Regulations

1. General Information

 

a)      The Internet service is intended only for customers who pass data verification correctly and are correctly connected to the corresponding sales regions.

b)     The entity operating the online ordering system available at www.polstar.com.pl is Polstar Holding Wołoszczuk sp.k. formerly known as Polstar Holding Sp. z o.o. sp.k. based in Koszalin 75-209 BoWiD Street 6A, KRS 0000317109, NIP: 6692251921, REGON 331017926, hereinafter referred to as Polstar.

c)      The person placing the order is hereinafter referred to as the "Customer".

d)     "Merchandise" is any assortment of goods that the Customer may order via the online ordering system, by e-mail, by fax, by ordering by telephone, or by making a purchase in person at Polstar's headquarters .

e)      By placing an order, the Customer declares that he/she accepts the contents of the Terms and Conditions, which apply to each form of ordering, payment terms ( including receipt of email notifications of issued documents and overdue payments), courier service price list, delivery performance, returns of goods, warranty and complaints and maintenance rules.

 

2. Placing orders

 Forms of order placement:

a)      Orders placed through the online ordering system located at: www.polstar.com.pl.

b)   The condition for the acceptance of the submitted online order is registration on www.polstar.com.pl, passing the user verification, correctly filled order form. Correctly completed order form should include: name, surname, company name, Tax ID, address (billing information), phone number and/or e-mail, method of payment and in the delivery address, if different from the address on the invoice. Providing a phone number and email address will enable Customer Service to quickly contact the customer if there is a need for additional arrangements or to change other details of the order.

c)      Orders placed by phone at the CUSTOMER SERVICE DEPARTMENT from Monday to Friday from 8:00 am to 4:00 pm at the phone numbers available at: https://polstar.com.pl/p/kontakt

d)     Orders placed in writing and sent by fax at: 048 (94) 341 98 88

e)     Orders placed by e-mail to addresses available at: https://polstar.com.pl/p/kontakt

f)      Orders can be placed 24 hours a day throughout the year. Orders placed on Saturdays, Sundays and holidays will be processed on the next working day.

g)       If there is a temporary shortage of any product or if there is any other problem preventing the order from being processed, the CUSTOMER SERVICE DEPARTMENT will contact the Customer to arrange further details regarding the processing of the placed order. If it is not possible to contact the Customer within 48 hours of receiving the order, such order shall become null and void.

h)     An order that has been fulfilled (goods have been shipped) cannot be canceled.

i)       For goods realized with a date later than the current date (fulfillment of a pending order), the prices as on the date of the order will apply.

j)      The customer cannot cancel an order that has been fulfilled (i.e., the goods have been shipped to the customer or the goods have been sent from the manufacturer to Polstar to fulfill the customer's individual order). 

k)      The customer has the opportunity to obtain a favorable discount depending on the activity of purchases and the amount of turnover. Detailed information is provided by the Customer Service Department.

 

3. Terms of delivery and payment for goods

1.      Ordered goods are delivered to the Customer through a forwarding company (courier) GLS, Raben, PKS.

2.      GLS, Raben, PKS courier companies operate on the basis of their own regulations. In order to learn about the regulations of the forwarders, please contact these companies directly.

 

4. when picking up the goods remember

1.      Goods delivered by courier company are sealed with printed company tape. At the time of receipt of the shipment from the courier and in his presence, the customer should check the goods for the manner of packaging (damage to the package of the shipment) and count the contents of the shipment. If any damage or shortage is found in the goods, a Delivery Discrepancy Protocol should be drawn up with the courier at the time of receiving the goods and Polstar should be immediately notified of the incident.

2.      In case of failure to prepare such a protocol or writing it later than at the time of receipt of goods, complaints will not be considered. 

3.      Polstar company is not responsible for shortages of goods, which are found without the presence of the courier.

 

ATTENTION

1.      Incompleteness of delivery carried out by the courier company, not indicating a violation (without the protocol of incompleteness of delivery written with the courier), i.e. intact seals, the customer is obliged to report EVENTUAL deficiencies by fax or e-mail no later than the next day after receipt of delivery. 

2.      In case of greater delay in time, complaints will not be considered.

3.      In the case of delivery by means of transportation of Polstar company, the consignee, by acknowledging receipt of goods, waives any claims in respect of discrepancies in quantity and type.

4.      Receiving goods from Polstar's warehouse, the consignee, or a representative of the shipping company receiving goods on behalf of the Customer, is obliged to check the goods in terms of quantity and quality. Polstar shall not be responsible for discrepancies arising after receipt of the goods by the Customer or the representative of the forwarding company acting on behalf of the Customer.

 

5. Return of goods

1.      In exceptional situations, Polstar company may agree to return the purchased goods up to 14 days from the date of the VAT invoice. 

2.      Returned goods must not bear any signs of use (shipping condition), must contain all the elements with which it was delivered (also the original packaging, which also must not be damaged). The cost of the returned shipment is paid by the buyer.

3.      Polstar does not accept returns without prior arrangement and agreement with the Customer Service Department.

4.     After verification of the condition of the returned goods and taking into account the return, a corrective invoice will be issued. The refund shall be made upon receipt by Polstar of the signed corrective invoice to the account indicated by the Customer. The cost of delivery to the Customer is not refunded.

5.      Merchandise that bears any signs of use and modification is not refundable.

6.      Any modification and execution of decoration, printing on our goods is considered as use of the product. It is the customer's responsibility to check the goods before making the marking whether the goods are in accordance with the order and quality expectations.

 

 6. Complaints

Complaints are handled on the basis of warranty, under the terms of Article 556-576 of the Civil Code.

1.      Complaints should be sent:

a)      In the case of electronic complaints to the e-mail address: reklamacje@polstar.com.pl with attached photos of the advertised product precisely showing the defect and a detailed completed complaint protocol according to the specified template.

The template of the complaint protocol can be downloaded after logging in at www.polstar.com.pl in the customer panel in the "complaints" tab.

Full and correct completion of the complaint protocol will improve and shorten the period of its processing.

b)     In the case of a complaint by mail (mailing) to the address: Gnieźnieńska 180 Street, 75-736 Koszalin. It is mandatory to include in the parcel a detailed completed complaint protocol according to the specified template. The template of the complaint protocol can be downloaded after logging on the website www.polstar.com.pl in the customer panel in the "complaints" tab.

Full and correct completion of the complaint protocol will improve and shorten the period of its processing.

 

2.      2. Verification of the application.

After verifying the compliance of information from the complaint application confirming the purchase of the advertised goods with the sales document, the Claims Department assigns a number to the complaint and proceeds to its processing.

In the case of a lack of compliance or deficiencies in the documentation that make it impossible to carry out the complaint process, the Claims Department:

a) on electronic application, it will send an email about the deficiencies in the documentation with a request to supplement the information. Lack of additional information may result in termination of the complaint process with a negative response.

b) when applying by correspondence (mail), will send back the claimed products with a message about the deficiencies in the documentation with a request for supplementary information placed in the mail in printed form. Lack of additional information may result in termination of the complaint process with a negative response.

 

3.      The complaint will be considered within 30 days from the date of receipt of the complaint report with photographic documentation to the mailbox reklamacje@polstar.com.pl in the case of an electronic complaint and within 30 days from the date of delivery of the shipment to the Polstar warehouse Gnieźnieńska 180 Street, 75-736 Koszalin in the case of a correspondence (mail) complaint.

4.       Providing clear photos of the advertised goods, documenting the defect, will help speed up the complaint process. If it is not possible to effectively assess the defect of the product from the photos sent, the Claims Department will request to send the advertised products in the form of correspondence (mail).

5.       In the case of a complaint by correspondence (mail), the advertised goods should be packed in an appropriate manner to protect them from damage during transport. The advertised goods should be in a clean condition that allows verification of the goods with the application (clean, dry, aired).

6.      If a manufacturing defect is found, the complaint will be accepted and, if possible, the request contained in it will be fulfilled. If it is not possible to replace the goods, a correction invoice will be issued.

7.      In the event of a decision not to recognize the complaint:

    a) electronic complaint - the complainant will be informed of the negative decision with the reasons for it in a return message to the e-mail address from which he sent the complaint.

    b) Correspondence (mail) complaint - the complainant will be informed of the negative decision with its justification in a return message to the e-mail address indicated in the complaint protocol. In the absence of an e-mail address or at the express request of the complainant, the advertised goods will be sent back at the complainant's expense with the reasons for the negative decision included in the shipment.

Photos of products placed on Our site may slightly differ in appearance and colour from reality. Differences are most often due to different display settings. Colour shade and saturation differences are not grounds for complaint.

 

7.  Final information

·         Polstar reserves the right to amend the Terms and Conditions at any time. Amendments to the Terms and Conditions shall be made as soon as their new content appears on the website www.polstar.com.pl.

·         Each Customer is obliged to read the content of the Regulations and is bound by its provisions.

·         Any information contained on the website www.polstar.com.pl including the price list does not constitute an offer within the meaning of the Civil Code.

·         Polstar reserves the right to withdraw individual products from sale.

·         Descriptions and photos available on the site are the property of Polstar Holding Wołoszczuk sp.k. formerly Polstar Holding Sp. z o.o. sp.k. They may not be copied and reproduced without permission of the owner.

·         These terms and conditions apply to customers from the territory of Poland as well as from outside.