Complaints Policy

1. Introduction

At Elanique, we strive to provide high-quality products and services. However, if you are dissatisfied with your purchase or experience any issues, you have the right to file a complaint. This policy outlines the procedure for submitting complaints in accordance with Polish consumer protection laws.

2. How to Submit a Complaint

2.1. Complaint Submission Channels

Customers can submit complaints through the following channels:
📧 Email: [support@Elanique.com]

2.2. Information Required in the Complaint

To process your complaint efficiently, please include the following details:

Full name and contact details (email, phone number).
Order number or purchase reference.
Description of the issue, including supporting evidence (e.g., photos of defective products).
Preferred resolution (replacement, refund, repair, etc.).

3. Processing of Complaints

3.1. Acknowledgment of Complaint

Upon receipt of your complaint, we will send an acknowledgment email within 24 hours confirming that we have received your request.

3.2. Complaint Resolution Time

Complaints are processed within 14 calendar days from the date of receipt.
If additional information is required, we will contact you and extend the deadline accordingly.

3.3. Possible Outcomes

Depending on the circumstances, the resolution may include:
✅ Replacement of the product (if defective or incorrect).
✅ Refund (if the issue cannot be resolved).
✅ Repair of the product (if applicable).
✅ Discount or partial compensation in specific cases.

4. Consumer Rights Under Polish Law

Under Polish Consumer Law (Act on Consumer Rights, 30 May 2014), consumers have the following rights:

The right to file a complaint within two years of purchase if a product is defective.
The right to withdraw from a purchase within 14 days if the product was bought online, without giving a reason (return policy applies separately).
The right to request a refund, replacement, or repair of a faulty product.

For more information, consumers may refer to the official website of UOKiK (Office of Competition and Consumer Protection in Poland): https://uokik.gov.pl

5. Dispute Resolution & Alternative Dispute Resolution (ADR)

If you are unsatisfied with the outcome of your complaint, you may seek mediation through alternative dispute resolution (ADR) or the European ODR Platform: https://ec.europa.eu/consumers/odr/
You may also contact local consumer protection authorities or initiate a case in the appropriate civil court in Poland.