Complaints

Basis for complaints

The Customer has the right to file a complaint within 2 years from the date of delivery of the product (statutory warranty), in accordance with the applicable provisions of law.

Additionally, the products are covered by a warranty:
– basic: 12 months
– extended: up to 24 or 36 months (an additional paid option)

Methods of submitting a complaint

Complaints may be submitted in any way convenient for the Customer:
– e-mail: support@medica-japan.pl
– phone / WhatsApp: +48 732 751 039
– complaint form available on the store’s website

We recommend using the complaint form:
medica-japan.pl/reklamacje.pdf

Required information

The complaint should include:
– Customer’s full name
– order number
– purchase date
– product name
– purchase amount
– detailed description of the problem
– photos or video material

Incomplete submissions may extend the complaint handling time.

Complaint handling procedure

In order to speed up the complaint process, it is recommended to first send photo or video documentation before returning the product.

The Customer should not return the product without prior arrangement with the Seller.

If the product is sent without prior arrangement:
– the Seller shall not be responsible for the shipment
– the shipment may not be accepted

After accepting the complaint, the Seller provides individual instructions, including:
– the shipping address
– the delivery method

Complaint processing

Complaints may be handled by:
– the Seller’s warehouse
– an authorized service center
– an external service center within the EU

Time limit for рассмотрение

The complaint is processed within up to 14 calendar days. In justified cases, the repair time may be up to 30 business days. Failure to respond within this period means that the complaint is deemed accepted in accordance with applicable law.

Possible resolutions

If the complaint is accepted, the Customer may choose:
– repair of the product
– replacement with a new product
– price reduction
– refund

Costs

The cost of delivering the complained-about goods is borne by the Customer.

If the complaint is accepted, the Seller may cover the cost of return shipping in accordance with the applicable provisions of law.

Recommendations

In order to speed up the process, we recommend providing a detailed description of the problem and attaching visual materials.