Complaints Policy

Complaints Policy
of the BONDLY LASHES online store

§ 1 General provisions

  1. These Complaints Policy set out the rules for submitting and handling complaints relating to:
  2. goods purchased in the Bondly Lashes online store,
  3. services provided electronically, including in particular the Account, Newsletter, access to the VIP Zone, and digital content.
  4. The online store operates at: https://www.bondlylashes.com (hereinafter: the “Store”).
  5. The seller and administrator of the Store is:
    Bondly Lashes spółka z ograniczoną odpowiedzialnością
    ul. Płatowcowa 22, 94-223 Łódź, Poland
    KRS: 0001201602
    NIP: 7272894015
    REGON: 54305921100000
    e-mail: bondly@bondlylashes.com
    tel.: +48 570 900 652
  6. These Complaints Policy supplement the Terms and Conditions of the Bondly Lashes online store. In matters not regulated below, the provisions of the Store Terms and Conditions and generally applicable laws shall apply.

§ 2 Buyer status and basis of liability

  1. Complaints may be submitted by all customers making purchases in the Store (hereinafter: the “Buyer”), including:
  2. Consumers – natural persons making a purchase not directly related to their business or professional activity,
  3. Entrepreneurs with consumer rights – natural persons entering into a contract directly related to their business activity, but not of a professional nature for them,
  4. other entrepreneurs (B2B).
  5. With regard to Consumers and Entrepreneurs with consumer rights, the Seller is liable for any lack of conformity of the goods with the contract in accordance with the Act of 30 May 2014 on Consumer Rights.
  6. With regard to Buyers who are not Privileged Buyers, meaning typical B2B entrepreneurs, the Seller’s liability is governed by the provisions of the Civil Code, provided that, in accordance with the Store Terms and Conditions, liability under the statutory warranty may be limited or excluded where permitted by law.
  7. Complaints relating to electronic services, including the Account, Newsletter, and access to digital content, are handled in accordance with the Act on the Provision of Electronic Services and the Consumer Rights Act.

§ 3 Scope of complaints

  1. A complaint may concern in particular:
  2. goods – for example a physical defect, damage, incompleteness, non-conformity with the description, or incorrect delivery,
  3. lack of conformity of the goods with the contract – for example where the product does not work as declared by the Seller,
  4. electronic services – for example lack of access to the Account, registration problems, or incorrect operation of the Store,
  5. digital content such as an e-book, access to the VIP Zone, or online materials – for example lack of access, a corrupted file, or incorrect operation of the platform.
  6. A complaint may not concern:
  7. individual aesthetic impressions, where the product is consistent with the description, for example “I do not like the effect, but the product works as described”,
  8. damage resulting from improper use of the product, contrary to the instructions or intended purpose, for example failure to follow the recommendations for applying bonding lashes.
  9. In the case of reports relating to allergic reactions:
  10. the Buyer should immediately stop using the product,
  11. the complaint will be considered individually, taking into account:

• whether the product was used in accordance with the instructions,

• whether the Buyer carried out the recommended allergy test,

• whether the product was properly labelled, including ingredients and warnings.

  1. The mere fact of an individual sensitivity does not always mean that the product is defective, but the Seller shall make every effort to analyse each case carefully and fairly.

§ 4 Deadline for submitting a complaint

  1. A Privileged Buyer may report a lack of conformity of the goods with the contract within 2 years from the date the goods were delivered.
  2. It is best to submit a complaint immediately after the defect is noticed, as this facilitates verification of the claim.
  3. A non-privileged Buyer, meaning B2B, should report the defect immediately after its discovery, taking into account the provisions of the Store Terms and Conditions and the Civil Code.

§ 5 How to submit a complaint

  1. A complaint may be submitted in particular:
  2. electronically to: bondly@bondlylashes.com,
  3. in writing by post to the registered office address:
    Bondly Lashes sp. z o.o.
    ul. Płatowcowa 22
    94-223 Łódź, Poland
  4. In order to speed up the complaint handling process, it is recommended that the submission includes:
  5. the Buyer’s full name or business name,
  6. contact details such as e-mail address and telephone number,
  7. the order number or other information allowing the purchase to be identified,
  8. identification of the complained-about product or service,
  9. a description of the defect or non-conformity found, including what is happening, since when, and in what circumstances,
  10. the preferred way of resolving the complaint, for example repair, replacement, price reduction, or withdrawal from the contract, if permitted.
  11. The Seller may ask the Buyer to supplement the complaint if the information provided is insufficient to examine it.

§ 6 Delivery of the complained-about goods

  1. If examination of the goods is necessary to consider the complaint, the Buyer should send the complained-about product to:

Bondly Lashes sp. z o.o.
ul. Płatowcowa 22
94-223 Łódź, Poland

  1. In the case of a Consumer or an Entrepreneur with consumer rights:
  2. the cost of delivering the complained-about goods to the Seller shall be borne by the Seller, in particular by:

• providing a return label, or

• reimbursing the return shipping cost, after it has been documented by the Buyer,
in a manner agreed with the Buyer,

  1. the Buyer should properly protect the goods for transport, for example by using suitable packaging and filling.
  2. In the case of non-privileged Buyers, meaning B2B, the cost of delivering the complained-about goods to the Seller shall, as a rule, be borne by the Buyer, unless the parties agree otherwise.
  3. The Seller may ask the Buyer to first send photos or a recording showing the defect, if the defect can be assessed on that basis, which may speed up the decision-making process.

§ 7 Handling complaints, deadlines, and possible solutions

  1. The Seller shall examine the complaint and provide a response within 14 days from the date of its receipt, or from the date of delivery of the complained-about goods if they are necessary for assessment.
  2. The response to the complaint will be provided to the Buyer on paper or on another durable medium, for example by e-mail.
  3. Failure by the Seller to respond to a complaint submitted by a Privileged Buyer within the above time limit shall mean that the complaint is deemed justified.
  4. If a lack of conformity of the goods with the contract is found, the Privileged Buyer may request in particular:
  5. repair of the goods, or
  6. replacement of the goods with new goods,
    provided that the Seller may refuse to comply with the request if bringing the goods into conformity in the manner chosen by the Buyer is impossible or would require excessive costs.
  7. If repair or replacement is impossible, is not carried out within a reasonable time, or would expose the Buyer to significant inconvenience, the Buyer may request:
  8. a price reduction, or
  9. withdrawal from the contract, meaning a refund,
    provided that the contract may not be withdrawn from if the lack of conformity is insignificant.
  10. In the event of a price reduction, the Seller shall refund the Buyer the appropriate part of the price paid.
  11. In the event of effective withdrawal from the contract due to a defect:
  12. the Buyer is obliged to return the goods to the Seller,
  13. the Seller shall refund the Buyer the full price paid, in accordance with the applicable laws and the Store Terms and Conditions.
  14. Complaints submitted by non-privileged Buyers, meaning B2B, are handled in accordance with the provisions of the Civil Code and any individual arrangements between the parties.

§ 8 Complaints relating to electronic services and digital content

  1. In relation to services provided electronically, such as the user Account, Newsletter, contact forms, access to the VIP Zone, e-books, and online materials, the Buyer may submit a complaint in particular where:
  2. the service is not performed in accordance with the Store Terms and Conditions,
  3. recurring technical errors occur that prevent use of the service,
  4. access to purchased digital content has not been provided despite payment having been made.
  5. Complaints relating to electronic services may be submitted to: bondly@bondlylashes.com
  6. The Seller shall examine complaints relating to electronic services within 14 days and provide a response on a durable medium, for example by e-mail.
  7. If a complaint concerning digital content is accepted, the Seller may in particular:
  8. restore access to the content or fix the error,
  9. resend the file, link, or access details,
  10. propose another solution consistent with applicable law, for example a price reduction or, in special cases, withdrawal from the contract.

§ 9 Relation to returns, withdrawal from the contract

  1. A complaint based on a defect or lack of conformity of the goods with the contract is a separate procedure from the right to withdraw from the contract, meaning the return of goods without giving any reason within 14 days.
  2. The rules for withdrawal from the contract are described in detail in the Returns Policy and the Store Terms and Conditions.
  3. Submitting a complaint does not exclude the possibility of:
  4. exercising the right to withdraw from the contract, provided that the deadline has not expired and the statutory conditions are met,
  5. using out-of-court consumer dispute resolution methods described in the Store Terms and Conditions.

§ 10 Final provisions

  1. These Complaints Policy are not intended to exclude or limit any rights granted to Consumers or Entrepreneurs with consumer rights under mandatory provisions of law.
  2. In the event of any conflict between the provisions of these Policy and the applicable law, the provisions of generally applicable law shall prevail.
  3. The Seller may amend the Complaints Policy for important reasons, for example changes in the law or the introduction of new Store functionalities. The amended version shall apply to complaints relating to contracts concluded after the date of its publication on the Store website.