Complaints

Warranty - complaint conditions

Goods sold via www.conhpolelite.coml are covered by the manufacturer's warranty - its content and manner of implementation are specified below.
The footwear has a 24-month warranty in the case of sale for personal use, counted from the moment of its issue.
The footwear is covered by a 12-month warranty in the event of sale for professional or business use, counted from the moment of its release.
The warranty period is not the same as the footwear durability period, which depends on the application of the above-mentioned recommendations for maintenance and use. Failure to comply with these recommendations results in the loss of warranty rights.
The warranty covers hidden defects of the footwear.
Faster wear of shoes may be caused by excessive use, non-compliance with the rules of use (intended use of the footwear) and the lack of proper maintenance.
Only clean, dry and unused shoes are accepted for complaints.
Pre-sales complaints are considered only in the case of unused, clean footwear with no signs of use.
Complaints for worn, dirty, damaged footwear or with damage caused mechanically will not be considered.
A complaint should be submitted as soon as the defect in the footwear is revealed (i.e. when the defect occurs), in order to demonstrate the defects covered by the warranty.
Complaints should be submitted to the Seller's showroom. Proof of purchase of the goods (e.g. a receipt or invoice), the footwear being subject of the complaint as well as the warranty complaint form available at www.conhpolelite.com should be provided. Such a complaint will be processed within fourteen days from the date of delivery of the footwear by the holder of the guarantee.
Information on the consideration of the complaint will be provided to the Claimant, in particular by sending a text message or e-mail.
The Claimant has the right to demand that the product is repaired or replaced with a new item.
The guarantor, after confirming the validity of the complaint, will repair the product or replace it with a new one.
The guarantor is Conhpol, with the following address: Stanisław Dolny 400A, 34-130 Kalwaria Zebrzydowska, VAT No.: 5510002377. The warranty does not exclude, limit or suspend any rights of the Purchaser arising from the regulations regarding a warranty for defects in items sold.
The warranty does not cover:
a. Poorly matched shoe size to the user's foot;
b. Comfort and convenience of footwear;
c. In addition, mechanical damage (e.g. of zippers, buckles, soles), scratches, wear out of the seams, damage resulting from poor fit of the footwear to the foot or its use inconsistent with its intended purpose, defects visible at the time of purchase, dirt, stains, water stains, dirty, worn, neglected, wet, unpreserved footwear, shallow gaps on the gluing edge of the soles and improper maintenance are not subject to complaints. Damage resulting from natural wear and tear (e.g. soles, linings, heels, etc.) is also not subject to complaint.;
d. Material degradation due to cleaning agents/disinfectants/unsuitable for shoe cleaning;
e. Soaking of shoes made of natural leather (precious; leather);
f. Soaking  of leather soles which are used against their intended purpose;
g. Differences in colour and texture of the leather;
h. Folds, wrinkles caused during use and resulting from the natural properties of leather and leather-like materials;
i. Footwear with obvious defects, visible at the time of sale;
j. Slight discoloration of the inside of the shoe made of natural leather under the influence of sweat or soaking and determined according to the so-called "5-level grey scale";
k. Damage resulting from insufficient maintenance and excessive wear of shoes;
l. Discoloration of footwear or half a pair displayed in the form of an advertisement on a shelf or shop window, exposed to strong artificial light or sunlight;
In matters not covered by this section, the relevant provisions of the Civil Code shall apply.
The provisions of this section do not apply to the statutory guarantee for defects.
II. Complaints based on the provisions of statutory guarantee

The customer has the right to submit a complaint based on the provisions of the Civil Code, and in particular in the case of agreements for the sale of goods, a complaint resulting from the statutory guarantee for defects in goods (Article 556 and subsequent of the Civil Code).
The Seller is not liable under the statutory guarantee for defects that the Customer knew about at the time of concluding the agreement. The Seller informs that under certain conditions, within the limits permitted by law, it may propose a solution other than the one selected by the Claimant (see item 4 below). In order to quickly and efficiently carry out the complaint procedure, bearing in mind that not every Consumer's request may be justified under the law, the Seller enables the Claimant to choose the order of his/her requests, in the event that the first or the next request in the declared order is not taken into account. 
The seller, in order to meet the interests of Customers, below provides the content of the relevant articles of the Civil Code, which constitute the basis for submitting a complaint under the statutory guarantee and selecting a specific request:
Article 560
§ 1. If the item sold has a defect, the buyer may submit a declaration of price reduction or withdrawal from the agreement, unless the seller immediately and without undue inconvenience to the buyer exchanges the defective item with a defect-free one or removes the defect. This limitation does not apply if the item has already been exchanged or repaired by the seller or the seller has not satisfied the obligation to exchange the item for a defect-free one or to remove the defect.
§ 2. If the buyer is a consumer, he/she may, instead of the removal of the defect proposed by the seller, demand that the item is exchanged for a defect-free one, or instead of exchanging the item, demand that the defect is removed, unless it is impossible to bring the item into compliance with the agreement in the manner chosen by the buyer or would require excessive costs compared to the manner proposed by the seller. When assessing the excess of costs, the value of the item free from defects, the type and significance of the defect found are taken into account, as well as the inconvenience to which the buyer would otherwise be exposed.
§ 3. The reduced price should be in such proportion to the price resulting from the agreement in which the value of the defective item is proportional to the value of the item without a defect.
§ 4. The buyer may not withdraw from the agreement if the defect is irrelevant.
Article 561
§ 1. If the item sold has a defect, the buyer may demand exchange of the item with a defect-free one or removal of the defect.
§ 2. The seller is obliged to exchange the defective item for a defect-free one or remove the defect within a reasonable time without undue inconvenience to the consumer.
§ 3. The seller may reject of the buyer's request, if bringing the defective item to one that complies with the agreement in a manner chosen by the buyer is impossible or in comparison with other possible way to enforce compliance with the agreement would require excessive costs. If the buyer is an entrepreneur, the seller may refuse to exchange the item for a defect-free one or to remove the defect also when the costs of compensating this obligation exceed the price of the item sold.
Please submit the complaint to the Seller's Showroom or send it to the Seller's address, i.e. Stanisław Dolny 400A, 34-130 Kalwaria Zebrzydowska, with the following information "reklamacja" (complaint). In order to properly process the complaint, the Seller asks for: providing proof of purchase of the claimed items (conclusion of the agreement), a statement (request) with a description of the complaint along with the claimed goods.
In order to submit a complaint, the consumer may use the template of the statement (request) with the description of the complaint, which is available at www.conhpolelite.pl.
The time for responding to the request made in the complaint by the Consumer under the statutory guarantee for defects is fourteen days from the date of its notification. This deadline does not apply to submitting a declaration of withdrawal from the agreement.
Information on the consideration of the complaint will be provided to the Claimant, in particular by sending a text message or e-mail.
In the event of a positive decision on the complaint (the Consumer's request is justified), the Seller will satisfy the Claimant's request in accordance with his/her right, i.e. the goods will be repaired or exchanged free of charge, the price will be refunded or reduced.
Each complaint is processed in accordance with the law. The opinion of a professional expert or manufacturer of footwear, based on the technologies used in the production of footwear, will be attached to the position of the Seller in the scope of the request made by the Consumer.
If it is impossible to exchange the item for a new one, the Seller may offer a refund to the Claimant. In the event that the Claimant expresses such an intention, the item may be exchanged for a different model with the possible obligation to pay any additional amount by the Claimant or with a refund of the excess by the Seller.

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