Returns and complaints

A consumer and a sole trader entitled to consumer rights under applicable Polish law may, as a general rule, withdraw from a distance contract within 14 days without giving any reason.

The withdrawal period generally begins on the day on which the customer, or a third party designated by the customer other than the carrier, receives the goods. Special rules apply, among other things, to orders containing several products delivered separately or in parts.

Before the deadline expires, an unequivocal statement of withdrawal must be sent:

• by email to biuro@mehenker.com, or
• by post to: MEHENKER-Oliwier Kopaczel, ul. Skłodowskiej-Curie 10, 35-036 Rzeszów, Poland.

You may use the model form included at the end of the Terms and Conditions, but this is not mandatory. It is sufficient to send the statement before the 14-day period expires.

The goods must be returned without undue delay, and no later than 14 days after submitting the statement of withdrawal, to:

MEHENKER
ul. Skłodowskiej-Curie 10
35-036 Rzeszów
Poland

• The customer bears the direct cost of returning the goods unless MEHENKER has expressly agreed to bear it.
• The goods should be adequately protected for transport.
• The customer is liable for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.

The refund will be made no later than 14 days after receipt of the statement of withdrawal. It includes the price of the goods and the cost of the least expensive standard delivery method offered for the order.

MEHENKER may withhold the refund until it has received the goods or the customer has supplied evidence of having returned them, whichever occurs first. The refund will be made using the same payment method, unless another method that does not involve additional costs has been agreed.

If the goods do not conform to the contract, a consumer may submit a complaint and request repair or replacement. In the cases specified by law, the consumer may also be entitled to a price reduction or to withdraw from the contract.

A complaint may be submitted:

• by email to biuro@mehenker.com,
• by post to: MEHENKER, ul. Skłodowskiej-Curie 10, 35-036 Rzeszów, Poland.

To help us process the complaint efficiently, please provide:

• your full name or company name,
• the order number or purchase document number,
• the product name and a description of the issue,
• the date on which the issue was noticed,
• the requested resolution,
• your contact details and, where useful, photographs or diagnostic results.

A receipt or invoice helps us identify the purchase, but its absence does not prevent the purchase from being demonstrated by other means. If the product needs to be provided for inspection, we will agree with the consumer how it should be delivered.

We respond to a consumer complaint within 14 days of receiving it.

Unless the product description states otherwise, MEHENKER goods are covered by a voluntary 24-month quality warranty from the date on which the goods are delivered. The warranty does not limit the consumer's statutory rights arising from a lack of conformity of the goods with the contract.

In particular, the warranty does not cover damage caused by incorrect installation, use contrary to the intended purpose, modifications to the product, the use of unsuitable consumables, contamination in the system, external damage, or normal wear and tear unrelated to a product defect.

Email: biuro@mehenker.com
Telephone: +48 732 760 770
Address: ul. Skłodowskiej-Curie 10, 35-036 Rzeszów, Poland