iDetails Online Store Complaints Policy

1. General provisions

1.1. This Complaints Policy specifies the rules for reporting and considering complaints regarding goods purchased in the iDetails online store, available at www.idetails.pl.

1.2. The seller and administrator of the iDetails online store is AUTOMOTIVE GROUP with its registered office in the Świętokrzyskie Province, Kielce County, Morawica Commune, Brzeziny, ul. Chęcińska 70, 26-026, NIP: 6572700581, REGON: 260294980.

1.3. Complaints are considered in accordance with the provisions of the Civil Code, the Act of 30 May 2014 on consumer rights and other applicable legal provisions.

2. Right to complain

2.1. The customer has the right to file a complaint in the event of physical or legal defects of the product.

2.2. Complaints may be filed based on warranty or guarantee, if granted.

2.3. The Seller is liable for product defects existing at the time of its issue and revealed within 2 years from the date of delivery of the goods to the Customer.

2.4. The consumer may submit a complaint within 1 year from the date the defect was discovered, but no later than 2 years from receipt of the product.

3. How to file a complaint

3.1. Complaints can be submitted by e-mail to kontakt@idetails.pl, by post to the company's registered office or in person at the collection point.

3.2. The complaint must include:

• name, surname and contact details of the Client,
• order number,
• a description of the product defect and the date it was discovered,
• Customer's request (repair, replacement, price reduction or withdrawal from the contract).

3.3. If possible, please attach photos of the defect and proof of purchase (e.g. invoice, receipt, bank transfer confirmation).

4. Handling of complaints

4.1. The Seller will consider the complaint within 14 business days from the date of its receipt. 14 business days od dnia jej otrzymania.

4.2. If the complaint is accepted, the Customer may request:

• product repairs,
• exchange for a new one,
• price reduction,
• withdrawal from the contract (if the defect is significant).

4.3. If it is necessary to return the goods, the Seller shall bear the shipping costs.

5. Withdrawal from the contract

5.1. If the defect of the product is significant, the Customer has the right to withdraw from the contract and demand a refund of the full amount paid for the product.

5.2. The refund will be made within 14 business days from the date the complaint is accepted.

6. Final provisions

6.1. In matters not regulated by this policy, the provisions of Polish law shall apply.

6.2. The Customer has the right to use out-of-court complaint resolution methods, such as mediation or arbitration, and to contact the Consumer Ombudsman.