PROCEDURE FOR COMPLAINT SETTLEMENT

• Complaints should be sent to the Seller in writing to: Lily Was Here by Liliana Kupidura, Klwaty 110, 26-660 Jedlińsk, Poland. The customer can use the complaint model available in the store, but this is not a condition for considering the complaint.
• Complaints regarding mechanical damage to the shipment, arising during transport, will be considered only after drawing up a damage report, signed by the recipient and supplier of the parcel (courier company) and after sending it to the Seller’s address: Lily Was Here by Liliana Kupidura, Klwaty 110, 26 -660 Jedlińsk, Poland. Always before sending the parcel, check whether the packaging of the package does not bear the signs of damage. If the packaging is damaged or open, do not accept the parcel and make a damage report in the presence of the courier and contact the Seller as soon as possible. Checking the parcel on delivery is a necessary condition to take into account possible customer’s dissipation for damage or robbery of the shipment in transit.
• The complaint should contain a detailed description of the problem and the client’s request, possibly also photographic documentation.
• The seller undertakes to review the complaint within 14 days. If the Seller does not comment on the Customer’s complaint within 14 days, it is considered that he considered it justified.
• If the complaint is recognized, the Seller will take appropriate action.
• There is a possibility of using extrajudicial means of dealing with complaints and pursuing claims in legal relations with Consumers, including:
1) the possibility of resolving disputes by electronic means via the ODR (online dispute resolution) platform, available at http://ec.europa.eu/consumers/odr/
2) the possibility of conducting amicable proceedings before a common court or arbitral tribunal or other bodies
3) the possibility of conducting mediation proceedings with the participation of an independent mediator.

• Complaints regarding the difference in the appearance of the Goods ordered with the received, which result from differences in monitor parameters settings, in particular differences in colors and shades, do not constitute grounds for returning the goods.

FORM OF A COMPLAINT FORM

…………………………………………
(Client’s first and last name)
……………………………………… ..
…………………………………………
(Customer’s correspondence address)
…………………………………………
(contact phone number)

Liliana Kupidura
Lily Was Here by Liliana Kupidura
Klwaty 110
26-660 Jedlińsk
lily@lilywashere.eu

COMPLAINT

I declare that I am lodging a complaint regarding a sales contract concluded on ………………………………………… regarding the purchase of the following goods:

1) ………………………………………………………………… for the price ……………………………………,
2) ………………………………………………………………… for the price ……………………………………,
3) ………………………………………………………………… for the price ……………………………………

The above mentioned product is defective because ………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… ……………………………………………………………… …………………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… …………………………………………………………………………………… …………………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… ……………………………………………………………………………………………………………. …………………… ………………………………………………………………………………………………………………. ………………… …

I enclose / not attach to this complaint * photographs showing the above defectiveness of the goods.

The above-described non-compliance of the goods with the contract is significant / irrelevant *.

In connection with the above, if I accept the complaint, I request **:
1) presenting by the Seller proposals for the removal of the defect, or
2) I am requesting the exchange of goods for a new one, or
3) I demand removal of the defect, unless it is impossible to bring the goods into compliance with the contract in a selected manner, or would require excessive costs in comparison with the method proposed by the Seller. I acknowledge that when assessing the excess of costs, the value of the goods without defects, the nature and significance of the defect is taken into account, and the inconvenience that another way of satisfying my claims would expose me to,
4) ……………………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………………………… ……

I am aware that the personal data provided by me will be processed by the Seller for purposes related to the execution of this complaint and fulfillment of related claims, on the terms set out in the relevant legal provisions. I know that I have the right to request the data controller to access my data, rectify it, delete or limit processing, or object to the processing, and the right to submit a complaint to the supervisory authority.

……………………………………………………
(name, surname and signature of the client)

Additional information from the Seller:
The personal data provided by you will be processed by the Seller for purposes related to the execution of your complaints and fulfillment of related claims, on the terms set out in the relevant legal provisions. You have the right to request from the data controller access to your data, rectification, deletion or limitation of processing or opposition to processing, as well as the right to lodge a complaint with the supervisory authority. More information is contained in the document “Information from the controller of personal data”.

–
* delete as appropriate.
** a choice should be made and the remaining ones should be deleted.

WITHDRAWAL FROM THE AGREEMENT

• The withdrawal from the Agreement by the Seller or the Customer may take place on the terms specified in the provisions of the Civil Code (Dz.U.2017.459 i.e., as amended).
• The consumer has the right to withdraw from the Agreement within 14 days from the date of receipt of the Goods.
• Information on withdrawal from the Agreement by the Consumer is contained in the instruction on the right of withdrawal, available on the Store’s website.
• The right to withdraw from the Agreement is not available to the Consumer in relation to some contracts, i.e .:
• for the provision of services, if the Seller has fully provided the service with the express consent of the Consumer who has been informed before the provision that he will lose the right to withdraw from the Agreement upon the Seller’s performance;
• in which the price or remuneration depends on fluctuations in the financial market over which the Seller has no control and which may occur before the deadline for withdrawing from the Agreement;
• in which the commodity is a non-prefabricated item, manufactured according to the Consumer’s specification or serving to satisfy his individual needs;
• in which the commodity is subject to rapid deterioration or having a short shelf-life;
• in which the item is delivered in a sealed package, which after opening the package can not be returned due to health protection or hygiene reasons, if the packaging was opened after delivery;
• in which the Goods are things that after delivery, due to their nature, are inseparably connected with other things;
• in which the Goods are alcoholic beverages, the price of which was agreed at the conclusion of the Agreement, and whose delivery may take place only after 30 days and whose value depends on fluctuations in the market over which the Seller has no control;
• in which the Consumer expressly demanded that the Seller should come to him for urgent repair or maintenance; if the Seller provides additional services other than those whose performance the Consumer has demanded, or supplies things other than spare parts necessary to perform the repair or maintenance, the right to withdraw from the Agreement is entitled to the Consumer with regard to additional services or items;
• in which the Goods are sound or visual recordings or computer programs delivered in a sealed package, if the packaging has been opened after delivery;
• for delivering newspapers, periodicals or magazines, with the exception of a subscription agreement;
• concluded through a public auction;
• for the provision of accommodation services, other than for residential purposes, transport of goods, car rental, catering, services related to leisure, entertainment, sports or cultural events, if the contract indicates the day or period of service provision;
• for delivery of digital content that is not recorded on a tangible medium, if the fulfillment of the service began with the Consumer’s express consent before the deadline for withdrawal and after informing the Seller about the loss of the right to withdraw from the contract.
5. The Seller shall promptly, not later than within 14 days from the date of receipt of the returned goods and the Consumer’s declaration of withdrawal from the contract, return the payments made by the Consumer to the Consumer. The Seller returns the payment using a transfer to the Consumer’s bank account, unless the Consumer has expressly agreed to a different method of return, which does not involve any costs for him.
6. If the Consumer has chosen the method of delivery of the item other than the cheapest method of delivery offered by the Seller.
7. The Consumer is obliged to return the Goods only on condition that it does not bear a trace of use, it must be returned intact, along with all elements of equipment, including packaging. The goods must have an intact, original clothing seal along with the original label.

8. With the returned Goods, please return the document confirming the order: receipt or invoice and completed return form. The Seller may refrain from returning the payment until receipt of the Goods.
9. The Consumer bears only the direct costs of returning the Product, unless the Seller agreed to bear them or did not inform the Consumer about the necessity to incur these costs.
10. The Consumer is liable for a decrease in the value of the Product as a result of using it in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of the Good.
11. In case of effective withdrawal from the Agreement, the Agreement is considered void.

12. The store does not accept parcels sent for downloading or sending without prior consultation.

13. Return package should be sent to: Lily Was Here by Liliana Kupidura, Klwaty 110, 26-660 Jedlińsk, Poland

NOTICE ABOUT THE RIGHT TO WITHDRAW FROM THE AGREEMENT

You have the right to withdraw from the contract within 14 days without giving any reason. To exercise your right of withdrawal, you must inform the Seller of your decision to withdraw from this contract by an explicit statement (for example, a letter sent by post or email). Below are the contact details:

Liliana Kupidura
Lily Was Here by Liliana Kupidura
26-660 Jedlińsk
Klwaty 110
lily@lilywashere.eu

The deadline to withdraw from the contract expires after 14 days from the date on which you came into possession of the item or in which a third party other than the carrier and indicated by you came into possession of the item. To keep the deadline to withdraw from the contract, it is enough for you to send information regarding the exercise of your right to withdraw from the contract before the deadline to withdraw from the contract.

Effects of withdrawal from the contract

In the event of withdrawal from the contract, we return to you the payments received from you for the purchased goods, in any case no later than 14 days from the date on which we received the return shipment from you and the decision to exercise the right to withdraw from this contract. We will refund the payment by transfer to the bank account provided by you.

The consumer is obliged to return the Goods only on the condition that they do not bear any traces of use, they must be returned intact, with all accessories, including packaging – a decorative box (properly secured with bubble wrap). The goods must have an intact, original clothing seal along with the original tag. Together with the returned Goods, a document confirming the order (receipt or invoice) and a completed return form should be returned. Goods that do not meet the above conditions will not be accepted for return.

Please send back or hand over the goods to us immediately, and in any case no later than 14 days from the day on which you informed us about the withdrawal from this contract. 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.

We indicate that you are 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.

The personal data provided by you will be processed by the Seller for purposes related to the execution of your withdrawal from the contract and fulfillment of the related demands, and in accordance with the rules set out in the relevant legal provisions. You have the right to request from the data controller access to your data, rectification, deletion or limitation of processing or opposition to processing, as well as the right to lodge a complaint with the supervisory authority. More information is contained in the document “Information from the controller of personal data”.

You can use the model withdrawal form, but it is not mandatory.

MODEL OF WITHDRAWAL FROM THE AGREEMENT
concerns the Consumer

ATTENTION: this form should be filled in and returned only if you wish to withdraw from the contract

………………………., ……………………………….

…………………………………………
(Client’s first and last name)
……………………………………… ..
…………………………………………
(Customer’s correspondence address)
…………………………………………
(phone number / email to contact)

Mr. / Mrs. Liliana Kupidura
Lily Was Here by Liliana Kupidura
Klwaty 110
26-660 Jedlińsk
lkupidura@gmail.com

WITHDRAWAL FROM THE AGREEMENT TO DISTANCE

I declare that I withdraw from the distance sales agreement, concluded on ………………………………………… and regarding the purchase of the following goods ………………………………………… ……………………………………… for price ……………………………

The release / collection of the goods took place on ………………………………………………… ..

In connection with the above, I declare that I will return the goods immediately, no later than within fourteen days. Below I indicate the data for the return of the price of the goods, which should take place immediately, no later than within fourteen days.

………………………………………………………………………… .. ……………………
………………………………………………………………………………………… .. ……

I am aware that the personal data provided by me will be processed by the Seller for purposes related to the performance of the withdrawal from the contract and fulfillment of related demands, and in accordance with the rules set out in the relevant legal provisions. I know that I have the right to request the data controller to access my data, rectify it, delete or limit processing, or object to the processing, and the right to submit a complaint to the supervisory authority.

……………………………………………………
(name, surname and signature of the Customer,
if the form is sent in paper form)