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  • Returns and complaints

Return

RIGHT TO WITHDRAW FROM THE CONTRACT INSTRUCTION

A customer being a Consumer, as well as an Entrepreneur with consumer rights, may withdraw from the contract concluded via our online store within 14 days without giving any reason.

A Consumer is a natural person purchasing products in an online store for a purpose not directly related to their business or professional activity.

An Entrepreneur with consumer rights is a natural person purchasing products in an online store for a purpose directly related to their business activity when the content of this contract indicates that it does not have a professional character for them, arising in particular from the subject of their business activity disclosed based on the provisions on the Central Register and Information on Economic Activity.

In our Store, the right to withdraw from the contract can be exercised within 14 days.
This period is counted from the moment the shipment is received.

If you want to withdraw from the contract, you can do so by sending the appropriate statement. For this purpose, you can use our sample statement in PDF format.

Please send the completed form to us electronically at sklep@mbmega.pl or by traditional mail to the following address:

MB Mega Tools, Sidorska Street 102, 21-500 Biała Podlaska (please return the reported product to this address).

When returning the product, please ensure it's properly prepared and secured for transport. The Consumer is obliged to cover all direct costs associated with the return of the goods, such as packaging, securing, and sending to the store.

Upon receipt and verification of the goods to ensure no defects or excessive use, we will submit a refund request to the provided account number, which will take place no later than 14 days from the declaration of withdrawal.

The refund may be withheld until the goods are received or until proof of their return is provided, whichever event occurs first.

It's worth noting that according to Art. 34 paragraph 4 of the Act of May 30, 2014 on consumer rights, the consumer is liable for the reduction in the value of the goods resulting from using it in a way that goes beyond what is necessary to determine the nature, characteristics, and functioning of the goods. In accordance with the European Commission's guidelines for Directive 2011/83/EU, the consumer should handle and inspect the goods only in the way they could do it in a store. If the use of the goods that has reduced its value is determined, you will be informed about the compensation amount, which will be reduced by the value of the returned funds.


Complaint

Warranty 

  • The standard warranty protection period is 24 months from the date of the sales agreement. Details regarding the warranty conditions are available in the warranty documentation of a given product or on the manufacturer's website.
  • All repairs are carried out according to the deadlines specified in the warranty card, usually not exceeding 14 days.
  • Diagnosis and possible repairs are made in authorized services, ensuring professionalism and the highest quality of services.
  • "Door to Door" Service - for selected products we offer a convenient "door to door" option. The courier collects the product for complaint and delivers it back after its completion.
  • Extended Warranty - to benefit from an extended device warranty of up to 36 months, simply register the purchased device within 30 days of purchase on the manufacturer's website.

NOTE: The warranty is valid only in the territory of Poland.

Tools and equipment under warranty should be regularly maintained by lubricating screw connections, moving parts, and keeping them clean.

The warranty does not apply if the products are used contrary to their purpose.

The warranty does not cover products subjected to repairs or repair attempts in unauthorized services.

The warranty does not cover damages resulting from:

  • neglect or modification of the product;
  • accident;
  • loss of the product;
  • failure to inform the seller/ECN in a timely manner about occurred damages;
  • using the product contrary to its purpose;
  • normal wear and tear resulting from product use;
  • extreme temperatures, heat, flame, continuous exposure to temperatures exceeding +40 degrees Celsius or -30 degrees Celsius;
  • improper product maintenance, lack of lubrication, including cleaning after use, storage away from the effects of weather conditions and sunlight;
  • using inappropriate cleaning methods or agents, such as acids or solvents;
  • defects arising from the action of atmospheric factors, such as rust or color change.
  • The warranty does not apply in particularly aggressive and corrosion-prone climates (marine, industrial, in continuous contact with water, chemicals, ash, cement, or dust).

MB Mega Tools Wholesale is not responsible for incidental, indirect, special, or consequential damages, including but not limited to damage or loss of usability of equipment, lost sales, profits, or delays or the inability to fulfill this warranty obligation.

Warranty

A client who is an Entrepreneur does not have rights under the warranty for defects in the sold item.


The term "consumer" refers to individuals who purchase products in our online store for purposes not directly related to their business or professional activity.

Meanwhile, a "businessperson with consumer rights" is an individual who purchases products in our online store for purposes directly related to their business activity. It is essential that in the case of this contract, it does not have a professional nature, which is particularly evident from the subject of the business activity performed by this person, provided on the basis of the regulations on the Central Register and Information on Economic Activity.

The concept of a "businessperson" includes individuals, legal entities, and entities without legal personality who purchase products in our online store as part of their business or professional activity. In the case of individuals, to be treated as entrepreneurs, they must purchase products for purposes directly related to their business activity, as resulting from the content of the contract and confirmed by the regulations regarding the Central Register and Information on Economic Activity.

Information about the Warranty:

  • Our warranty is valid for 24 months from the conclusion of the sales contract.
  • Diagnostics and possible repairs are made in authorized service centers, ensuring professionalism and the highest quality of services.
  • All repairs are carried out according to the terms specified in the warranty card, usually not exceeding 14 days.

How to Report a Complaint:

1. Direct complaint to the Guarantor/Manufacturer

benefits:

  • fast application processing,
  • remote assistance - many issues can be resolved over the phone without having to send the product to service,
  • "door to door" service for selected products - the courier collects the equipment for the complaint, and after its completion, returns it.

Reporting a defect in the Manufacturer's Authorized Service is usually the fastest way to solve the problem.

To start this process, please check the warranty card for information on the defect reporting procedure and service contact details, such as a phone number, email address, and headquarters address.

If you do not have access to the warranty card or need additional information, we encourage you to contact us via email at sklep@mbmega.pl. In the message content, please provide the following information: the manufacturer's name, order number or sales document, and details of the complaint, including a description of the defect and the circumstances of its occurrence.

It should be emphasized that many problems can be solved during a phone call with an Authorized Manufacturer Service employee. Therefore, we encourage you to take advantage of this opportunity.

2. Claims with the Seller www.mbmega.pl

Please note that reporting a warranty repair through our store may extend the consideration process by up to 6 days. In such a case, contact between our store and the Authorized Manufacturer's Service is necessary only after we receive the product from the Customer.

This is necessary to ensure the proper transfer of the product to the service and to coordinate the repair process according to the warranty conditions. Although this may extend the waiting time for the claim to be considered, we assure you that we do our utmost to make this process as smooth as possible and for the Customer to receive a promptly repaired product in the shortest possible time.

If you choose this form of complaint reporting, please fill out the Complaint Form, which includes the following information:

  • Order details - the subject of the complaint, including the type of defect and the date of its occurrence, receipt/invoice number.
  • Customer contact details, such as name, surname, email address, and phone number. These details will facilitate and speed up the complaint process.

Please send the completed complaint form electronically to sklep@mbmega.pl or by traditional mail to MB Mega Wholesale Tools, Sidorska 102 Street, 21-500 Biała Podlaska.

To speed up the complaint process, please properly prepare and secure the product for transport. Include the following documents with the returned product: the complaint report, the original or a copy of the proof of purchase, the warranty card, and if the product has been registered, also the certificate and send it to the address:

MB Mega Wholesale Tools, Sidorska 102 Street, 21-500 Biała Podlaska.

The Seller commits to consider the Customer's complaint promptly, but no later than 14 calendar days from the date of submission. If the Seller does not respond within the set 14 calendar days period, it is assumed that the complaint has been accepted as valid.

3. Complaint in a stationary store

Product complaint in the stationary store of MB Mega Wholesale Tools at Sidorska 102 Street, 21-500 Biała Podlaska. Remember your proof of purchase!

Files to download:


Complaint protocol (PDF) Statement of withdrawal from a distance contract (PDF)
Sklep internetowy na platformie SKY-SHOP Sklep internetowy