Returns & complaints

 
Information for the consumer about the right of withdrawal from the contract concluded at a distance

As the consumer you have the right to withdraw from the contract concluded in the Online Shop within 14 days without giving any reason. The deadline to withdraw from the contract expires after 14 days from the date on which you acquire possesion of things or a third party other than the carrier and party indicated by you came into possesion of things. To exercise the right of withdrawal, you must inform us of his decision to withdraw from this contract by an unequivocal statement (e.g. letter sent by post or e-mail). The statement you can send, for example:

  • writing at the address: Mad Mosquito ul. Olszewskiego 21/moduł H, 25-663 Kielce, Poland;
  • in the electronic form via the e-mail at the address: returns@madmosquitostore.com;

 An exemplary model of the withdrawal form is contained in the Annex 2 to the Law on Consumer Rights and additionally in the Online Shop in the tab  „Withdrawal from the contract”. You can use the model of withdrawal form, but it is not mandatory.

To keep the term of withdrawal, enough that you will send information on exercising the right of withdrawal from the contract before the deadline of withdrawal.

In the case of withdrawal of this contract we shall reimburse to you all payments received from you, including the costs of delivery of things (excluding additional costs resulting from your choice of the type of delivery  other than the least expensive ordinary delivery offered by us), immediately and in any event no later than 14 days from the date on which we are informed about your decision to exercise the right to withdraw from this contract . We will make refund of payments using the same payment method that you used for the original transaction, unless expressly agreed otherwise; in any case you will not incur any fees in connection with this refund.  We may withold refund until receipt of things or to the time of receiving of the evidence of their rteturn, depending on which event occurs first.

If you received any thing, please send or deliver it to us at the address: Mad Mosquito ul. Olszewskiego 21/moduł H, 25-663 Kielce, Poland, immediately and in any event no lather than 14 days from the date on which you communicate to withdraw from this contract. The deadline is met if you send back the thing before the deadline of 14 days. You will have to bear direct costs of returning the thing. You are responsible only for a reduction in the value of things resulting from the use of it in a different way that it was necessary to establish the nature, characteristics and functioning of the thing.

 

 

Complaint of the product

Dear Customer,

we care about your rights, including the right to submitting the complaint. Below you will find detailed information regarding our liability for defects in products sold by us, and your rights related to the complaint on the statutory base – from the warranty.

Important! Remember that if also the guarantee is given for the particular product, you can make the complaint based on that – in this case, howeve, the guarantor listed in the guarantee will be the addressee. The guarantee defines every time also the scope of your rights. Remember that exercise of rights of the guarantee does not affect our liability under the warranty,  and that the guarantee does not exclude, limit or suspend your rights under the laws of the warranty for defects in sold goods.

The basis and extent of our liability for product defects under the warranty is determined by applicable laws, in particular the provisions of the Civil Code, and for sales contracts entered into force before 24 December 2014, the Act of 27 July 2002, on special conditions of consumer sales and amending the Civil Code (Journal of Laws of 2002 No. 141, item 1176, as amended).

We have an obligation to deliver the product without defects. We are responsible under the warranty if the physical defect of the product has been declared before the expiry of two years from the date of issue to the buyer. Important! We are responsible under the warranty for physical defects, which existed at the time of transition of danger to the buyer or resulted from causes inherent in goods sold at the same time.

The complaint can be made, for example:

  • writing at the address:  Mad Mosquito ul. Olszewskiego 21/moduł H, 25-663 Kielce, Poland;
  • in an electronic form wia the e-mail at the address: returns@madmosquitostore.com;

Give in the description of the complaint: (1) informations and circumstances relating to the subject of the complaint, in particular the type and date of occurence of the defect; (2) request how to bring the product into conformity with the sales contract or a statement of the price reduction or termination of the sales contract; and (3) your contact data – this makes easy and accelerates consideration of your complaint. Remember that requirements listed in the previous sentence have the form of recommendations only and do not affect the effectiveness of the complaints submitted without the recommended description of the complaint.

Submitting the complaint you can use our exemplary complaint form, but it is not mandatory.

Basic rights of the seller in connection with the product complaint
For sales contracts concluded from 25 December 2014

In this case rights have in principle equivalent character, what means that you can use right away with both the first and second group of rights:

  1. Group: price reduction /money return
    If the sold product has defect, you can make a statement about the price reduction or termination of the contract, unless we will replace the defective product with free from defects or will remove the defect immediately and without undue inconvenience for you.
    Important! This limitation does not apply if the product has been replaced or repaired already by us or  if we did not satisfy the obligation to replace the product with free from defects or remedy the defect.
    • If the customer is a consumer, he may require replacement of the product with free from defects instead proposed by us in accordance with the provisions above to remove defects or request removal of defects instead of replacement, unless bringing of the product into conformity with the sales contract in a manner chosen by you is impossible or would require excessive costs in comparison with the method proposed by us.
    Important! The customer can not terminate the contract, when the defect is immaterial.
  2. Group: repair/replacement
    If the sold product has defect, you can request replacement of the product with free from defects or remedy the defect. We can, however, refuse compensation to your request, if bringing into conformity with the contract of a defective product in a manner chosen by you is impossible or in comparison with the second possible way to enforce compliance with the contract would require excessive costs.

Remember that the client, who shall exercise the rights under warranty is obliged to deliver the defective product at our expense at the address: Mad Mosquito ul. Olszewskiego 21/moduł H, 25-663 Kielce, Poland. If, however, due to the nature of the product or the way of its mounting delivery of it would be extremely difficult, the client is obliged to make available to us the product in the place where the product is located.

We will address your complaint immediately, but not later than within 14 calendar days from the date of its submission. Important! Failing to respond within the deadline means we found the complaint to be justified.

Additional restrictions relating to the product complaint regarding clients who are not consumers may be contained in the regulations of our shop.

Other complaints

In the same way as above, you can submit also complaints related to the provision of electronic services by our Online Shop (e.g. The account or order form) and other complaints related to the operation of our Online shop. 

Give in the complaint description (1) information and circumstances concerning the subject of the complaint, in particular the type and date of occurence of irregularities; (2) your request; and (3) contact data – it makes aesier  and accelerates consider the complaint. Remember that requirements listed in the previous sentence have the form of recommendations only and not affect the effectiveness of complaints submitted without the recommended complaint description.

 

 

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