Legal document

GOODS COMPLAINTS POLICY GALA BBG Sp. z o.o.

Effective from: 1 October 2026

Warning (B2B track): modifications and limitations of the statutory liability for lack of conformity (rękojmia) (PART 1 § 6) are permitted exclusively in dealings with entrepreneurs in the full sense of the word (Art. 558 § 1 sentence 1 KC). Wording changed by the amendment of 5.08.2025 (Dz.U. 2025 item 1172): Art. 556⁴ § 1 KC provides that the consumer provisions of Chapter II of the KC apply to a natural person entering into a contract directly related to their business activity, where that contract is not of a professional character for that person, with the exception of Art. 558 § 1 sentence two — for such a “semi-entrepreneur” (sole proprietorship (JDG), non-professional contract), the limitation of rękojmia under § 6 is therefore permissible; the remaining consumer rights (e.g. the presumption under Art. 556² KC) do cover such a person, and the rigour of Art. 563 KC does not apply to them at all (Art. 556⁵ KC). The buyer may make a declaration as to the professional or non-professional character of the contract at the latest at the moment of its conclusion; we may not make the conclusion of the contract conditional on making such a declaration (Art. 556⁴ § 2 KC, added by the 2025 amendment, in force from 27.11.2025). A separate rule applies to goods bought by a consumer: there the KC rękojmia does not operate at all (Art. 43a(1) u.p.k.) and PART 2 alone applies.

Effective as of 1 October 2026. The policy has two tracks:

  • PART 1 — filings by entrepreneurs (companies, general partnerships, sole proprietorships (JDG) acting within their professional scope): statutory liability for lack of conformity (rękojmia) for defects in the goods sold (Art. 556 et seq. of the Civil Code (KC)).
  • PART 2 — filings by consumers (natural persons buying goods for a purpose not directly related to their business activity, including under distance contracts concluded via the form, e-mail or telephone): the goods not being in conformity with the contract (Art. 43a et seq. of the Consumer Rights Act (u.p.k.)). Consumer rights are not subject to any of the limitations in PART 1.
  • A buyer running a JDG for whom the purchase is not of a professional character: the consumer provisions apply to that person — Art. 556⁴ KC (Chapter II of the KC) and Art. 7aa u.p.k. (Chapters 4, 5a and 5b of the u.p.k.) apply accordingly, with the exception indicated in the warning box above.

PART 1 — COMPLAINTS IN B2B TRANSACTIONS (BUSINESS-TO-BUSINESS)

§ 1. Scope and legal basis (B2B track)

  1. This Policy sets out the procedure for submitting and handling complaints concerning goods sold by GALA BBG Sp. z o.o. (the “Seller”) to entrepreneurs (the “Buyer”).
  2. The basis of the Seller’s liability is the statutory liability for lack of conformity (rękojmia) for defects (Art. 556 et seq. of the Civil Code), taking into account the modifications permitted by Art. 558 § 1 KC and specified in this Policy and in the General Terms and Conditions of Sale (the “OWS”). This rule does not apply to buyers who are consumers — with respect to them the rękojmia under Chapter II of Title XI of Book Three of the KC does not apply (Art. 43a(1) u.p.k.), and the procedure is governed by PART 2.
  3. This Policy does not limit the rights arising from a quality guarantee granted by the manufacturer or by the Seller, where one has been granted (§ 7), or the Buyer’s rights against the carrier (§ 2).
  4. Matters not regulated herein shall be governed by the OWS and, subsequently, by the provisions of Polish law; in international sales, the United Nations Convention on Contracts for the International Sale of Goods, done at Vienna on 11 April 1980 (Dz.U. 1997 No. 45 item 286) — is excluded pursuant to Art. 6 of that Convention.

§ 2. Buyer’s obligations upon receipt of the goods (key deadlines)

  1. The Buyer is required to inspect the goods without undue delay upon receipt — as to: quantitative conformity with the delivery document (WZ dispatch note/invoice/CMR), the condition of collective and individual packaging, the absence of traces of damage, dampness, broken seals.
  2. Quantity complaints and visible (apparent) damage must be reported upon receipt, by entering reservations in the consignment note / delivery report and having it signed by the driver, and confirmed to the Seller no later than on the next business day. The absence of reservations in the transport document materially impedes the pursuit of claims against the carrier (accepting the consignment without reservations extinguishes the claims, except for damage not possible to notice during an ordinary inspection — Art. 76 of the Transport Law, consolidated text: Dz.U. 2024 item 1262; in international carriage, CMR Art. 30(1): visible damage — reservation upon receipt, non-visible damage — within 7 days; Dz.U. 1962 No. 49 item 238).
  3. Latent defects must be reported without undue delay, no later than within 7 days of their discovery, under pain of loss of rękojmia rights. The 7-day period is established on the basis of Art. 558 § 1 KC; the statutory requirement of notification “without undue delay” follows from Art. 563 § 1 KC. To observe the deadline, it is sufficient to send the notification before it expires (Art. 563 § 2 KC). The rigour under this paragraph does not apply where the Seller knew of the defect or assured the Buyer that the defects did not exist (Art. 564 KC), nor with respect to a natural person for whom the contract is not of a professional character (Art. 556⁵ KC).
  4. Until the complaint has been considered, the Buyer is required to: (a) secure the complained-of goods in an undisturbed condition, under conditions appropriate to their type (protected from weather conditions, without carrying out repairs or modifications on the Buyer’s own initiative), (b) not introduce them into further resale, (c) enable the Seller or an expert appointed by the Seller to inspect the goods.

§ 3. Method of submitting a complaint

  1. A complaint is submitted: (a) via the complaint form at galabbg.pl/reklamacje, or (b) to the e-mail address reklamacje@galabbg.pl, or (c) in writing to Sławacinek Nowy 26, 21-500 Biała Podlaska.
  2. The filing should contain: a) the Buyer’s details (business name, NIP tax identification number, contact person’s details, telephone, e-mail); b) the number and date of the invoice and of the delivery document (WZ), and the order number; c) the name and code of the goods, serial number / frame number (VIN) / date of production, registration number (if assigned); d) the item(s)/quantity complained of and the quantity received; e) a description of the defect and the date on which it was discovered and — in the case of a latent defect — the circumstances of its discovery; f) photographic documentation: the nameplate, the defect itself (in close-up and in context) and, in the case of transport damage, also the condition of the cargo space and of the delivery vehicle; g) a copy of the damage report / consignment note with annotations (if applicable); h) the Buyer’s demand (§ 5(1)); i) the bank account number — in the case of a demand for a refund of the price or a price reduction.
  3. The time limit for considering the complaint (§ 4(2)) runs from the day on which a complete filing is delivered to the Seller; the Seller promptly calls for the completion of shortcomings, indicating the missing elements.
  4. The Seller confirms acceptance of the filing and assigns it a reference number within 2 business days.

§ 4. Complaint handling procedure

  1. The Seller may, within 3 business days of confirming the filing: (a) request that samples of the goods be sent at the Seller’s expense, (b) order an inspection at the Buyer’s premises, (c) commission laboratory testing at an accredited laboratory, (d) refer the matter to the manufacturer under the internal guarantee procedure, informing the Buyer accordingly.
  2. The Seller considers the complaint and informs the Buyer of its position within 14 business days of receiving the complete filing, and where laboratory testing or the manufacturer’s position must be obtained — within 30 days, of which the Buyer is informed before expiry of the standard time limit.
  3. The ineffective expiry of the time limits under paragraph 2 is not equivalent to acceptance of the complaint, unless the OWS or the framework agreement provides otherwise. [Interpretative note: in B2B transactions the presumption of acceptance of a complaint under Art. 7a(2) u.p.k. does not apply, which binds only in consumer complaints (PART 2 § 10); however, maintaining the declared time limits is recommended for reputational and evidentiary reasons.]
  4. The Seller’s position is provided in writing or by e-mail, together with the statement of reasons, and, if the complaint is not granted — with an indication of the grounds for refusal and the results of any tests conducted, where tests were carried out.

§ 5. Methods of resolving complaints

  1. The Buyer may demand: (a) replacement of the goods with goods free from defects, (b) removal of the defect (where possible given the type of goods) (Art. 561 § 1 KC), (c) a price reduction in proportion corresponding to the reduction in the value of the goods, (d) withdrawal from the contract in respect of the defective goods — if the defect is material (Art. 560 § 4 KC).
  2. The Seller may — pursuant to Art. 560 § 1 KC — instead of a price reduction or withdrawal, promptly replace the goods with goods free from defects or remove the defect, unless the goods have already been replaced or repaired.
  3. If the complaint is granted, the Seller shall, as agreed with the Buyer: issue a corrective invoice, deliver replacement goods with the nearest delivery, or refund the price within 14 days of acceptance of the complaint (and, in the case of a correction, within the time limit resulting from the parties’ settlements).
  4. The complained-of goods are subject to return to the Seller, unless the Seller waives the demand for their return. If the complaint is granted, the Seller bears the costs of return and transport; if the complaint is not granted — the costs of sending samples, expert opinions and any return of the goods are borne by the Buyer, provided that the complaint was manifestly unfounded.
  5. Goods whose complaint has not been granted are returned to the Buyer or — at the Buyer’s written instruction and expense — disposed of. If the Buyer fails to give instructions within 30 days of being informed that the complaint has not been granted, following a prior written call setting out this rigour, the Seller is authorised to dispose of the goods at the Buyer’s expense.

§ 6. Exclusions and limitations of liability (do not apply to consumers — Art. 558 § 1 sentence 2 KC, Art. 43a(1) u.p.k.)

  1. A complaint is not granted where the defect arose in particular as a result of: (a) improper storage or transport after the risk passed to the Buyer; (b) mechanical damage occurring after receipt; (c) improper use, processing or packaging of the goods by the Buyer; (d) normal wear resulting from use in accordance with the intended purpose.
  2. Quality and quantity tolerances: permissible deviations are specified by the technical specification of the product and by the contract (order). Deviations within the tolerances do not constitute a defect.
  3. The Seller’s liability under the rękojmia is limited to the net value of the defective goods, and where the OWS so provide — to the amount of PLN 15,000. Liability is excluded for lost profits, contractual penalties charged to the Buyer by its counterparties, downtime costs, marketing campaign costs and reputational costs — to the extent permitted by law (Art. 558 § 1 KC). The limitations do not cover damage caused intentionally (Art. 473 § 2 KC) or personal injury.
  4. The Buyer is not entitled to withhold payment of the entire price by relying on a complaint concerning part of a delivery; set-off requires prior acceptance of the complaint by the Seller or a final and binding judgment.
  5. The Seller is liable under the rękojmia if the physical defect is ascertained before the expiry of 2 years from the day of delivery of the goods (Art. 568 § 1 KC in connection with Art. 558 § 1 KC). This is a time limit for ascertaining the defect; the claim for removal of the defect or replacement of the item is additionally subject to a one-year limitation period running from the day the defect was ascertained (Art. 568 § 2 KC). Expiry of the time limit for ascertaining the defect does not exclude the rękojmia rights if the Seller fraudulently concealed the defect (Art. 568 § 6 KC); fraudulent concealment of a defect also renders any exclusion or limitation of the rękojmia ineffective (Art. 558 § 2 KC).

§ 7. Quality guarantee (B2B track)

  1. Where the Seller has granted a quality guarantee, it is granted for 12 months from the day of delivery of the goods, unless the guarantee document provides otherwise. Where the guarantee was granted by the manufacturer, its terms and duration are specified by the manufacturer’s guarantee document; the Seller forwards guarantee filings to the manufacturer and acts as an intermediary in their handling.
  2. The condition for maintaining the Seller’s guarantee is carrying out a periodic inspection of the goods no later than 12 months from the day of delivery, and thereafter every subsequent 12 months — at the Seller’s service point or at a service point indicated by the Guarantor, for a fee under the current price list (the inspection is not part of the free guarantee entitlements). Failure to carry out the inspection within the deadline results in expiry of the guarantee — of the contractual guarantee only; rights arising from the goods not being in conformity with the contract (rękojmia) remain unaffected.
  3. The scope, date and result of the inspection are documented by the entity that carried it out in the inspection record card attached to the guarantee document. The Guarantor may also treat an inspection carried out at another workshop as satisfying the condition under paragraph 2, where its scope corresponded to the scope in the inspection record card.
  4. The guarantee period is extended by the period during which the goods were unusable as a result of a guarantee repair.
  5. The Buyer may exercise rights arising from the goods sold not being in conformity with the contract independently of the guarantee rights, and exercising the guarantee rights does not affect the Seller’s liability for lack of conformity (Art. 579 § 1 and § 2 KC). The Buyer is required to inform the Seller which regime it is relying on.
  6. The running of the period for exercising rękojmia rights is suspended on the day the Seller is notified of the defect, where the Buyer is using the guarantee (Art. 579 § 3 KC). If the Guarantor has not specified a performance deadline, the Guarantor performs its obligations without undue delay, no later than within 14 days of the item being delivered to it (Art. 580 § 2 KC); after an item free from defects has been delivered or after a material repair, the guarantee period runs anew (Art. 581 § 1 KC).

PART 2 — CONSUMER COMPLAINTS (GOODS NOT IN CONFORMITY WITH THE CONTRACT)

§ 8. Scope and legal basis (consumer track)

  1. Where the buyer is a consumer, the basis of the Seller’s liability is the non-conformity of the goods with the contract within the meaning of the Act of 30 May 2014 on consumer rights (u.p.k.): “Where goods are not in conformity with the contract, the consumer is entitled to the rights specified in this chapter. The provisions of Book Three, Title XI, Chapter II of the Act of 23 April 1964 – Civil Code shall not apply to contracts obliging the trader to transfer ownership of goods to the consumer, including in particular contracts of sale, supply contracts and contracts for a result that consist of goods” (Art. 43a(1) u.p.k.). The KC rękojmia does not apply to consumers and we do not require consumers to perform the acts provided for in PART 1 (inter alia the 7-day rigour under § 2(3)).
  2. The provisions of PART 1 — in particular the exclusions and caps in § 6 — do not apply to consumers. A consumer may not waive the rights granted to them by statute, and contract terms less favourable to the consumer than the provisions of the u.p.k. are void (Art. 7 u.p.k.).
  3. Goods bought by a consumer at a distance (via the form, quotation, e-mail or telephone) are goods sold under a distance contract; the absence of a shop shopping cart on the website does not change the classification of the contract or the rights covered by this PART.

§ 9. Submitting a complaint by the consumer

  1. A complaint may be submitted in any form: (a) by e-mail to sklep@galabbg.pl or reklamacje@galabbg.pl, (b) in writing to Sławacinek Nowy 26, 21-500 Biała Podlaska, (c) via the contact / complaint form on galabbg.pl. We require no particular form and no form document.
  2. To handle the filing efficiently, please provide: your first name and surname and contact details, the order or invoice number, the identification of the goods (including the VIN / serial number, if applicable), a description of the non-conformity of the goods with the contract and the date it was established, and your demand (repair, replacement, price reduction or withdrawal from the contract — § 12). Photographs or a video make verification easier, but their absence does not block consideration of the complaint.
  3. The Seller confirms acceptance of the filing. A call for additional information neither suspends nor shortens the deadline under § 10(1) (Art. 7a(1) u.p.k. runs from the day the complaint is received).

§ 10. Handling of the complaint — 14-day deadline and silence = acceptance

  1. We reply to a consumer complaint within 14 days of the day it is received (Art. 7a(1) u.p.k.).
  2. If we fail to reply within that time limit, the complaint is deemed to have been accepted by us (Art. 7a(2) u.p.k.).
  3. We deliver the reply to the consumer on paper or another durable medium (Art. 7a(3) u.p.k.) — as a rule to the e-mail address indicated in the filing.

§ 11. Non-conformity of the goods with the contract — liability and presumption

  1. The goods are in conformity with the contract if, in particular, their description, type, quantity, quality, completeness and functionality, as well as their fitness for the particular purpose of which the consumer informed the Seller at the latest at the moment of concluding the contract and which the Seller accepted, conform with the contract (Art. 43b(1) u.p.k.); the goods must be fit for the purposes for which goods of the same type are normally used and must have the features, including durability and safety, that the consumer may reasonably expect (Art. 43b(2) u.p.k.).
  2. We are liable for the lack of conformity of the goods with the contract existing at the time of delivery and disclosed within 2 years from that moment (unless the goods’ shelf life is longer). “It is presumed that the lack of conformity of the goods with the contract which became apparent within two years from the time of delivery of the goods existed at the time of delivery, unless proved otherwise or unless that presumption cannot be reconciled with the specific nature of the goods or the nature of the lack of conformity of the goods with the contract” (Art. 43c(1) u.p.k.). In practice: a defect disclosed within 2 years of delivery is, as a rule, treated as having existed earlier — it is the Seller who bears the burden of rebutting the presumption.
  3. We may not rely on the expiry of the time limit under paragraph 2 if the lack of conformity was fraudulently concealed by us (Art. 43c(2) u.p.k.).
  4. With respect to goods with digital elements (e.g. telematics, companion software), liability for a lack of conformity of digitally supplied content/services provided on a continuous basis covers a period of no less than 2 years from the delivery of the goods (Art. 43c(3) u.p.k.).

§ 12. Consumer rights — two-stage hierarchy

  1. First step — repair or replacement. “Where the goods are not in conformity with the contract, the consumer may demand that they be repaired or replaced” (Art. 43d(1) u.p.k.). The choice of method belongs to the consumer; the Seller may instead choose the other method only where the one chosen by the consumer is impossible or would impose costs that would be excessive (Art. 43d(2) u.p.k.).
  2. The repair or replacement is carried out within a reasonable time from our being informed of the lack of conformity and without significant inconvenience to the consumer. “The costs of repair or replacement, in particular postage, transport, labour and materials costs, are borne by the trader” (Art. 43d(4) u.p.k.). The consumer merely makes the goods available — collection of the goods from the consumer takes place at our cost (Art. 43d(5) u.p.k.); for installed goods, we carry out (or commission, at our cost) the disinstallation and reinstallation (Art. 43d(6) u.p.k.).
  3. The consumer does not pay for the normal use of goods that have subsequently been replaced (Art. 43d(7) u.p.k.).
  4. Second step — price reduction or withdrawal from the contract (Art. 43e(1) u.p.k.): the consumer may make a declaration on a price reduction or withdrawal if: (1) we refused to bring the goods into conformity with the contract (Art. 43d(2)); (2) we failed to bring the goods into conformity in accordance with Art. 43d(4)–(6); (3) the lack of conformity persists despite our attempt; (4) the lack of conformity is so significant that it justifies these remedies without prior recourse to Art. 43d; or (5) it clearly follows from our statements or from the circumstances that we will not bring the goods into conformity within a reasonable time or without significant inconvenience.
  5. The reduced price remains in proportion to the loss of value of the goods (Art. 43e(2) u.p.k.); amounts due from a price reduction are refunded without undue delay, no later than within 14 days of receiving the declaration (Art. 43e(3) u.p.k.).
  6. Withdrawal is not available where the lack of conformity is insignificant, whereby the lack of conformity is presumed to be significant (Art. 43e(4) u.p.k.).
  7. In the event of withdrawal from the contract on grounds of non-conformity: “The consumer returns the goods to the trader without undue delay, at the trader’s cost. The trader refunds the consumer the price without undue delay, no later than within 14 days of the day of receiving the goods or proof of their return” (Art. 43e(6) u.p.k.). The refund is made by the same means of payment used by the consumer, unless the consumer expressly agrees to another means that is free of charge for them (Art. 43e(7) u.p.k.).
  8. Until we perform our obligations under Art. 43d and Art. 43e, the consumer may withhold payment of the price (Art. 43f u.p.k.).
  9. Do not confuse the two regimes: the withdrawal described in this paragraph (liability for non-conformity of the goods with the contract) is something different from the 14-day right to withdraw from a distance contract without giving a reason (Art. 27 u.p.k.) — the latter right, together with the model withdrawal instructions and its exceptions (inter alia non-premanufactured goods made to the consumer’s specification, Art. 38(3) u.p.k.), is described in the sales terms at galabbg.pl/regulamin; its scope and deadlines do not depend on the outcome of the complaint.

§ 13. Operational wear and consumable parts — information only

  1. The provisions of this paragraph are exclusively factual in character: they exclude or limit nothing. Under Art. 7 u.p.k. the consumer may not waive statutory rights, and less favourable terms are void — any contractual “exclusion of consumable parts” from the Seller’s liability towards a consumer would be ineffective.
  2. Factual description: the trailer and the platform are goods subject to operation; consumable parts (inter alia brake pads, bearings, lighting, tyres, coupling and connection components) wear out naturally in the course of use. The mere occurrence of natural wear under use in accordance with the intended purpose and the instructions does not by definition mean a lack of conformity of the goods with the contract within the meaning of Art. 43b u.p.k.
  3. The boundary is the reasonable expectation as to the durability of goods of this type (Art. 43b(2)(2) u.p.k.): if a component wears out markedly faster than follows from applicable standards, good practice or the Seller’s public statements (e.g. a declared service life/mileage), this may constitute a lack of conformity — such a complaint is treated as a filing under § 8 and handled on the rules of PART 2, with the presumption under § 11(2).

§ 14. Quality guarantee (consumer track)

  1. The Seller grants a quality guarantee for 12 months from the day of delivery of the goods, unless the guarantee document provides otherwise (manufacturer’s guarantee — per its guarantee document). The guarantee terms are specified by the guarantee document; exercising the guarantee rights neither excludes nor exhausts the consumer’s rights arising from the non-conformity of the goods with the contract: the consumer may exercise them independently of the guarantee, and exercising the guarantee rights does not affect the Seller’s liability for non-conformity (Art. 579 § 1 and § 2 KC). The running of the period for non-conformity rights is suspended on the day of notification of the defect where the guarantee is being used (Art. 579 § 3 KC).
  2. The condition for maintaining the Seller’s guarantee is an annual inspection of the goods — the first no later than 12 months from the day of delivery, each subsequent one within a period of 12 months from the previous one — carried out for a fee (price list) at the Seller’s service point or at a service point indicated by the Guarantor. The scope, date and result of the inspection are documented in the inspection record card attached to the guarantee document; an inspection carried out at another workshop is accepted if its scope corresponded to the scope in the card. Failure to carry out the inspection results exclusively in expiry of the contractual guarantee — the consumer’s rights arising from the non-conformity of the goods with the contract (PART 2) remain fully preserved. The annual guarantee inspection is separate from the periodic roadworthiness test of the vehicle required by road traffic law and does not replace it.
  3. The Guarantor performs its obligations within the time limit set in the guarantee document and, where none is specified — without undue delay, no later than within 14 days of the item being delivered to it (Art. 580 § 2 KC); after the item has been replaced or materially repaired, the guarantee period runs anew (Art. 581 § 1 KC). The guarantee period is extended by the period during which the goods were unusable as a result of a guarantee repair.
  4. Guarantee terms stated in an advertisement bind the Seller — a departure from them to the consumer’s detriment is ineffective, unless the guarantee statement made in the advertisement was corrected in a comparable manner (Art. 43g(1) u.p.k.); the guarantee may not provide repair or replacement conditions less favourable to the consumer than those specified in Art. 43d u.p.k. (Art. 43g(2) u.p.k.).

§ 15. Out-of-court dispute resolution and court route

  1. If, following your (the consumer’s) complaint, the dispute is not resolved, we will provide you on paper or another durable medium with a statement as to our intention to file a motion to initiate out-of-court consumer dispute resolution proceedings, or as to our consent to take part in such proceedings, or as to our refusal to take part in them (Art. 32(1) of the Act of 23 September 2016 on out-of-court resolution of consumer disputes, Dz.U. 2016 item 1823). If we file no statement at all, we are deemed to consent to take part in such proceedings (Art. 32(3) of that Act).
  2. You are entitled to use, inter alia, the out-of-court consumer dispute resolution proceedings conducted by the voivodeship inspector of the Trade Inspection (Inspekcja Handlowa) — the Trade Inspection is an entity authorised to conduct such proceedings (Art. 36(1) and (3) of the Act on the Trade Inspection, consolidated text: Dz.U. 2026 item 656); the motion is filed with the voivodeship inspector competent for the place where we conduct our business activity (Art. 36(4) u.IH). You may also apply to the permanent court of arbitration attached to the voivodeship inspector of the Trade Inspection (Art. 37(1) u.IH) or to another authorised entity entered in the register kept by the President of the Office of Competition and Consumer Protection (UOKiK) — register of authorised entities: https://polubowne.uokik.gov.pl/rejestr,5,pl.html.
  3. Using the out-of-court procedure is voluntary and is not a condition for pursuing claims before a court; you may always bring the dispute before a common court — in consumer disputes against an entrepreneur with its seat in the EU, the consumer’s national jurisdiction is protected by Arts. 17–19 of Regulation (EU) 1215/2012 (Brussels I bis), and additionally by the mandatory national provisions on the jurisdiction of courts (without an article number — established protection: suit at the consumer’s own place of residence).
  4. Information on the authorised entity competent for the Seller (if we become obliged to provide it under separate provisions or a voluntary undertaking) is published at galabbg.pl/reklamacje (Art. 31(1) and (2) of the Act on out-of-court resolution of consumer disputes).

PROVISIONS COMMON TO BOTH TRACKS

§ 16. Personal data in the complaints process

  1. The controller of the personal data of persons submitting complaint filings (in both the B2B and the consumer track) is GALA BBG Sp. z o.o., Sławacinek Nowy 26, 21-500 Biała Podlaska.
  2. We process the data for the purpose of handling the complaint and performing the contract and legal obligations, including accounting and tax obligations (Art. 6(1)(b) and (c) GDPR), and for the purpose of defending against claims (Art. 6(1)(f) GDPR), for a period of 6 years.
  3. We fulfil the information obligation under Art. 13 GDPR (identity of the controller, purposes and legal bases of processing, recipients, retention periods, applicable rights — access (Art. 15), rectification (Art. 16), erasure (Art. 17), restriction (Art. 18), portability (Art. 20), objection (Art. 21), complaint to the supervisory authority (Art. 77)) at the moment of data collection: the complaint form contains the full information clause. Details: Privacy Policy galabbg.pl/polityka-prywatnosci.

§ 17. Contact and final provisions

  1. Complaints (both tracks): reklamacje@galabbg.pl or (the consumer track also) sklep@galabbg.pl; in writing: Sławacinek Nowy 26, 21-500 Biała Podlaska; tel. +48 533 144 044, business days 8:00–16:00.
  2. The Policy enters into force on 1 October 2026 and applies to contracts concluded after that date. In B2B dealings the Seller may amend it on the principles applicable to amendments of the OWS, with 14 days’ notice and indication of important grounds. With respect to consumers, amendments may in no way deprive them of or limit the rights arising from the u.p.k. (Art. 7 u.p.k.).
  3. The Polish version is binding; the EN/DE/RO versions are of an auxiliary character.

Courtesy translation — the Polish version is controlling.