Complaints

How to Submit a Complaint

All complaints regarding products or the online store can be submitted:

• In writing: ul. Kościerzyńska 32, lokal BZ-30, 51-416 Wrocław, Polska
• Electronically: sales@securetrade.pl

Return address for complaint products:
ul. Kościerzyńska 32, lokal BZ-30, 51-416 Wrocław, Polska

What to Include in Your Complaint

To help us resolve your complaint efficiently, we recommend including the following:

• Details about the complaint – especially the type and date of the defect or non-conformity;
• Your request (e.g., replacement, repair, refund, withdrawal from contract, etc.);
• Your contact details – to help us communicate and resolve the issue quickly.

Note: These recommendations are optional and not required for the complaint to be valid.

If you change your contact details during the complaint process, please notify us.

You may also attach supporting evidence such as photos, documents, or the product itself.

We may request additional information or documents if needed to process your complaint more efficiently.

Response Time

The Seller will respond to your complaint without undue delay, and no later than 14 calendar days from the date of receipt.

Where to Find Legal Provisions

The basis and scope of liability for product conformity are defined by applicable Polish law, including:

• The Civil Code
• The Consumer Rights Act
• The Act on the Provision of Electronic Services (July 18, 2002, Journal of Laws No. 144, item 1204, as amended)

Types of Liability

• Statutory liability of the Seller – always applies in consumer purchases; cannot be excluded.
• Contractual liability (e.g., warranty) – applies only if the product is covered by a warranty issued by the manufacturer or another guarantor.