Complaints

  1. Complaints related to the Gift Card should be submitted to the Seller at the following address: TYLKO S.A., ul. Czerska 8/10, 00-732 Warsaw, or by email at [email protected].

  2. A complaint should include:

  • the first name and surname of the person submitting the complaint;

  • information on whether the person submitting the complaint holds the Gift Card. If so, the card number should be provided;

  • a description of the situation giving rise to the complaint.

  1. The complaint procedure shall last 14 days from the date on which the complaint is received. A response to the complaint shall be provided in the same form in which the complaint was submitted, unless the parties expressly agree on another form of communication. If the complaint is rejected, the Seller shall notify the Customer or Buyer submitting the complaint and provide the reasons for the decision.

  2. If the data or information provided in the complaint requires supplementation, before considering the complaint, the Seller shall request the Customer or Buyer submitting the complaint to supplement it to the specified extent.

  3. After a complaint is submitted, the Gift Card to which the complaint relates shall be deactivated.

  4. If the complaint is upheld, the Seller shall issue a new Gift Card with a value equal to the funds accumulated on the Gift Card to which the complaint relates. The validity period of the Gift Card shall be at least equal to the validity period applicable to the Gift Card to which the complaint relates, extended by the period of its deactivation.

  5. If the complaint is rejected, the Seller shall reactivate the Gift Card to which the complaint relates. After the Card is reactivated, the value of the funds accumulated on the Gift Card to which the complaint relates shall be equal to the value of the funds held on it on the date the complaint was submitted. The validity period of that Gift Card shall be extended by the period of its deactivation.

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