and documented defects in the goods.
  10. Delivery of the defect-free goods or removal of the defect will take place as soon as possible, taking into account the nature and substance of the defect and the possible need to import defect-free goods or spare parts from abroad for repair. The Seller will notify the Buyer of this deadline immediately after determining the nature of the defect. The maximum deadline for settling the complaint cannot exceed 30 business days.
  11. Delivery of defect-free goods is made at the Seller's expense to the Buyer's registered office via standard shipment. Express shipping is available after the Buyer pays the difference in price between standard and express shipping. Shipping to another address specified by the Buyer is possible, provided the cost does not exceed the cost of shipping to the Buyer's registered office. Proof of purchase is required to submit a complaint.