Returns and complaints policy at PBS Connect Polska Ltd.

(effective from 2013 with changes from January 1, 2016, is part of standard cooperation agreements with clients)

Complaints

1/ Any quantitative and qualitative complaints must be submitted to the Company on the document COMPLAINT-RETURN OF GOODS in the form of an attachment to the e-mail address: reklamacje@pbspolska.eu. With the consent of the Complaints Department, it is allowed to make a notification on the Buyer's document only if it has all the features of the COMPLAINT-RETURN OF GOODS document.
2/ Quantitative and qualitative complaints The Buyer has the right to submit within 7 days from the date of delivery.
3/ Complaints regarding mechanical damage caused during transport will be considered only on the basis of a complaint protocol drawn up in the presence of the carrier.
4/ For goods damaged or with hidden defects, the Purchaser is obliged to send, apart from the document - COMPLAINT/RETURN OF GOODS, also a detailed description of the damage/defect and photographic material showing the damage/defect.
5/ The maximum waiting time for considering the complaint depends on the correct completion and sending of the document - COMPLAINT/RETURN OF GOODS and accompanying documents - to the Company.
If all formalities are properly completed, the Buyer will be informed about the decision within 7 days from the date of submitting the complaint. Possible issuance of a correcting invoice will take place within 14 days from the date of the decision.

Returns

1/ All planned returns of goods must be reported to the Company on the document COMPLAINT-RETURN OF GOODS in the form of an attachment to the e-mail address: reklamacje@pbspolska.eu. With the consent of the Complaints Department, it is allowed to make a notification on the Buyer's document only if it has all the features of the COMPLAINT-RETURN OF GOODS document.
2/ The buyer has the right to return products:
a/ which he did not order and were in his possession due to the fault of the Company;
b/ with hidden defects;
c/ having mechanical damage caused by the fault of the Company.

The cost of transporting the return from the above-mentioned reasons are borne by the Company.

3/ In the case of returning products not listed in point 2 The Company has the right to refuse to accept the return of goods with the following restrictions:
a/ more than 10 SKUs in a given calendar month;
b/ above PLN 1,000 net in a given calendar month;
c/ more than 14 days from the date of purchase;
d/ the period of warranty or usefulness of the products has expired;
e/ the product was imported on special order or is the Buyer's own brand;
f/ the product was purchased at a special promotional price;
g/ the COMPLAINT/RETURN document was filled in incorrectly;
h/ returned goods bear signs of use or do not have original packaging.

The cost of transport from reasons are borne by the Buyer.

4/ All returns must be processed by the Company within 7 days and the Buyer will be informed about the date and method of receipt of the return.
5/ The Buyer is obliged to:
a/ preparing the return in accordance with the accepted document - COMPLAINT/RETURN OF GOODS and attaching complete documentation to the shipment,
b/ protect the goods against damage in transport and release the shipment to the carrier in accordance with the Company's order.
6/ At the time of receipt of the return, the Carrier confirms to the Buyer the number of collective packages. The final quantitative and qualitative check of the return will take place in the Company's warehouse.
7/ Products returned, not accepted by the Company or damaged in transport as a result of careless packaging, will be returned to the Purchaser at his expense.
8/ A correcting invoice will be issued within 14 days from the date of receipt of the return from the Buyer.

Download Returns and complaints policy at PBS Connect Polska Sp. z o. o.

Download the COMPLAINT-RETURN document

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