Complaints

  1. All complaints concerning the functioning of the Online Shop, including matters relating to services provided electronically and agreements concluded through it, may be sent via the complaint form available on its pages. Complaints may also be submitted in writing to the address of the Seller’s registered office. The complaint instruction is enclosed as appendix no. 3 to these Terms and Conditions.
  2. When lodging a complaint, it is advisable for the Customer to describe the noticed defect and specify their demand. When submitting a complaint under the warranty, it is necessary to present the proof of purchase of goods in the Online Shop (e.g. bank statement, card payment confirmation, receipt or invoice).
  3. It is recommended to send the parcel with the returned goods before the return notification.
  4. The Customer who exercises the warranty rights is obliged, at the expense of the Seller, to deliver the defective item to the address of the Seller’s registered office or the address indicated in the e-mail correspondence.
  5. If the data or information provided in the complaint needs to be supplemented, the Seller shall immediately ask the Customer to supplement them to the extent indicated. Along with such a notification, the Customer will be sent information on how to supplement the deficiencies in the complaint.
  6. Complaints under warranty shall be considered within 14 days from the date of delivery to the Seller of a statement containing the demands of the Customer. The above mentioned time limit does not apply to the complaint in connection with which the Customer wishes to withdraw from the contract. The Customer will be notified by the Seller about the outcome of the complaint by e-mail or in writing, depending on the method of complaint submission.


COMPLAINTS INSTRUCTION

COMPLAINTS

  1. The expiry date of goods offered in the Online Shop is a minimum of 2 years from the date of manufacture.
  2. Before collecting the parcel from the post office or from the courier, please check that the packaging has not been damaged in transit. In particular, attention should be paid to the condition of the tapes stuck to the parcel. If the packaging of the parcel bears the signs of damage or if the tapes are torn off, do not accept the parcel and contact the Seller as soon as possible to clarify the matter. The Seller is responsible towards the Customer if the sold product has a physical or legal defect (warranty), according to the principles specified in the Civil Code. In the case of non-consumer sales, the warranty provisions of the Civil Code are excluded.

Additional information

Please see the complaint procedure below.

Send a correctly completed complaint form (prerequisite) to the following e-mail address:

sklep@devaharmony.com

In the title of the message, please write: “Complaint“.

  • Attach at least 2-3 photos to the message and/or a link to a video showing the product defect.
  • All information about the complaint should be in one message.
  • Sending several messages will only create confusion and may prolong the processing time of the complaint.
  • Once you have received a valid complaint, expect a reply.
  • The maximum time for processing a complaint is 30 days. Sometimes this period may be longer.
  • Sometimes additional information/photos will be required – you will be kept informed of this.
  • Once your complaint has been processed, you will receive a decision and, if applicable, a request to return the product.
  • Please do not send the product back without an explicit instruction from us. Sending the product back on your own may lengthen the processing time.
  • In the event of a valid complaint and the product has to be sent back, we will reimburse the cheapest costs for sending the product back (without any additional services such as priority, insurance, caution, confirmation of receipt, gabarage, etc.).
  • The guarantee does not cover physical damage or damage resulting from incorrect use of the product.

If we accept your complaint, please complete the goods complaint form – available below.

PRODUCT COMPLAINT FORM

If the complaint is accepted, pack the returned product well. Attach the completed claim form to the parcel or send it by e-mail to: sklep@devaharmony.com Send the parcel by registered mail to the address given below. Add “COMPLAINTS” to the address to make it easier to handle the parcel. You do not need to enclose the sales document.

Order number:: ……………………………………………………………………………………………………

Date of order: ……………………………………………………………………………………………………..

Name and last name: ..…………………………………………………………………………….

Phone number: ..………………………………………………………………….……………………

ADVERTISED PRODUCTS:

Name of product:Amount of products:Reason for complaint:Request:
1
2
3
4
5
6
7

For cancellation and refunds please complete the form below:

Account number:

Name of the bank: ………………………………..…………………………………………………

Total amount to be refunded: ………………………………………………………………..

Postal address:

DH Deva 9 Ltd. Sp. z o. o.

ul. Lubelska 29

35-233 Rzeszów

………………………………………………………………………

signature indicating acceptance