I. General Provisions

1. This Complaint Policy sets out the rules for submitting and handling complaints in the beSmart.bike online store operated by Artur Dmochowski, conducting business under the name Artur Dmochowski ARTNOVA, with its registered office at ul. Mrówcza 85/4 unit 1, 04–857 Warsaw, Poland, NIP (Tax ID): 1180746769, REGON (Business ID): 015167524, e-mail: contact@besmart.bike, phone: +48 502 520 533.
2. This Policy applies to all products offered in the Store and to all customers who are consumers as defined by applicable law.
3. The Seller is liable to the Customer for the conformity of goods with the sales contract under the provisions of the Polish Civil Code (statutory warranty – rękojmia), and additionally under the manufacturer’s guarantee provided below.

II. Statutory Warranty for Defects

1. Under Articles 556–576 of the Polish Civil Code, the Seller is responsible to the Customer for any physical or legal defects of the sold goods.
2. A physical defect means that the goods do not comply with the contract, in particular if:
   • the goods lack the properties that they should have according to the contract,
   • they are not suitable for the purpose communicated by the Customer to the Seller,
   • they were delivered incomplete.
3. The Seller’s liability under the statutory warranty lasts for 2 years from the date of delivery of the goods.
4. A Customer who identifies a defect should promptly submit a complaint, providing:
   • first and last name,
   • e-mail address or mailing address,
   • order number,
   • description of the defect,
   • preferred remedy (repair, replacement, price reduction, or withdrawal from the contract).
5. Complaints may be submitted:
   • by e-mail to contact@besmart.bike, or
   • in writing to the Seller’s registered address:Artur Dmochowski ARTNOVA, ul. Mrówcza 85/4 unit 1, 04–857 Warsaw, Poland
6. The Seller reviews complaints within 14 calendar days of receipt.
7. Failure to respond within this period means that the complaint is deemed justified.
8. If the complaint is accepted, the Seller will:
   • promptly replace the product with a new one or repair it, or
   • if this is not possible, refund the full purchase price to the Customer.
9. The Seller covers the cost of returning the defective product if the complaint is upheld.
10. The statutory warranty does not cover damage resulting from:
    • improper use,
    • unauthorized modifications,
    • external factors (e.g., corrosion, mechanical damage).

III. Manufacturer’s Guarantee

1. The Seller, as the manufacturer, provides a 12-month quality guarantee for all offered products, valid from the date of delivery.
2. The guarantee covers manufacturing and material defects that appear during the guarantee period.
3. The guarantee does not cover:
   • damage resulting from improper use, installation, or storage,
   • mechanical damage (e.g., scratches, cracks caused by impact),
   • normal wear and tear.
4. Under the guarantee, the manufacturer undertakes to replace the defective product with a new one.
5. To submit a guarantee claim, the Customer should contact contact@besmart.bike, describing the defect and attaching photos documenting the issue.
6. Upon receiving the claim, the Seller may request the Customer to return the defective product for verification.
7. The replacement will be made within a reasonable time, not exceeding 14 business days from the receipt of the product.
8. Using the guarantee does not exclude, limit, or suspend the Customer’s rights under the statutory warranty (rękojmia).

IV. Return Procedure for Complaints

1. When returning a product (under either the warranty or guarantee), the Customer should properly secure it to avoid damage during transport.
2. It is recommended to include a copy of the proof of purchase (invoice or online order confirmation).
3. If the complaint is accepted, the Seller reimburses the cost of returning the product up to the value of the standard courier delivery rate applicable in the Customer’s country.
4. If the complaint is rejected, the product may be returned to the Customer at their expense.

V. Contact Details for Complaints

VI. Final Provisions

1. This Complaint Policy is effective from the date of its publication on the beSmart.bike website.
2. In matters not regulated by this Policy, the provisions of Polish law, including the Civil Code and the Consumer Rights Act, shall apply.
3. This Policy is available in Polish and English.