Returns and complaints

Complaints
MasterWeld Sp. z o.o. is an official representative of the products in its offer – and we are responsible for the warranty of the respective goods (its terms are indicated on the warranty card). It is possible to submit a claim under the guarantee to our official manufacturer’s service, which is indicated on the guarantee card.

In the event of a quantitative or qualitative complaint, it is recommended that a damage report be drawn up in the presence of the person delivering the order.

The complaint process depends on the customer’s choice of the legal basis for the claim:

manufacturer’s guarantee (processing and implementation of the complaint within the time limit and under the terms of the guarantee card)
or the seller’s warranty for defects (the course of the procedure in accordance with the Consumer Rights Act of 30 May 2014).
The Seller shall be liable for physical defects of the purchased Goods under the terms of the Consumer Rights Act of 30 May 2014.

Complaints arising from violations of customer rights should be addressed to: masterweld@paton.pl

We undertake to consider each complaint within 14 days. In the event that the deadline is extended, we will inform the customer of the exact date on which the complaint will be dealt with. We stipulate that the deadline for processing the complaint (up to 14 days) is not a completion date.

If the complaint is not accepted, the customer will be informed of the shop’s position in writing within 14 days, stating the reasons for the decision. Failure to provide such information within the specified period means that the complaint is acknowledged and fulfilled.

Cases concerning the violation of consumer rights and interests can be brought to the Consumer Ombudsman:

in person,
in writing by post
or electronically via the electronic application available on the ePUAP platform.
In order to obtain legal assistance or advice, all documents concerning the matter in question must be presented, e.g. contracts, invoices, guarantee documents, receipts.

In order to start the complaint procedure, you need to download a special complaint protocol, available below, fill it in and deliver it to us in one of the following three forms:

Sending a scan by e-mail to: masterweld@paton.pl
Sending by post to the address of MasterWeld Sp. z o. o. 4 Kapitałowa Street, 35-213 Rzeszów
Delivering in person at our shop – MasterWeld Sp. z o. o., 4 Kapitałowa Street, 35-213 Rzeszów.
Protokol-reklamation-MasterWeldDownload
Returns in the online shop
Every customer has the right to withdraw from a contract concluded remotely within a period of 14 days without giving a reason (counted from the day on which you came into possession of the product or its last component part).

In order to withdraw from the contract, please fill in the Statement of Withdrawal and send it to masterweld@paton.pl.

The model form is not obligatory – any other form of withdrawal that is an unequivocal statement will also work.

To meet the withdrawal deadline, it is sufficient to send this information before the deadline.

Model-formula-separation-from-contract-masterweldDownload
Out-of-court complaint and redress procedures.
The consumer may make use of out-of-court complaint and redress procedures. If the consumer wishes to make use of the possibilities for the amicable resolution of disputes concerning online purchases, he can submit his complaint, for example via the EU online ODR platform, available at: http://ec.europa.eu/consumers/odr/

Detailed information on returns
Withdrawal from the sales contract
You have the right to withdraw from this contract within 14 days without giving any reason.
In the case of the sale of one good, the withdrawal period shall expire after 14 days from the day on which you take possession of the good or from the day on which a third party other than the carrier and indicated by you takes possession of the good.
In case of the purchase of multiple goods which have been delivered separately, the period for withdrawal shall expire after 14 days from the day on which you acquire possession of the last good or on which a third party other than the carrier and indicated by you acquires possession of the last good.
In the case of the purchase of goods which are delivered in instalments or parts, the withdrawal period shall expire after 14 days from the day on which you have taken possession of the last instalment or part or on which a third party other than the carrier and indicated by you has taken possession of the last instalment or part.
In the case of a contract subject to regular delivery of goods during a defined period of time, the withdrawal period shall expire after 14 days from the day on which you have acquired possession of the first item or on which a third party other than the carrier and indicated by you has acquired possession of the first item.
In order to exercise your right of withdrawal, you must inform us, i.e. MasterWeld Sp. z o. o., 35-213 Rzeszów, ul. Kapitałowa 4, telephone no: 22 290 86 96, e-mail: masterweld@paton.pl about your decision to withdraw from this contract by an unequivocal statement (for example, a letter sent by post, fax or e-mail). You may use the model withdrawal form available on our website, but this is not obligatory.
You may also fill in and submit a withdrawal form or any other unequivocal statement electronically on our website https://paton.pl/zwrot-towaru/. If you use this option, we will send you an acknowledgement of receipt of your notice of withdrawal on a durable medium (for example, by e-mail) without delay.
If you withdraw from the Sales Contract, it shall be deemed not to have been concluded.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of your right of withdrawal before the withdrawal period has expired.
If the Consumer has made a declaration of withdrawal from the Sales Contract before the Seller has accepted his offer, the offer shall cease to be binding.
The Seller shall be obliged to reimburse all payments made by the Consumer, including the cost of Delivery of the Goods to the Consumer, immediately, but not later than within 14 days of receipt of the Consumer’s declaration of withdrawal from the Sales Contract. The Seller may withhold reimbursement of payments received from the Consumer until it has received the Goods back or the Consumer has provided evidence of having sent the Goods back, whichever event occurs first.
If the Consumer exercising the right of withdrawal has chosen a method of delivery of the Goods other than the cheapest ordinary method of delivery offered by the Seller, the Seller shall not be obliged to reimburse the Consumer for the additional costs incurred by the Consumer.
The Consumer shall be obliged to return the Goods to the Seller immediately, but no later than within 14 days from the date of withdrawal from the Sales Contract. To meet the deadline it is sufficient to return the Goods to the Seller’s address before the expiry of this period.
In the case of withdrawal, the Customer who is a Consumer shall bear only the direct costs of returning the Goods.
If, due to its nature, the Goods cannot be sent back by post in the usual manner, the Seller shall inform the Consumer about the cost of returning the item on the Shop’s Website. The cost of such return shipment is estimated at a maximum of PLN 150 (applies mainly to large-size parcels requiring pallet shipment).
The Consumer shall be liable for any diminished value of the Goods resulting from their use beyond what is necessary to ascertain the nature, characteristics and functioning of the Goods.
The Seller shall reimburse the payment using the same method of payment used by the Consumer unless the Consumer has expressly agreed to another method of reimbursement that does not involve any costs for the Consumer.
The consumer’s right of withdrawal is excluded in the case of:

a contract in which the price or remuneration depends on fluctuations in the financial market which are not under the trader’s control and which may occur before the end of the withdrawal period;
a contract for the supply of an item which is not prefabricated, manufactured to the consumer’s specifications or intended to meet the consumer’s individual needs;
a contract in which the object of the performance is an item which deteriorates rapidly or has a short shelf life;
a contract in which the object of performance is an item supplied in a sealed package which cannot be returned after opening for health or hygienic reasons, if the package has been opened after delivery;
a contract in which the object of the performance is an item which, after delivery, by its very nature becomes inseparable from other items;
a contract for the supply of alcoholic beverages, the price of which has been agreed upon at the time of the conclusion of the sales contract, the delivery of which can only take place after 30 days and the value of which depends on fluctuations in the market which cannot be controlled by the trader;
a contract in which the consumer has specifically requested the trader to come to him for the purpose of carrying out urgent repairs or maintenance. If the trader provides services in addition to those requested by the consumer or goods other than replacement parts necessarily used in performing the repair or maintenance, the consumer has a right of withdrawal for the additional services or goods;
a contract for the supply of sound or visual recordings or computer programs supplied in sealed packaging if the packaging is opened after delivery;
a contract for the supply of newspapers, periodicals or magazines with the exception of a subscription contract;
a contract concluded at a public auction;