We care about your satisfaction, which is why we pay due attention to each order.
If for some reason you are not satisfied with the products you receive, you can return them intact, in accordance with the Consumer Protection Act.
Withdrawal from the contract (return of goods):
Below is information on the withdrawal procedure from a distance contract:
As a consumer, you have the right to withdraw from the contract concluded in the Online Store within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (for example, a letter sent by post or e-mail). You can send the statement, for example:
- in writing to the following address: ANRA Lidia Marciniak, Asnyka 25, 67-100 Nowa Sól;
- in electronic form via e-mail to the following address: sklep@anra-garden.com;
An exemplary model withdrawal form is included in Annex 2 to the Consumer Rights Act and additionally available on the website of our store - withdrawal form. You can use the model withdrawal form, but it is not obligatory.
To meet the deadline to withdraw from the contract, you only need to send information regarding the exercise of your right to withdraw from the contract before the deadline to withdraw from the contract.
In the event of withdrawal from this contract, we will refund all payments received from you, including the costs of delivering the goods (except for additional costs resulting from the method of delivery chosen by you other than the cheapest standard delivery method offered by us), immediately, and in any case no later than 14 days from the date on which we were informed about your decision to exercise the right to withdraw from this contract. We will refund the payment using the same payment methods that you used in the original transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of this reimbursement. We may withhold the reimbursement until we receive the item or until proof of its return is provided to us, whichever occurs first.
If you have received the item, please send it back or give it to us to the following address: ANRA Lidia Marciniak, ul Asnyka 25, 67-100 Nowa Sól, immediately, and in any case no later than 14 days from the day on which you informed us of your withdrawal from this agreement. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only responsible for reducing the value of things resulting from using it in a different way than was necessary to establish the nature, characteristics and functioning of things.
Product complaint:
Dear Customer,
we care about your rights, including the right to file a complaint. Below you will find detailed information on our liability for defects in the product sold by us and your rights related to the complaint on the statutory basis - under the warranty.
Important! Remember that if a given product has also been granted a warranty, you can also make a complaint on its basis - in this case, however, the addressee will be the guarantor indicated in the warranty. The warranty also defines the scope of your rights each time. Remember that the exercise of rights under the warranty does not affect our liability under the warranty and that the warranty does not exclude, limit or suspend your rights under the provisions on warranty for defects in the sold item.
The basis and scope of our liability for product defects under the warranty is determined by generally applicable law, in particular the provisions of the Civil Code, and for sales contracts concluded until December 24, 2014, the provisions of the Act of July 27, 2002 on special terms of consumer sales and on the amendment of 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 liable under the warranty if a physical defect of the product is found within two years from the date of its delivery to the buyer. Important! We are liable under the warranty for physical defects that existed at the time the danger passed on to the buyer or that resulted from a cause inherent in the item sold at the same time.
You can submit a complaint, for example:
- in writing to the following address: ANRA Lidia Marciniak, Asnyka 25, 67-100 Nowa Sól;
- in electronic form via e-mail to the following address: sklep@anra-garden.com;
Provide in the description of the complaint: (1) information and circumstances regarding the subject of the complaint, in particular the type and date of the defect; (2) a request for a method of bringing the product into compliance with the sales contract or a declaration of price reduction or withdrawal from the sales contract; and (3) your contact details - it will facilitate and speed up the consideration of your complaint. Remember that the requirements set out in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.
When submitting a complaint, you can use our sample complaint form, but it is not obligatory.
Remember that the customer who exercises the rights under the warranty is obliged to deliver the defective product at our expense to the following address: ANRA Lidia Marciniak, Asnyka 25, 67-100 Nowa Sól. However, if, due to the type of product or the method of its installation, its delivery would be excessively difficult, the Customer is obliged to make the product available to us in the place where the product is located.
We will respond to your complaint immediately, no later than within 14 calendar days from the date of its submission. Important! Failure to respond to the above-mentioned deadline means that we consider the complaint justified.
Additional restrictions related to the product complaint regarding non-consumer customers may be included in the regulations of our store.
Other complaints
In the same way as above, you can also submit a complaint related to the provision of electronic services via our online store (e.g. an account or order form) and other complaints related to the operation of our online store.
In the description of the complaint, provide (1) information and circumstances regarding the subject of the complaint, in particular the type and date of occurrence of the irregularity; (2) your request; and (3) contact details - it will facilitate and speed up the consideration of the complaint. Remember that the requirements set out in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.
You can contact us with any problem at: sklep@anra-garden.com - we will try to answer as soon as possible.
At the address http://ec.europa.eu/consumers/odr a platform for the online dispute resolution system between consumers and entrepreneurs at the EU level (ODR platform) is available. The ODR platform is an interactive and multilingual website with a one-stop shop for consumers and entrepreneurs seeking out-of-court settlement of a dispute regarding contractual obligations arising from an online sales speech or contract for the provision of services.