Exchanges and Refunds

1. Complaints

  1. Complaints may be submitted via the complaint form made available on the Administrator’s website at: https://medastex.pl/reklamacja/ (hereinafter referred to as the “Complaint Creator”). The Complaint Creator allows you to describe the condition of the Goods, including reported damage, and to attach photographic documentation. The information provided via this tool is used to verify the validity of the complaint and determine the appropriate further complaint procedure, including — in justified cases — the possibility of a refund without the obligation to return the Goods by the Consumer.
  2. The complaint process includes:
    • Email contact at info@medastex.pl or via the complaint form, including a description of the issue and photographic documentation (if applicable),
    • Waiting for an initial response and further instructions from the Medas Textile team (up to 3 business days),
    • If the return is accepted — returning the product to the specified address at the Customer’s expense, unless agreed otherwise,
    • The Seller will review the complaint and provide a solution within 14 business days,
    • Please note that minor differences in product color shades resulting from monitor settings, screen calibration, or fabric characteristics do not constitute a defect within the meaning of the Civil Code and do not constitute grounds for a complaint or return.
  3. If a defect in the Goods is found, the Buyer is entitled to submit a complaint under the provisions governing statutory warranty (rękojmia), in accordance with the Act of 23 April 1964 – the Civil Code (Journal of Laws of 2023, item 1610, as amended).
  4. Under the statutory warranty rights, the Buyer may — on the terms and within the time limits specified in the Civil Code — request:
    • a price reduction,
    • replacement of the Goods with items free from defects,
    • in the case of a material defect — submit a declaration of withdrawal from the sales agreement;
  5. Complaints regarding the functioning of the online Store should be sent to the email address specified in §2 of these Terms and Conditions.
  6. The Seller is obliged to examine the complaint within no more than 14 (fourteen) days from the date of receipt of the complaint and receipt of all required information and samples from the Customer.

2. Out-of-court methods for handling complaints and pursuing claims

  1. If the complaint procedure does not result in a resolution satisfactory to the Consumer, the Consumer may use, among others:
    • Mediation conducted by the competent Provincial Inspectorate of the Trade Inspection, to which an application for mediation should be submitted. As a rule, this procedure is free of charge. A list of Inspectorates is available at: https://www.uokik.gov.pl/wazne_adresy.php#faq595 .
    • Assistance of a competent permanent consumer arbitration court operating at the Provincial Inspectorate of the Trade Inspection, to which an application should be submitted for dispute resolution. As a rule, this procedure is free of charge. A list of courts is available at: https://www.uokik.gov.pl/wazne_adresy.php#faq596 .
    • Free assistance from a municipal or district Consumer Ombudsman.
    • The online ODR platform available at: http://ec.europa.eu/consumers/odr/