Complaint procedure

8.a. We accept and handle complaints from consumers in line with the applicable laws, in particular the Act of 30 May 2014 on consumer rights ([Polish Journal of Laws] Dz. U. 2014 item 827, as amended). Under the legal regulations, TME is obliged to deliver to the consumer the goods that are compliant with the contract. The goods are compliant with the contract if in particular the following remain in compliance with the contract:

a) description, type/kind, quantity, quality, completeness and functionality, and in the case of the goods with digital elements also their compatibility, interoperability and accessibility of updates;

b) fitness for the particular purpose for which the consumer needs it and about which the consumer notified TME at the moment of concluding the contract at the latest and which was accepted by TME.

Detailed information on the compliance of the goods with the contract is stated in the Act of 30 May 2014 on consumer rights.

8.b. We encourage you to report any complaints using the complaint form on the website www.tme.eu in the tab “How to buy - Complaint form". Complaints about goods sold on the Polish territory can also be reported to the Complaint Department:

via tel. no. +48 42 645 55 65,
via fax no. +48 42 645 55 00,
by e-mail to the following address: [email protected] or
in writing to the following address: Transfer Multisort Elektronik Ltd., 41 Ustronna str., 93-350 Łódź,

and in the case of sales outside the Polish territory, to TME Export Department:

via tel. no. +48 42 645 54 44,
by e-mail to the following address: [email protected], or
in writing to the following address: Transfer Multisort Elektronik Ltd., 41 Ustronna str., 93-350 Łódź, Poland.

The complaint should contain an accurate description of the reasons for the complaint and expected method of handling. TME may demand the presentation of the proof of purchase.

The seller shall consider complaints from consumers and inform them of any further procedure within 14 days.

8.c. Returns of defective goods or goods delivered by mistake should be effected immediately by means of shipment without payment on delivery and after consultation with an employee of TME Complaint Department. The employee of the TME Complaint Department may in a particular cases suggest commissioning the receipt of goods to a particular carrier or courier.

8.d. In the event that the complaint is accepted, a corrective invoice will be issued as a confirmation that its terms and conditions between the Consumer 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.

8.e. If the parcel has arrived to you in a condition indicating mechanical damage during transport, please check it in the presence of the courier and draw-up a report describing the damage. Such a report, signed by the courier, will facilitate the handling of the complaint.

8.f. Refund policy: TME will refund the money using the same payment channel through which the payment was made, provided that if the order was paid by bank transfer or cash on delivery, the refund will be made to the bank account indicated by the customer, unless TME and the customer agree otherwise.

8.g. In the case of non-compliance of the goods with the contract, the consumer has the right to:

1) demand that the item be repaired or replaced;

2) submit a statement regarding the lowering of the price or withdrawal from the contract if:

a) TME has refused to make the item compliant with the contract;

b) TME has failed to make the item compliant with the contract;

c) the item is still non-compliant, even though TME has attempted to make the item compliant with the contract;

d) the item’s non-compliance is so significant that it substantiates the price reduction or withdrawal from the contract without demanding before that the item be repaired or replaced;

e) it arises unambiguously from the TME’s statement or the circumstances that TME will not make the item compliant with the contract within a reasonable period of time or without excessive inconvenience to the consumer.