Returns and complaints

Complaints

PATON Europe Sp. z o. o. is the official representative of the products in its offer – and we are responsible for the warranty of a given product (its terms are specified in the warranty card). Warranty claims can be submitted at our official service center indicated on the warranty card.

For quantity or quality complaints, it is recommended to prepare a damage protocol in the presence of the person delivering the order.

The complaint process depends on the legal basis chosen by the customer:

• manufacturer’s warranty (processing and resolution of complaints within the time frame and terms specified in the warranty card),
• or seller’s liability for defects (procedure in accordance with the Act of May 30, 2014, on Consumer Rights).

The seller is responsible for physical defects of the purchased product under the terms specified in the Act of May 30, 2014, on Consumer Rights.

Complaints arising from violations of the customer’s rights should be directed to: sale@paton.uk

We commit to resolving every complaint within 14 days. If the resolution time is extended, we will inform the customer of the exact date for complaint resolution. Please note that the complaint resolution time (14 days) is not the same as the implementation time.

If the complaint is not accepted, the customer will be notified in writing within 14 days with a justification for the decision. Failure to provide such information within the specified period means the complaint is accepted and will be processed.

Issues related to violations of consumer rights and interests can be referred to the Consumer Ombudsman:

• in person,
• in writing via post,
• or electronically via the ePUAP platform.

To receive legal help or advice, all documents related to the matter, such as agreements, invoices, warranty documents, and receipts, must be presented.

To initiate the complaint procedure, a special complaint form must be downloaded, completed, and submitted to us in one of the following ways:

1. Send a scanned copy via email to: sale@paton.uk
2. Send it by post to: PATON Europe Sp. z o. o., ul. Kapitałowa 4, 35-213 Rzeszów
3. Deliver it personally to our store at: PATON Europe Sp. z o. o., ul. Kapitałowa 4, 35-213 Rzeszów.

Online Store Returns

Every customer has the right to withdraw from a distance contract within 14 days without providing a reason (calculated from the day the product or its last component was received).

To withdraw from the contract, please fill out the Withdrawal Form and send it to: sale@paton.uk

The provided form is not mandatory – any other form of withdrawal constituting a clear declaration will suffice.

To meet the withdrawal deadline, it is sufficient to send the above information before its expiration.

Alternative Dispute Resolution Methods

Consumers can use alternative dispute resolution methods for complaints and claims. To opt for amicable resolution of disputes concerning online purchases, consumers can submit their complaints via the EU ODR platform at: http://ec.europa.eu/consumers/odr/