UltrasPiro.Com Complaints Procedure
for Entrepreneurs, Legal Entities and Consumers
The operator of the ultraspiro.com website and the provider of goods and services within its
business activities (hereinafter referred to as the “Seller”) is:
VAT ID: PL6462768684
registered in the Commercial Register kept by the CENTRALNA EWIDENCJA I INFORMACJA O DZIALALNOSCI GOSPODARCZEJ prowadzona przez ministra rozwoju pracy i technologii)
The rights and obligations of the contracting parties arising from liability for defects (hereinafter
referred to as “complaints”) shall be governed by the relevant generally binding legal
regulations; in particular the provisions of Act No. 89/2012 Coll., the Civil Code, as amended
(hereinafter referred to as “CC”), as well as other legal regulations; in particular Act No. 634/1992
Coll., on Consumer Protection, as amended (hereinafter referred to as “CP”).
The Buyer in this sense may be:
A consumer in accordance with Section 419 CC and Section 2(1)(a) of the CP (hereinafter
referred to as the “Consumer”),
An entrepreneur in accordance with § 420 CC. For the purposes of the GTC )General
Terms and Conditions), an entrepreneur means a person who carries out a gainful
activity on his/her own account and responsibility by means of a trade or similar activity
with the intention of doing so on a continuous basis for the purpose of making a profit in
the course of his/her business activity and provides his/her identification number in the
order (hereinafter referred to as “Entrepreneur”),
A legal person in accordance with Section 118 et seq. CC. A legal person is an organised
body that is determined by law to have a legal personality or whose legal personality is
recognised by law. A legal person may, irrespective of the object of its activity, have rights and obligations which are compatible with its legal nature (hereinafter referred to
By concluding the Purchase Agreement, the Buyer agrees to the General Terms and Conditions
(hereinafter referred to as “GTC”), of which the Complaints Procedure is an integral part, and
confirms that the Buyer has become familiar with the contents of these documents.
The Seller hereby duly informs the Buyer of the scope, conditions and method of making a
complaint, including information on where and how the complaint can be made.
Seller’s Liability for Defects
In accordance with Section 2161 of the Civil Code, the Seller guarantees to the Buyer that the
goods are free from defects upon acceptance. In particular, the Seller guarantees to the Buyer
that at the time the Buyer took over the goods:
the goods have the characteristics agreed between the parties and, in the absence of an
agreement, those characteristics which the Seller or the Manufacturer specified or which
the Buyer expected with regard to the nature of the goods and based on the Seller’s or
the goods are fit for the purpose for which the Seller states they are to be used or for
which goods of that kind are usually used,
the goods correspond in quality or workmanship to the agreed sample or specimen if the
quality or workmanship were determined by reference to the agreed sample or
the goods are in the appropriate quantity, measure or weight and
the goods comply with the requirements of the legislation.
The Seller shall attach a tax receipt to each item purchased, which can be used to make the
Products from Ultras Piro:
- The Buyer has the right to make a complaint regarding the goods purchased from the
Ultrapiro.com within 24 months (hereinafter referred to as the “Guarantee Period”).
The Buyer is also entitled to make a complaint within the period specified in
the technical specifications of the instrument or within the period specified by
agreement of the parties in the Purchase Agreement (hereinafter referred to as the
The Guarantee Period starts upon receipt of the goods by the Buyer.
If the Buyer makes a justified complaint, the warranty period is extended by the period during
which the Buyer cannot use the defective goods.
If the Buyer fails to make the complaint within the said period, its rights resulting from the
defective performance shall expire. IV.
Filling a Complaint
The Buyer is obliged to file a complaint without undue delay after discovering the defect.
The Buyer shall exercise the rights under the liability for defects, i.e. the right to repair the goods,
the right to exchange the goods or parts thereof, the right to a reasonable discount and the right
to withdraw from the Purchase Agreement (refund), with the responsible person at the address
referred to in Article I, p. 1.
The Seller shall only receive complaints via shipping services at the Seller’s address specified in
the preceding paragraph.
The Buyer shall send the goods in suitable packaging that corresponds to the nature and
characteristics of the goods claimed so that they are sufficiently protected during transport to
When sending the goods by means of a carrier, the delivery of the consignment must not be
subject to payment of a delivery fee (cash on delivery). The Seller reserves the right to refuse to
take over such shipment.
The shipment of the claimed goods must contain:
complete packaging of the goods claimed,
a copy of the proof of purchase,
a detailed description of the defect,
the Buyer’s contact details necessary to process the complaint (name, surname, address,
email, telephone contact),
the requested method of handling the complaint (repair, replacement, discount,
completion of what is missing, withdrawal from the Purchase Agreement) – the Buyer
cannot change the choice made without the Seller’s consent; this does not apply if the
Buyer has requested the repair of a defect that proves to be irreparable.
The Seller shall, as part of the complaint procedure, assess the claimed goods from the viewpoint
of the condition in which they were received from the Buyer.
Within the framework of the complaint, the Seller will only assess the defect(s) specified by the
Buyer in the complaint – for this reason, the Seller requires a detailed description of the defect.
Upon completion of the complaint procedure, the Seller shall issue the Buyer a written
confirmation of the settlement of the complaint, which shall include in particular:
the date and manner of settlement of the complaint,
confirmation of the manner in which the complaint was settled and the duration of the
where applicable, a written justification for the rejection of the complaint.
Rights from Defective Performance
If the item does not have the characteristics set out in Section 2161, the Buyer may also demand
the delivery of a new item without defects, unless this is unreasonable due to the nature of the
defect, but if the defect concerns only a part of the item, the Buyer can only demand the
replacement of that part; if this is not possible, the Buyer may withdraw from the Agreement.
However, if this is disproportionate due to the nature of the defect, especially if the defect can
be removed without undue delay, the Buyer has the right to have the defect removed free of
The Buyer is also entitled to the delivery of a new item or the replacement of a part in the case of
a removable defect if the item cannot be used properly due to the recurrence of the defect after repair or due to a greater number of defects. In this case, the Buyer also has the right to
withdraw from the Agreement.
If the Buyer does not withdraw from the Agreement or does not exercise the right for the
delivery of a new item without defects, replacement of a part of the item or repair of the item,
the Buyer has the right to request a reasonable discount. The Buyer is also entitled to a
reasonable discount if the Seller is unable to supply a new item without defects, to replace a part
of the item or to repair the item, and if the Seller fails to remedy the defect within a reasonable
time or if the remedy would cause the Consumer considerable difficulty.
Anyone who has a right under Section 1923 of the Civil Code is also entitled to compensation for
the costs reasonably incurred in exercising that right. However, if the right to compensation is
not exercised within one month after the expiry of the period within which the defect must be
brought to attention, the court shall not grant the right if the Seller argues that the right to
compensation was not exercised in time.
The rights in connection with defective performance do not apply, in particular, to cases where
the defect or damage has occurred due to:
normal wear and tear caused by the use of the goods,
improper installation, handling, operation or insufficient care of the goods,
unauthorised interference with the goods and alterations to the goods made by the
Buyer, if the defect has arisen as a result of such interference or alteration,
removal or damage of seals where the goods are sealed,
removal of such seals out of the scope of the relevant authorisation,
damage caused by natural hazards or force majeure,
use contrary to the instructions for use,
use contrary to generally accepted rules of use,
use contrary to the technical conditions of the goods,
use contrary to the instructions provided in the service manual or operating instructions,
use in conditions that do not correspond to the temperature, dustiness, humidity,
chemical and mechanical conditions of the environment that are directly specified by the
manufacturer or that are clearly implied by the nature of the product,
forging of documents – the tax document shows signs of having been altered, or the
goods bear a different serial number from that shown on the tax document.
In relation to Consumers, the Seller or its authorised employee are obliged to decide on the
complaint immediately, or within 3 working days in complex cases, and to settle the complaint
within 30 days from the date of the complaint, unless the Seller and the consumer agree on a
longer period. The expiry of this time limit in vain shall be considered a material breach of the
The Seller or its authorised employee are obliged to decide on an Entrepreneur’s complaint as
soon as possible and without undue delay, unless the Seller agrees with the Entrepreneur on a
- The Hydraulics Division shall settle the complaint within 40 days from the date of the
complaint unless the Seller and the Buyer agree on a longer period,b. The Aerospace Division shall settle the complaint within 60 days from the date of the
complaint unless the Seller and the Buyer agree on a longer period,
The Buyer shall provide the Seller with all assistance necessary to verify the existence of the
claimed defect and to remedy it.
The Seller shall inform the Buyer by e-mail about the settlement of the complaint and its result
after the complaint has been settled; at the same time, the Seller shall inform the Buyer about
the method of delivery of the goods or provision of other performance.
After the complaint has been settled, the Seller shall issue a written confirmation to the Buyer in
accordance with Article IV, paragraph 9.
The claimed goods will be shipped to the Buyer’s address by means of a carrier after the
complaint has been settled. If the Buyer requires the goods to be sent to a different address than
the one indicated in the complaint report, the Buyer must sufficiently notify the Seller of this
If the Buyer is a consumer, the Buyer is entitled to reimbursement of the costs reasonably
incurred in making the complaint, such costs being understood to be the lowest possible. This
includes, in particular, the postage costs for sending the claimed goods. In particular, the cost of
travelling by car to make the complaint, the cost of sending the goods by express delivery service
and other similar costs may not be regarded as reasonable costs. The Buyer must request
reimbursement of these costs from the Seller without undue delay, but within one month of the
end of the period for exercising the rights arising from the defective performance at the latest.
The Buyer undertakes to accept the claimed goods from the carrier.
The Buyer will be informed of the delivery date.
If the Buyer is not present at the time of delivery, the Buyer may pick up the claimed
goods in accordance with the carrier’s shipment notification. If the Buyer is not able to
pick up the goods within the specified period, the claimed goods shall be returned to the
Seller. If the Buyer requests the claimed goods to be re-sent, the Buyer shall bear the
costs associated with the re-delivery of the goods.
The shipment of the claimed goods that is not taken over by the Buyer will be returned
to the Seller and placed in storage. If the Buyer does not express an interest in redelivery
of the goods within 6 months from the date of settlement of the complaint, the Seller
reserves the right to sell or dispose of the goods. If the goods that were not taken over
are sold, the Seller shall pay the proceeds of the sale to the Buyer upon the Buyer’s
claim. The Seller has the right to unilaterally offset costs incurred in connection with the
sale of the goods (e.g. the cost of repair, storage of the goods, costs associated with the
sale of the goods and other legitimate claims).
Special Position of the Consumer
The Consumer is not subject to those provisions of the Complaint Procedure that exclude or limit
his/her rights from defective performance of the Purchase Agreement or rights to compensation
The rights and obligations of the contracting parties regarding the liability for defects shall be
governed by the relevant generally binding legislation; in particular the provisions of Act No.
89/2012 Coll., the Civil Code, as amended, and Act No. 634/1992 Coll., on Consumer Protection,
as amended. VIII.
Inspection of Goods
In connection with a settled complaint, the Seller undertakes to deliver the claimed goods back
to the Buyer and the Buyer undertakes to take over the claimed goods.
The Seller delivers the goods only via carriers.
Upon receipt of the claimed goods from the carrier, the Buyer is obliged to check the integrity of
the packaging of the goods and to notify the carrier immediately in the event of any defects. If
the packaging is found to be damaged, indicating unauthorised handling of the shipment, the
Buyer may not accept the shipment from the carrier. If the Buyer accepts the shipment from the
carrier, the Buyer shall take over the shipment with reservations and shall indicate the nature of
the damage in the carrier’s handover report. This shall be without prejudice to the Buyer’s rights
under liability for defects of the goods and other rights of the Buyer under generally applicable
The Buyer who has taken over the delivery with reservations shall notify the Seller without
undue delay at the address specified in Article I, point 1 and enclose the carrier’s handover
report; it is recommended (not required) to enclose photos of the damage to the packaging.
On the day of receipt of the claimed goods, the Buyer undertakes to check their compliance with
the complaint form – in particular, to check that the goods are complete and that the packaging
contains everything it should contain. Later objections will no longer be taken into account.
Breach of the obligation referred to in paragraphs 3, 4 and 5 of this article shall be considered a
material breach of the Agreement by the Buyer. If the goods are taken over by the Buyer and the
Buyer fails to notify the Seller of any defect without undue delay, the Agreement shall be
deemed to have been duly and timely performed.
The Buyer’s rights under the law are not affected by this Complaints Procedure.