Complaints

If the purchased Product is inconsistent with the contract, the Consumer has the right to file a complaint in accordance with the applicable legal provisions.

Basis for complaint

The Seller is liable to the Consumer for any non-conformity of the Product with the contract existing at the time of delivery of the Product and revealed within 2 years from the date of its delivery.

A Product is consistent with the contract if, in particular:

  • it matches the description, type, quantity, quality, completeness, and functionality resulting from the contract
  • it is suitable for the purpose for which Products of this type are typically used
  • it possesses features that the Consumer can reasonably expect, considering the nature of the Product and public assurances made by the Seller or manufacturer

How to file a complaint

A complaint can be filed:

  • electronically to the e-mail address: contact@bristlelab.pl
  • in writing to the address for complaints and returns: ul. Hoża 86/410, 00-682 Warszawa

To ensure efficient processing of your complaint, we recommend providing:

  • first and last name
  • order number
  • contact details
  • name of the complained Product
  • description of the identified non-conformity
  • date the problem was noticed
  • request regarding the method of resolving the complaint

Providing the above information is merely helpful and not a condition for effective submission of a complaint.

Consumer rights

If the Product is found to be non-compliant with the contract, the Consumer may demand:

  • repair of the Product, or
  • replacement of the Product

If bringing the Product into conformity with the contract through repair or replacement is impossible or would involve excessive costs, the Seller may refuse to bring the Product into conformity with the contract in the manner chosen by the Consumer.

In cases provided for by applicable law, the Consumer may also submit a statement of:

  • price reduction, or
  • withdrawal from the contract

Withdrawal from the contract is not applicable if the lack of conformity of the Product with the contract is insignificant.

Complaint processing period

The Seller will respond to the complaint within 14 days from the date of its receipt.

Complaint costs

If the complaint is found to be justified, the Seller shall bear the costs of bringing the Product into conformity with the contract, including, in particular, the costs of collection, delivery, repair, replacement, labor, and materials.

In the case of a justified complaint, the Consumer does not bear the costs associated with the complaint.

Returning the complained Product

If it is necessary to deliver the Product for the complaint to be processed, the Consumer will be informed of the further procedure.

The complained Product should be sent to the address:

Recipient: Level Up Sp. z o.o.
Address: ul. Wólczyńska 133, bud. 6 magazyn 11/4
Postal code and city: 01-919 Warsaw
Phone: +48 780 112 165
E-mail: contact@bristlelab.pl

If possible, we recommend securely packaging the Product and attaching information that allows identification of the order.

Proof of purchase

To process a complaint, it is helpful to provide proof of purchase or data allowing identification of the order, such as the order number, payment confirmation, or the e-mail address used when placing the order.

Complaint vs. Warranty

Rights arising from the non-conformity of the Product with the contract are independent of any rights resulting from a warranty, if a warranty has been granted.

Contact

For matters concerning complaints, you can contact the Seller:

e-mail: contact@bristlelab.pl
phone: +48 780 112 165
headquarters address: ul. Hoża 86/410, 00-682 Warsaw