Complaint procedure

9.a. Please, submit all remarks concerning the quality of the products sold, customer service and discrepancies between the factual state and the invoice in writing to our Complaints Department: +48 42 645 55 65 [email protected], and in the case of export, to TME's Export Department : +48 42 645 54 44 [email protected].

9.b. Returns of defective and mistakenly delivered goods should be made exclusively after obtaining the consent from a TME Complaint Department employee. The goods can be returned only by shipment without cash on delivery. A Complaint Department employee can, in specific cases, ask a specific forwarder or carrier to collect the goods.

9.c. The reason for the return may also be the delivery by TME of the products with parameters other than those described in our catalogue, if the discrepancy of parameters affects the functionality of the products determined in accordance with their intended purpose.

9.d. After we receive the complaint notification and the goods concerned (if TME considers the examination of the goods as indispensable to consider the complaint) we examine the legitimacy of a given complaint. In case of accepting the complaint, it is only possible to reimburse the money, grant compensation with the current charges, or replace the goods with products free of any defects.

9.e. In the event that the complaint is accepted, a corrective invoice will be issued as a confirmation that its terms and conditions between the Customer and TME have been agreed and fulfilled. Pursuant to art. 29a(13) and Art. 86(19a) of the VAT Act of 11 March 2004, the corrective invoice constitutes a confirmation of the agreement on reducing the taxable base between the parties.

9.f. The complaint must include precise description of the complaint cause, a copy of purchase document and expected way of settling the complaint, selected from the ways described in item 9.d. A complaint notification should be made in the complaint form which can be found on the web page www.tme.eu in the "How to buy" section, "Complaint form" tab.

9.g. Quantity complaints can be reported not later than 7 working days from the date of receiving the shipment.

9.h. If the shipment arrived in a state that indicates possible mechanical damage during transport, the Customer should check it in the presence of the courier and make a protocol describing the damages. Only such a protocol, signed by a forwarder, constitutes the basis for the complaint.

9.i. TME’s responsibility for delivery of defective goods is limited to the goods’ replacement or reimbursement of the amount paid.

9.j. Refund Policy: If the payment for the purchased goods was made by e-transfer, PayPal or PayU, TME will refund the money using the same payment method, and in other cases – the refund will be made to the bank account indicated by the Customer, unless TME and the Customer agree to make the refund in another way.