Returns, exchanges, complaints
1. A customer who is also a consumer who has concluded a distance contract may withdraw from it without giving any reason. The finedine.pl online store allows returns within 30 (thirty) days from the date on which the consumer took possession of the possession of the subject of the contract.
To make a return, the following conditions must be met:
a. Send information about the intention to return the goods together with a completed withdrawal form before the expiry of this period to the email address sklep@finedine.pl
b. The return order should be sent to the address:
Fine Dine Central Warehouse:
Skladowa 5
62-023 Koninko
Together with the attached form and the note: ’RETURN – Order no. [enter your order number here] - online shop"
2. Along with the statement referred to in point 1, please also send information about the current account number to which the refund should be made.
3. In the event of withdrawal from the contract, the contract is considered void and the consumer is released from all obligations. What the parties have provided shall be returned unchanged, unless a change was necessary within the limits of ordinary management. The return shall take place no later than within 30 (thirty) days.
4. The Customer should return the goods to the address for withdrawal from the contract indicated in point 1. b.
5. Returned goods must not bear any signs of use and must be in their original packaging.
6. Pursuant to Art. 34(4) of the Act of 30 May 2014 on consumer rights, we inform you that the consumer is liable for any reduction in the value of the goods resulting from their use in a manner exceeding that necessary to ascertain the nature, characteristics and functioning of the goods.
- services which, due to their nature, cannot be returned or whose subject matter is subject to rapid deterioration;
- delivery of newspapers;
- gambling services;
- provision of services commenced, with the consumer's consent, before the expiry of the period referred to referred to in Article 7(1) of the Act on the protection of certain consumer rights and liability for damage caused by a dangerous product.
Exchange – How can I exchange the purchased goods?
1. Please return the product you wish to exchange in accordance with the instructions given above – ‘Withdrawal from the contract’
2. Then place a new order for the correct product. This will significantly reduce the waiting time for the product you wish to exchange. Please remember to pay for your new order! The amount due for the returned product will be refunded in accordance with the information contained in the ‘Withdrawal from the contract’.
Complaints Procedure - Service Platform
Please be advised that from 14 September 2022, we are introducing changes to the form of reporting complaints (warranty defects, equipment failures).
For new service requests, we recommend using the new platform: https://hendi.com/serwis
Service requests via the form should be sent to: serwis2@hendi.pl
The service form is available as a downloadable attachment - ‘Complaint Form’
Service department contact number: 616587077
1. In the case of contracts concluded with Customers who are also consumers within the meaning of Article 221 of the Civil Code, the Seller shall be liable for any non-compliance of the Goods with the contract if such non-compliance is discovered by the Customer within 2 years from the date of Delivery. The Customer is obliged to notify the Seller of any non-compliance of the Goods with the contract within 2 months from the date of finding such non-compliance.
2. The Seller shall respond to the complaint about the Goods submitted by the Customer within 14 (fourteen) days and notify them of the further course of action.
3. In order to facilitate the complaint process, the Customer is requested to send the Goods subject to complaint and, if possible, a description of the non-compliance of the Goods with the contract.
4. If the complaint is considered in favour of the Customer, the Seller shall bring the Goods into conformity with the contract, in accordance with the Customer's request, by repairing or replacing them with new ones. If replacement or repair is not possible, the Seller shall refund the full amount due for the product subject to complaint within 14 (fourteen) days, as a result of the Customer's withdrawal from the contract.
5. In the case of contracts concluded with Customers who are not consumers within the meaning of Article 221 of the Civil Code, pursuant to Article 558 § 1 of the Civil Code, the Seller's liability under the warranty is excluded.
6. The Customer may complain about a defective product:
- by exercising the rights under the warranty, if granted
- by exercising the rights of a Customer who is also a consumer within the meaning of the meaning of Article 221 of the Civil Code against the Seller in connection with the non-compliance of the Goods with the contract. font-size: 1rem;">- specifying the manner of fulfilling the store's obligations, the Customer has the right to demand that the Goods be brought into conformity with the contract through free repair or replacement, unless repair or replacement are impossible or require excessive costs. If the store is unable to meet the specified demands, the Customer has the right to demand an appropriate price reduction or may withdraw from the contract.
3. Important: Complaints regarding damage during transport within Poland
GLS:
The recipient is obliged to check the parcel.
If damage is found, the following steps should be taken:
- write a damage report,
- prepare photographic documentation,
- contact the GLS helpline on the same day at +48 804 262 262 or +48 46 814 82 20 (for mobile phones).
After initially registering your complaint with GLS, please send the damage report, description and photos of the damage to the following email address: serwis@hendi.eu, for further processing by the Fine Dine complaints department.
InPost:
Complaints can be submitted:
- via the form: https://inpost.pl/reklamacja
- by calling the InPost helpline: 722 444 000 or 746 600 000
For more information on complaints at InPost, please visit: https://inpost.pl/pomoc-w-jaki-sposob-moge-zlozyc-reklamacje
DPD:
The recipient is obliged to check the parcel.
In the event of damage, an electronic damage report must be completed on the same day, available at:
https://protokol.dpd.com.pl/
4. Complaints regarding damage during transport outside Poland
In the event of damage to the shipment during transport, please report the damage by email to: export@finedine.pl In response, the customer will receive further instructions from Fine Dine on how to proceed with the complaint.
In a situation where the shipment has not reached the recipient, has been delivered partially (e.g. one of the pallets is missing) or there are other irregularities in the delivery, Fine Dine will contact the shipping company directly to clarify the situation and locate the missing part of the shipment.
