Complaints and warranty

If Goods bought in the Shop have a defect or do not match their description, the Customer notifies the Seller by email at biuro.swepcore@gmail.com or in writing at: ul. Przedwiośnie 4F, 73-110 Grzędzice, Poland. In relation to a Consumer and a Sole Trader with Consumer Rights, the Seller is liable for any lack of conformity of the Goods with the Contract which becomes apparent within 2 years of delivery of the Goods, and responds to a complaint within 14 days. In relation to a Consumer and a Sole Trader with Consumer Rights, the cost of transporting the Goods subject to the complaint, including a machine shipped on a pallet, is borne by the Seller. Every Customer, including a Business Customer, is entitled to the 12-month SWEPCORE warranty.

The rights under Part A apply independently of the warranty. A Consumer and a Sole Trader with Consumer Rights decide for themselves which route to take.

Capitalised terms (Seller, Shop, Customer, Consumer, Sole Trader with Consumer Rights, Business Customer, Goods, Contract, Order) have the meaning given to them in the Terms and Conditions (link in the Shop footer). Complaints concerning the operation of the Shop itself as a website (e.g. the account or forms) are covered by the Terms and Conditions.

A. Lack of conformity of the Goods with the Contract - Consumer and Sole Trader with Consumer Rights

Legal basis and period of liability

In relation to a Consumer, the Seller is liable for lack of conformity of the Goods with the Contract under Chapter 5a (Articles 43a-43g) of the Polish Consumer Rights Act of 30 May 2014 (Dz.U. 2026 poz. 1244). The provisions of the Civil Code on statutory liability for defects do not apply in this case. The same rules apply in relation to a Sole Trader with Consumer Rights (Article 7aa(1) of that Act), so everything in this part that concerns a Consumer also applies to them. Articles cited in this part without the name of the act are those of the Consumer Rights Act.

The Goods are in conformity with the Contract if they correspond to the description, type, quantity, quality, completeness and functionality specified in the Contract, are fit for normal use, have typical durability and safety, and are supplied with accessories and instructions. The specifications given on the product page in the Shop form part of these requirements (Article 43b).

The Seller is liable for any lack of conformity of the Goods with the Contract which existed at the time the Goods were delivered and became apparent within 2 years of that time. If the lack of conformity becomes apparent within that period, it is presumed to have existed at the time of delivery (Article 43c).

Order of remedies

1. Repair or replacement. In the first instance, the Consumer may request repair or replacement of the Goods, at their choice. The Seller may replace the Goods where the Consumer requests repair, or repair them where the Consumer requests replacement, if the method chosen by the Consumer is impossible or would involve excessive costs. If both methods are impossible or would involve excessive costs, the Seller may refuse to bring the Goods into conformity with the Contract. Repair or replacement takes place within a reasonable time (Article 43d).
2. Price reduction or withdrawal from the Contract. The Consumer may make a declaration of price reduction or of withdrawal from the Contract where (Article 43e):
   • the Seller has refused to bring the Goods into conformity with the Contract or has not repaired or replaced the Goods,
   • the lack of conformity persists even though the Seller has tried to bring the Goods into conformity with the Contract,
   • the lack of conformity is so significant that it justifies a price reduction or withdrawal from the Contract without prior repair or replacement,
   • it is clear from the Seller's statement or from the circumstances that the Seller will not bring the Goods into conformity with the Contract within a reasonable time or without excessive inconvenience to the Consumer.

Withdrawal from the Contract is not possible if the lack of conformity of the Goods with the Contract is minor. However, the lack of conformity is presumed to be significant.

This right is independent of the right to withdraw from the Contract without giving any reason within 14 days, which is described on the Withdrawal from the contract page (link in the Shop footer).

Until the Seller has fulfilled its obligations relating to repair, replacement, price reduction or withdrawal from the Contract, the Consumer may withhold payment of the price or of its unpaid part (Article 43f).

Costs and transport of Goods subject to a complaint

Repair and replacement are free of charge for the Consumer. The Seller bears the costs of shipping, transport, labour and materials, as well as the cost of removal and reinstallation, if necessary (Article 43d).

The Consumer does not arrange or pay for transport of the Goods subject to the complaint. The Seller collects the Goods at its own expense. The Seller collects machines shipped on a pallet at its own expense or repairs them on site, at the Customer's premises. The Seller agrees the method and date of collection or of the service visit with the Customer after receiving the complaint, so it is advisable to wait for this contact before sending the Goods.

How to submit a complaint

A complaint can be submitted:

• by email to biuro.swepcore@gmail.com,
• in writing to: SWEPCORE PIOTR WOJTKIEWICZ, ul. Przedwiośnie 4F, 73-110 Grzędzice, Poland,
• via the Shop's contact form (link in the Shop footer).

Questions about a complaint can be asked by telephone on +48 733 770 476 (daily, 08:00-16:00). The complaint itself is best submitted by email or in writing, so that both parties have a record of its content and date.

It is advisable to include in the complaint:

• first name and surname or company name, and contact details (email, telephone),
• the Order number or date of purchase,
• the name and model of the Goods,
• a description of the lack of conformity and the date on which it became apparent,
• the request: repair, replacement, price reduction (with the proposed amount) or withdrawal from the Contract,
• photographs or a video showing the problem,
• the address where the Goods are located, if they are to be collected or repaired on site.

This information speeds up the handling of the complaint. The absence of any of it, including the absence of a receipt or invoice, is not a reason for refusing to accept the complaint.

If the Goods arrived damaged in transport, it is advisable to describe the damage in a report drawn up with the carrier and attach it to the complaint. The absence of such a report does not deprive the Consumer of their rights.

The Seller's response

The Seller responds to the complaint within 14 days of receiving it, on paper or another durable medium, e.g. by email (Article 7a). If the Seller does not respond within that period, the complaint is deemed to have been accepted. The Seller applies the same deadline and the same effect of failure to respond in relation to a Sole Trader with Consumer Rights.

If the complaint is not upheld, the Consumer may use out-of-court dispute resolution methods, e.g. mediation or the permanent consumer arbitration court at the Voivodeship Inspectorate of Trade Inspection in Szczecin, or free assistance from a municipal or district consumer ombudsman. Details are given in the Terms and Conditions (link in the Shop footer). In its response to the complaint, the Seller states whether it agrees to take part in such proceedings.

Refunds

• In the case of a price reduction, the Seller refunds the amount of the reduction without undue delay, at the latest within 14 days of receiving the Consumer's declaration of price reduction.
• In the case of withdrawal from the Contract due to a lack of conformity of the Goods with the Contract, the Consumer makes the Goods available to the Seller, who collects them at its own expense. The Seller refunds the price without undue delay, at the latest within 14 days of receiving the Goods or evidence of their having been sent back.

The refund is made using the same payment method as used by the Customer and in the Order currency, unless the Customer expressly agrees to another method that does not involve any costs for them.

B. Business Customers

In relation to a Business Customer, the Seller's statutory liability for defects (Articles 556-576 of the Civil Code) is excluded in accordance with the Terms and Conditions, under Article 558 § 1 of the Civil Code. The exclusion does not apply to a defect which the Seller has fraudulently concealed (Article 558 § 2 of the Civil Code).

A Business Customer is entitled to the SWEPCORE warranty on the terms described in Part C. It reports defects in the manner described in point 6 of Part C.

A Business Customer should examine the Goods on receipt in the manner customary for goods of that kind, in particular check the condition of the pallet and the machine on delivery, and notify the Seller without undue delay of any defects found (Article 563 of the Civil Code).

Part B does not apply to a Consumer or a Sole Trader with Consumer Rights. They are entitled to the rights under Part A. The other rules on the Seller's liability towards a Business Customer, including its limitations, are set out in the Terms and Conditions (link in the Shop footer).

C. SWEPCORE warranty statement

1. Guarantor

The guarantor is the Seller: SWEPCORE PIOTR WOJTKIEWICZ, ul. Przedwiośnie 4F, 73-110 Grzędzice, Poland, NIP 9551938238, REGON 320787831, email: biuro.swepcore@gmail.com, telephone: +48 733 770 476. The warranty is granted under Article 577 et seq. of the Civil Code (Dz.U. 2026 poz. 795).

2. Warranty and statutory rights

In the event of a lack of conformity of the Goods with the Contract, a Consumer and a Sole Trader with Consumer Rights are entitled by law to remedies from the Seller and at the Seller's expense, as described in Part A. The warranty does not affect these remedies. The warranty does not exclude, limit or suspend the rights of a Consumer and a Sole Trader with Consumer Rights in respect of a lack of conformity of the Goods with the Contract.

3. Goods covered by the warranty

The warranty covers Goods sold in the Shop, i.e. new SWEPCORE-brand cleaning machines (scrubber dryers, vacuum cleaners and sweepers), together with the equipment supplied in the set and described on the product page, subject to the exclusions in point 8.

4. Warranty period and scope

The warranty lasts 12 months from the date on which the Goods are handed over to the Customer. The warranty is valid within the territory of Poland. It covers physical defects which become apparent during the warranty period and result from causes inherent in the Goods (Article 578 of the Civil Code). The warranty is available to every Customer: a Consumer, a Sole Trader with Consumer Rights and a Business Customer.

5. Guarantor's obligations

Under the warranty, the guarantor removes the defect free of charge by repairing the Goods. If repair is not possible, the guarantor replaces the Goods with Goods free from defects. The Customer does not pay for repair or replacement under the warranty. The cost of parts, labour and transport is covered by the guarantor. Point 7 describes when the guarantor may charge a Business Customer the cost of transport if the reported defect is not covered by the warranty.

6. How to report a defect

Defects are reported to the guarantor during the warranty period:

• by email to biuro.swepcore@gmail.com,
• by telephone on +48 733 770 476 (daily, 08:00-16:00),
• in writing to: SWEPCORE PIOTR WOJTKIEWICZ, ul. Przedwiośnie 4F, 73-110 Grzędzice, Poland.

It is advisable to include in the notification the Order number or date of purchase, the name and model of the Goods, a description of the defect and the date on which it became apparent, photographs or a video and the address where the Goods are located. The guarantor confirms receipt of the notification and agrees the next steps with the Customer. If the guarantor considers that the defect is not covered by the warranty, it informs the Customer of this by email or in writing, stating the reason.

7. Place and time of repair

Warranty repairs are carried out by the SWEPCORE service team. After receiving the notification, the guarantor agrees with the Customer whether the repair will take place where the Goods are located or at the SWEPCORE service centre. The guarantor carries out on-site repairs, collection of the Goods and their return after repair at an address in Poland. The cost of transporting Goods covered by the warranty to the service centre and back is covered by the guarantor (Article 580 of the Civil Code). The guarantor collects machines shipped on a pallet at its own expense.

If, after inspection, it turns out that the reported defect is not covered by the warranty (points 4 and 8), the guarantor may charge the Business Customer the documented cost of transporting the Goods or of the service visit, provided that it informed the Business Customer of the amount of that cost before collecting the Goods or before the service visit and the Business Customer accepted it. This does not apply to a Consumer or a Sole Trader with Consumer Rights.

The guarantor removes the defect, i.e. repairs or replaces the Goods, within 14 days of the date on which the Goods are delivered to the guarantor (Article 580 § 1 of the Civil Code). If the Goods are collected by the guarantor, the date of delivery is the date on which the Goods are collected from the Customer. If the repair takes place where the Goods are located, the period is 14 days from the date of receipt of the notification. If spare parts need to be obtained for the repair, the guarantor informs the Customer of this before that period expires and gives the expected repair date. This does not release the guarantor from liability for delay and does not limit the rights of a Consumer and a Sole Trader with Consumer Rights described in Part A.

8. What the warranty does not cover

The warranty covers only defects resulting from causes inherent in the Goods (Article 578 of the Civil Code). It therefore does not cover, in particular:

• natural wear of consumable parts that wear out during normal use (brushes, pads, squeegee rubbers, i.e. squeegee blades, and filters); defects in these parts resulting from causes inherent in the Goods, e.g. defects in material or workmanship, which become apparent during the warranty period are covered by it,
• mechanical damage occurring after the Goods have been handed over, e.g. cracks, dents or impact damage,
• defects resulting from use of the Goods contrary to the operating instructions,
• defects resulting from repairs or modifications carried out by unauthorised persons, i.e. persons other than the SWEPCORE service team,
• defects resulting from failure to carry out the maintenance described in the operating instructions,
• defects resulting from the use of chemical agents not permitted by the operating instructions.

These exclusions apply only to the warranty. They do not limit the rights of a Consumer and a Sole Trader with Consumer Rights described in Part A.

9. Extension of the warranty period

The warranty period is extended by the time during which the Customer could not use the Goods because of the defect, including the time of repair. If the guarantor replaces the Goods with Goods free from defects or carries out a significant repair, the warranty period starts again from the date of delivery of the Goods free from defects or of the return of the repaired Goods. If the guarantor replaces a part of the Goods, the warranty period starts again for the replaced part (Article 581 of the Civil Code).

10. Warranty document

This statement is the warranty document. The Seller attaches it as a PDF file to the email confirming receipt of the Order and provides it to the Customer together with the Goods. At the Customer's request, the guarantor also provides it on paper or another durable medium (Articles 577² and 577³ of the Civil Code).

Last updated: 1 October 2026.