Complaint Handling Policy

This Complaint Handling Policy (“Policy”) describes how Prife International EU sp. z o.o. (“we”, “us”, “the Company”) receives, processes, and resolves complaints (“reklamacje”) submitted by customers (“Consumers”) who purchase wellness devices (“Products”) through our webstore at prifestore.eu, for delivery within the European Union.

This Policy applies to all Products purchased directly through our webstore by Consumers.

This Policy does not replace, and should be read together with, our separate Terms and Conditions, Right of Withdrawal / Returns Policy, and Datenschutzerklärung.

Complaint handling is governed primarily by:

• The Polish Act of 30 May 2014 on Consumer Rights (Ustawa o prawach konsumenta), implementing Directive 2011/83/EU on consumer rights;
• The Polish Civil Code (Kodeks cywilny), Articles 556–576⁴, on statutory warranty for defects (rękojmia);
• Regulation (EU) 2019/771 on contracts for the sale of goods, as implemented into Polish law;
• Directive 2013/11/EU on alternative dispute resolution for consumer disputes;
• For cross-border EU purchases, the consumer protection rules of the Consumer’s country of residence apply in addition, where these are more favourable to the Consumer under mandatory local law.

Nothing in this Policy limits any statutory right a Consumer has under the mandatory law of their country of habitual residence.

A complaint may be filed by any Consumer who purchased a Product through our webstore.

“Consumer” means a natural person who purchases a Product for purposes not directly related to their business or professional activity, as defined under Polish and EU consumer law.

Complaints can be submitted through any of the following channels:

Information to include, to help us process the complaint without delay:

1. Full name and contact details (email, phone, delivery address);
2. Order number / proof of purchase (invoice or confirmation email);
3. Product name and, if applicable, batch/serial number;
4. Description of the defect, non-conformity, or issue, including when it was first noticed;
5. Photos or video, where the issue is visible (e.g. physical damage, malfunction);
6. The remedy requested (repair, replacement, price reduction, or contract withdrawal), where the Consumer has a preference.

A complaint does not need to follow any specific form or use the word “complaint” — any communication expressing dissatisfaction with a Product or with the conduct of a Distributor will be treated as a complaint under this Policy.

1. Acknowledgement — We confirm receipt of the complaint within 2 business days, by email, including a reference number.
2. Assessment — Our team reviews the complaint, which may include requesting the Product back for inspection at our cost (we will provide a prepaid return label or reimburse reasonable shipping costs).
3. Decision and response — We respond to the Consumer with our decision within 14 calendar days of receiving the complaint. Under Polish law, if we fail to respond within 14 calendar days to a complaint based on statutory warranty (rękojmia), the complaint is deemed accepted.
4. Resolution — Where the complaint is accepted, we implement the agreed remedy (see Section 6) within a reasonable time, and in any event without undue delay and without significant inconvenience to the Consumer.
5. Reasoned refusal — Where we do not accept a complaint, we provide the Consumer with a clear, written explanation and information on further options (see Section 9).

6.1 Statutory Warranty for Defects (Rękojmia)

Products are covered by the statutory warranty for physical and legal defects for 2 years from the date of delivery, as provided by the Polish Civil Code and EU Regulation 2019/771. If a Product is defective or non-conforming with the contract, the Consumer may request, in order of priority generally recognised by law:

• Repair or replacement (free of charge), unless impossible or disproportionately costly for us; or, if repair/replacement is not carried out properly or in time,
• A price reduction proportionate to the defect, or
• Withdrawal from the contract with a full refund, where the defect is significant.

6.2 Commercial Guarantee (if applicable)

Where a Product is sold with an additional manufacturer’s or Company guarantee (gwarancja), the specific terms, duration, and scope of that guarantee are provided with the Product or on its product page. A commercial guarantee does not exclude, limit, or suspend the Consumer’s statutory warranty rights under Section 6.1.

6.3 Refund Method and Timing

Approved refunds are issued using the same payment method used for the original purchase, unless the Consumer expressly agrees otherwise, and are processed within 14 calendar days of the decision to accept the complaint.

Separately from complaints about defects, Consumers purchasing via our webstore have the right to withdraw from the contract within 14 days of receiving the Product, without giving any reason, in accordance with the Act on Consumer Rights implementing Directive 2011/83/EU. This is addressed in full in our separate Right of Withdrawal / Returns Policy, including the standard withdrawal form, exceptions (e.g. hygiene-sealed devices/accessories once unsealed, where applicable), and return shipping arrangements.

If a Consumer is not satisfied with our response, they may pursue the complaint through:

• UOKiK (Polish Office of Competition and Consumer Protection) — uokik.gov.pl — for general guidance on consumer rights;
• Permanent Consumer Arbitration Courts (Stałe Sądy Polubowne przy Wojewódzkich Inspektoratach Inspekcji Handlowej) — voluntary arbitration, subject to both parties’ consent;
• Municipal or District Consumer Ombudsman (Miejski/Powiatowy Rzecznik Konsumentów) — free assistance for Polish residents;
• National consumer dispute resolution bodies in the Consumer’s own EU country of residence — a full list is maintained by the European Commission at: consumer-redress.ec.europa.eu/dispute-resolution-bodies;
• The Consumer’s local courts, which retain jurisdiction at all times; nothing in this Policy limits the Consumer’s right to bring a claim before the competent court.

Note: the EU’s centralised Online Dispute Resolution (ODR) platform was discontinued by the European Commission on 20 July 2025 and is no longer available; consumers should use the national dispute-resolution body list linked above instead.

Filing a complaint is free of charge. If a complaint is accepted, we bear the reasonable cost of returning the defective Product to us. If a complaint is rejected, standard return shipping costs (if the Product was already sent back) may be charged to the Consumer, unless local mandatory law provides otherwise.

This Policy is governed by Polish law, without prejudice to any mandatory consumer protection provisions of the Consumer’s country of habitual residence, which continue to apply where more favourable to the Consumer.

Prife International EU sp. z o.o. Warsaw Towers, Level 6, Ulica Sienna 39, 00-121 Warsaw, Poland NIP: 5252912766 · KRS: 0000978209 · REGON: 522365393
Email (product complaints & warranty): eu.replacement@prifeintl.biz
Email (general support): eu.support@prifeintl.biz
Phone: +48 662 000 752
Webstore: prifestore.eu

This Policy may be updated from time to time to reflect changes in law or our processes. The version published on our webstore at the time a complaint is submitted applies.