The complaint must be submitted by the Consumer electronically to the Seller's e-mail address: sklep@bbq.pl. Due to the nature of the product and the need for its proper storage, all claims and complaints must be reported within 24 hours of receiving the shipment. Claimed products must remain in their original packaging. Until the complaint is considered, they must be stored in appropriate refrigeration conditions (products cooled in a refrigeration device, frozen products in a freezer).
Obvious technical damage to the packaging caused during transport must be immediately reported to the carrier delivering the shipment, as well as documented photographically or in the form of video during the receipt of the shipment.
In order to submit a complaint related to a product defect, the Consumer must make a video or photographic documentation of the advertised product, placing the product label on the recording or photo and visible, reported product defects. Then he must send this documentation together with a concise description of the product defect to sklep@bbq.pl within 24 hours of receiving the shipment. It is recommended that the complaint also include the data of the Consumer submitting the complaint and the Consumer's request in connection with the defect of the goods.
The claimed goods must be left in their original packaging and stored in refrigerated conditions at the Seller's disposal.
The seller will respond to the complaint request immediately, no later than within 7 days. If the Seller does not respond to the complaint request within 7 days, it is considered that the Consumer's request was justified.
If the Seller recognizes the legitimacy of the complaint, the products will be immediately replaced and delivered to the Consumer.
The consumer is obliged to return the claimed goods on the next working day after accepting the complaint at the Seller's expense to the Seller's address in a protective packaging (styrobox and cooling inserts). The consumer may also agree with the Seller that the Seller will collect the goods from him using his own refrigerated transport.
Complaints submitted within a period other than 24 hours from the time of receipt of the parcel, unfortunately, will not be considered.