COMPLAINTS

In the event that a customer finds technical defects or damages incurred during delivery in the received goods, they should report it through the complaint form or by email at serwis@engwe.eu. We prefer contact through the form for easier and faster complaint handling.
The store administrator will determine with you the method of collection for the claimed goods.
We do not accept any shipments sent cash on delivery. We will refund the costs associated with sending back the claimed goods immediately after receiving the package and considering the complaint.
The returned goods should be accompanied by an invoice, a receipt, or a printout of the purchase confirmation received via email. All complaints are considered no later than within 14 days of their receipt.
Damaged goods will be exchanged for another full-value product, and if this will be impossible, for example, due to a lack of stock, we will refund the buyer the equivalent of the product’s price or offer them other goods available in the store to choose from.
It is our legal obligation to deliver the ordered goods without defects. However, if the received product has hidden defects or becomes damaged during use due to reasons not attributable to the user, you can make use of the warranty right.
The length of the warranty we provide varies between 6 months to 1 year and is specified in the product description and on the website www.engwe.pl/gwarancje. The basis for accepting a complaint is proof of purchase in the form of an invoice issued by us or a copy of the end customer’s purchase proof in the case of further resale. As a rule, the faulty goods should be returned to the seller to enable the examination of the complaint’s validity. In case of doubt, please contact your sales representative to determine the details.
For the complaint to be processed quickly and efficiently, the following conditions should be met:
WARRANTY CONDITIONS:
The warranty period ranges from 6 months to 1 year, counting from the date of purchase or further resale (details are provided directly in the offers). The warranty is valid exclusively in the territory of the Republic of Poland.
Repairs/replacements of equipment during the warranty period are performed by the Guarantor.
If a defect or damage to the equipment is found during the warranty period, it will be removed free of charge within 14 days from the date the equipment is delivered to the Guarantor.
Equipment for repair should be delivered to the Guarantor in the original factory packaging. If the complete packaging is missing, the risk of damage during transport is borne by the complainant.
The claimed products are collected periodically from the customer in accordance with the agreement via a courier after prior written notification of the complaint through the complaint form or the email address serwis@engwe.eu.
The condition for accepting the device for warranty repair/exchange is the provision by the complainant of:
a proof of purchase copy/original
the claimed product (without accessories) with the manufacturer’s seals intact (if applicable to the claimed product).
The Guarantor may refuse to carry out the warranty repair/replacement if there is a violation of seals or signs of repairs made by unauthorized persons.
The warranty does not cover equipment:
altered or used contrary to its intended purpose,
mechanically damaged (damages resulting from dropping the product, short circuit in the electrical installation, contamination, etc.),
damaged due to improper use or incorrect installation,
Warranty coverage does not include activities related to basic operational maintenance, e.g., equipment installation.
In the case of an unjustified complaint (after the Guarantor confirms the correct operation of the equipment) or rejection of this warranty, the Contracting Party covers the cost of transporting the device to and from the Guarantor.
The Guarantor will not be liable for the timeliness of warranty services if their activity is disrupted by unforeseen circumstances of force majeure.
Beyond this warranty, there are no other explicit warranties, written or oral.
The warranty on the sold consumer goods does not exclude, limit, or suspend the buyer’s rights arising from the provisions of the warranty for defects in the sold goods.
In accordance with art. 558 § 1 of the Civil Code, the Seller’s liability under the warranty for the Product towards the Contracting Party who is not a consumer is limited to 12 months from the date of purchase.
Products intended for assembly and connection to the network are guaranteed only on condition that they are installed by specialized and qualified fitters, confirmed by proof of purchase of such a service (invoice or receipt).
If you have any questions, please contact us:
Email: serwis@engwe.eu
or via the contact form