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COMPLAINTS
1. Any complaints related to the goods or the performance of the sales agreement can be submitted in any form. We prefer written form to the address Violierenlnaan 8, 8450, Bredene, Belgiё or by email to info@greenserre.eu. In case of any doubts, the customer can contact us at the phone number: +32471536765.
2. In order to efficiently process the complaint, we recommend including the following information in the complaint: name and surname, address, email address, phone number, subject of the complaint, and order number (if possible), along with indicating the customer's request, any circumstances describing the defect, the date of discovering the defect, and if necessary, photos of the defect (the photos should allow for the identification of the faulty product and the nature of the identified defect).
3. If the information provided in the complaint needs to be supplemented, the Seller will request the complainant to provide the necessary information.
4. If within 10 working days from sending the additional request, the Customer does not provide the required information without objective reasons, the company reserves the right to make a negative decision regarding the complaint.
5. In order to facilitate the procedure of product complaint, the Consumer can use the complaint form provided by the Seller.
6. Recommendations regarding taking photos of the object of complaint:
a) the photo must have sufficient resolution and quality to properly assess the extent of damage and possible cause of their appearance;
b) photographing the defect is done from different points directly at the time of detecting the defect in order to conduct an objective analysis;
c) in the photos, in addition to the directly affected area of the mechanical or structural defect, the product should be displayed as a whole, as well as the location of the product and the type of object.
7. The following are not subject to complaints:
• polycarbonate sheets with individual cutting;
• custom-made polycarbonate sheets;
• polycarbonate sheets from which the protective film has been removed;
• polycarbonate sheets with traces of installation;
• greenhouse elements with traces of installation.
8. Within 14 days from the day of the request containing the complaint, we will respond to the complaint.
9. If the goods have a defect, the customer can:
• submit a statement of price reduction or withdrawal from the contract, unless we are able to immediately and without excessive inconvenience for the customer replace the defective goods with a defect-free one or remove the defect. This limitation does not apply if the goods have already been replaced or repaired by us or if we have not fulfilled the obligation to replace the goods with a defect-free one or to remove the defect. Instead of the proposed defect removal, the customer may demand the replacement of the goods with a defect-free one or instead of replacing the goods, demand the removal of the defect, unless bringing the item into conformity with the contract in a way chosen by the customer is impossible or would require excessive costs compared to the method proposed by us.
• Demand for replacement of defective goods with defect-free ones or removal of the defect. We are obliged to replace the defective goods with defect-free ones or remove the defect within a reasonable time without excessive inconvenience for the customer.
However, we may refuse to comply with the customer's request if bringing the defective goods into conformity with the sales agreement in the manner chosen by the customer is impossible or would require excessive costs compared to the second possible way of bringing them into conformity with the sales agreement. We bear the costs of repair or replacement.
10. The customer exercising warranty rights is obliged to deliver the defective item to the address, Violierenlnaan 8, 8450, Bredene, Belgiё . In the case of a customer who is a consumer, the cost of delivery is covered by the customer.
11. We are liable under warranty if a physical defect is found within two years from the date of delivery of the goods to the customer.
RETURNS
Withdrawal from the sales agreement
1. The client, who is a consumer, who made a purchase in our online store, can withdraw from the concluded sales agreement within 14 days from the moment of receiving the goods, without stating a reason.
2. The consumer can withdraw from the sales agreement by submitting to us a Statement which can be submitted, for example, in writing to the address: Violierenlnaan 8, 8450, Bredene, Belgiё or by email to the address: info@greenserre.eu
3. To meet the deadline, it is sufficient to send the statement before its expiration.
The consumer is obliged to return the goods to us immediately, but no later than within 14 days from the day on which they withdrew from the sales agreement. To meet the deadline, it is sufficient to return the goods to our address before the expiration of this deadline.
4. We are obliged to reimburse the consumer for all payments made by them, including the cost of delivering the goods to the consumer, immediately, but no later than within 14 days from the day of receiving the consumer's statement of withdrawal from the sales agreement. However, we may withhold the reimbursement of payments received from the consumer until we receive the goods back or until the consumer provides proof of returning the goods, depending on which event occurs first.The translation of the HTML text from Russian to English is as follows:
1. The consumer has the right to withdraw from the contract within 14 days without giving any reason.
2. The withdrawal period expires 14 days from the day on which the consumer acquires physical possession of the goods.
3. To exercise the right of withdrawal, the consumer must inform us of their decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail).
4. In the event of withdrawal from this contract, we shall reimburse the consumer for all payments received from them, including the costs of delivery (except for the supplementary costs resulting from their choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about the consumer's decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as the consumer used for the initial transaction, unless the consumer has expressly agreed otherwise; in any event, the consumer will not incur any fees as a result of such reimbursement.
5. If the consumer has chosen a method of delivery other than the least expensive type of standard delivery offered by us, we are not obliged to reimburse the consumer for the additional costs incurred by them.
6. In the event of a refund for a transaction made by the customer using a payment card, the seller will refund the amount to the bank account assigned to the customer's payment card.
In the case of withdrawal, the consumer shall bear only the direct costs of returning the goods.
7. The consumer is liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods.
8. We will make the reimbursement using the same means of payment as the consumer used for the initial transaction, unless the consumer has expressly agreed otherwise, and provided that the consumer does not incur any fees as a result of such reimbursement.