{"id":5891,"date":"2025-12-17T14:59:08","date_gmt":"2025-12-17T13:59:08","guid":{"rendered":"https:\/\/sense7.eu\/ro\/?page_id=5891"},"modified":"2026-06-12T09:08:14","modified_gmt":"2026-06-12T07:08:14","slug":"complaints","status":"publish","type":"page","link":"https:\/\/sense7.eu\/ro\/en\/complaints\/","title":{"rendered":"Complaints"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Filing a product complaint \u2013 step by step<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Is your product damaged or not working properly? <a href=\"#complaint-form\" data-type=\"internal\" data-id=\"#complaint-form\">Use our online system<\/a> to report the issue quickly.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You&#8217;ll find the detailed conditions in the <a href=\"https:\/\/sense7.eu\/ro\/en\/manuals-and-warranties\/\" data-type=\"page\" data-id=\"5915\">Manuals and Warranties<\/a> section. All of our products are covered by a 2-year warranty.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">When can you file a complaint?<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li>The product doesn&#8217;t work or is faulty<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">If the product won&#8217;t switch on, has stopped working during use, or one of its functions is failing:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Describe the fault:<\/strong> Give us the details and tell us how we can reproduce the problem.<\/li>\n\n\n\n<li><strong>Add media:<\/strong> Photos and videos significantly speed up the complaint-handling process. You can paste a link to a video (e.g. from Google Drive or YouTube) into the description field.<\/li>\n\n\n\n<li><strong>Keep it clean:<\/strong> Please make sure that the product you are sending back is clean. If we receive a soiled item, our service team may ask for your consent to paid cleaning, or return the soiled product to you without repair.<\/li>\n<\/ul>\n\n\n\n<ol start=\"2\" class=\"wp-block-list\">\n<li>The parcel was damaged in transit<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Always check the condition of the packaging when you accept a parcel.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Visible damage?<\/strong> Fill in a damage report in the presence of the courier.<\/li>\n\n\n\n<li><strong>Has the courier already left?<\/strong> You have <strong>7 days<\/strong> to report the damage to the carrier and have a damage report drawn up.<\/li>\n\n\n\n<li><strong>Collecting from a pickup point or parcel locker?<\/strong> Report the damage on the spot \u2013 in the app at the locker or to the pickup-point attendant.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">As soon as you discover a defect, fill in our form without delay. In your report, include photos of the damage and the numbers of the damaged or missing parts (you&#8217;ll find them in the <a href=\"https:\/\/sense7.eu\/ro\/en\/manuals-and-warranties\/\" data-type=\"page\" data-id=\"5915\">user manual<\/a>).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to fill in the form correctly<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Filling in the fields below correctly will allow us to process your complaint more quickly:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Order number:<\/strong> Enter digits only. You&#8217;ll find the number in the confirmation email or on the sales document (in square brackets).<\/li>\n\n\n\n<li><strong>Email address:<\/strong> Use the same address that was used at the time of purchase. We&#8217;ll send you updates about your complaint to that address.<\/li>\n\n\n\n<li><strong>Product name and model:<\/strong> You&#8217;ll find these on the purchase document or in your order confirmation.<\/li>\n\n\n\n<li><strong>Reason for the complaint (select from the list)<\/strong>:<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><em>Mechanical damage<\/em> \u2013 the product you received is physically damaged.<\/li>\n\n\n\n<li><em>Incomplete product<\/em> \u2013 items are missing from the set.<\/li>\n\n\n\n<li><em>Product does not match the order<\/em> \u2013 the item you received is different from the one shown in the description or photo.<\/li>\n\n\n\n<li><em>Faulty product<\/em> \u2013 the item does not work properly or has broken down during use.<\/li>\n\n\n\n<li><strong>Return shipping address:<\/strong> Provide the address to which we should send the repaired or replacement item.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What happens next?<\/strong> After you submit the form, you will receive a message from us within <strong>1 business day<\/strong> with further instructions.<\/p>\n\n\n\n<div id=\"complaint-form\" class=\"wp-block-group has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading\">Complaint Form<\/h2>\n\n\n\n<div class=\"forminator-guttenberg\"><div class=\"forminator-ui forminator-custom-form forminator-custom-form-6058 forminator-design--basic  forminator_ajax\" data-forminator-render=\"0\" data-form=\"forminator-module-6058\" data-uid=\"6a52e9168cb30\"><br\/><\/div><form\r\n\t\t\t\tid=\"forminator-module-6058\"\r\n\t\t\t\tclass=\"forminator-ui forminator-custom-form forminator-custom-form-6058 forminator-design--basic  forminator_ajax\"\r\n\t\t\t\tmethod=\"post\"\r\n\t\t\t\tdata-forminator-render=\"0\"\r\n\t\t\t\tdata-form-id=\"6058\"\r\n\t\t\t\tenctype=\"multipart\/form-data\" data-color-option=\"theme\" data-design=\"basic\" data-grid=\"open\" style=\"display: none;\"\r\n\t\t\t\tdata-uid=\"6a52e9168cb30\"\r\n\t\t\t><div role=\"alert\" aria-live=\"polite\" class=\"forminator-response-message forminator-error\" aria-hidden=\"true\"><\/div><div class=\"forminator-row\"><div id=\"text-1\" class=\"forminator-field-text forminator-col forminator-col-12 \"><div class=\"forminator-field\"><label for=\"forminator-field-text-1_6a52e9168cb30\" id=\"forminator-field-text-1_6a52e9168cb30-label\" class=\"forminator-label\">Order ID <span class=\"forminator-required\">*<\/span><\/label><span id=\"forminator-field-text-1_6a52e9168cb30-description\" class=\"forminator-description\"><span data-limit=\"10\" data-type=\"characters\">0 \/ 10<\/span><\/span><input type=\"text\" name=\"text-1\" value=\"\" placeholder=\"You&#039;ll find it in your order confirmation email or on the sales document (in square brackets).\" id=\"forminator-field-text-1_6a52e9168cb30\" class=\"forminator-input forminator-name--field\" data-required=\"1\" maxlength=\"10\" \/><\/div><\/div><\/div><div class=\"forminator-row\"><div id=\"name-1\" class=\"forminator-field-name forminator-col forminator-col-4 \"><div class=\"forminator-field\"><label for=\"forminator-field-name-1_6a52e9168cb30\" id=\"forminator-field-name-1_6a52e9168cb30-label\" class=\"forminator-label\">Product name and model <span class=\"forminator-required\">*<\/span><\/label><input type=\"text\" name=\"name-1\" value=\"\" placeholder=\"The full name of the product you&#039;d like to file a complaint about.\" id=\"forminator-field-name-1_6a52e9168cb30\" class=\"forminator-input forminator-name--field\" aria-required=\"true\" autocomplete=\"name\" \/><\/div><\/div><div id=\"select-1\" class=\"forminator-field-select forminator-col forminator-col-4 \"><div class=\"forminator-field\"><label for=\"forminator-form-6058__field--select-1_6a52e9168cb30\" id=\"forminator-form-6058__field--select-1_6a52e9168cb30-label\" class=\"forminator-label\">Reason for the complaint <span class=\"forminator-required\">*<\/span><\/label><select  id=\"forminator-form-6058__field--select-1_6a52e9168cb30\" class=\"forminator-select--field forminator-select2 forminator-select2-multiple\" data-required=\"1\" name=\"select-1\" data-default-value=\"\" data-hidden-behavior=\"zero\" data-placeholder=\"Select from the list\" data-search=\"false\" data-search-placeholder=\"Select from the list\" data-checkbox=\"false\" data-allow-clear=\"false\" aria-labelledby=\"forminator-form-6058__field--select-1_6a52e9168cb30-label\"><option value=\"\"  >Select from the list<\/option><option value=\"one\"  data-calculation=\"0\">The product received is damaged<\/option><option value=\"two\"  data-calculation=\"0\">The product received is incomplete<\/option><option value=\"Otrzymany-produkt-jest-inny-ni\u017c-zamawiany\"  data-calculation=\"0\">The product received differs from the one ordered<\/option><option value=\"Produkt-jest-wadliwy\"  data-calculation=\"0\">The product is faulty<\/option><option value=\"Inne\"  data-calculation=\"0\">Other<\/option><\/select><\/div><\/div><div id=\"email-1\" class=\"forminator-field-email forminator-col forminator-col-4 \"><div class=\"forminator-field\"><label for=\"forminator-field-email-1_6a52e9168cb30\" id=\"forminator-field-email-1_6a52e9168cb30-label\" class=\"forminator-label\">Email address <span class=\"forminator-required\">*<\/span><\/label><input type=\"email\" name=\"email-1\" value=\"\" placeholder=\"The email address where we&#039;ll send you updates about your complaint.\" id=\"forminator-field-email-1_6a52e9168cb30\" class=\"forminator-input forminator-email--field\" data-required=\"true\" aria-required=\"true\" autocomplete=\"email\" \/><\/div><\/div><\/div><div class=\"forminator-row\"><div id=\"textarea-2\" class=\"forminator-field-textarea forminator-col forminator-col-12 \"><div class=\"forminator-field\"><label for=\"forminator-field-textarea-2_6a52e9168cb30\" id=\"forminator-field-textarea-2_6a52e9168cb30-label\" class=\"forminator-label\">Fault description <span class=\"forminator-required\">*<\/span><\/label><span id=\"forminator-field-textarea-2_6a52e9168cb30-description\" class=\"forminator-description\"><span data-limit=\"1000\" data-type=\"characters\" data-editor=\"\">0 \/ 1000<\/span><\/span><textarea name=\"textarea-2\" placeholder=\"Describe the fault in detail, attach photos of the damage and, if possible, tell us how we can reproduce the problem.\nIf you&#039;re filing a complaint for more than one unit, please mention this in your report.\nIf the product is incomplete, please provide the numbers of the missing parts from the user manual.\" id=\"forminator-field-textarea-2_6a52e9168cb30\" class=\"forminator-textarea\" style=\"--forminator-textarea-min-height:140px;\" maxlength=\"1000\" ><\/textarea><\/div><\/div><\/div><div class=\"forminator-row\"><div id=\"upload-1\" class=\"forminator-field-upload forminator-col forminator-col-12 \"><div class=\"forminator-field\"><label for=\"forminator-field-upload-1_6a52e9168cb30\" id=\"forminator-field-upload-1_6a52e9168cb30-label\" class=\"forminator-label\">Add photos<\/label><span id=\"forminator-field-upload-1_6a52e9168cb30-description\" class=\"forminator-description\">Maximum file size: 5MB.<\/span><div class=\"forminator-multi-upload \" data-element=\"upload-1_6a52e9168cb30\" aria-describedby=\"forminator-field-upload-1_6a52e9168cb30-description\"><input type=\"file\" name=\"upload-1[]\" id=\"forminator-field-upload-1_6a52e9168cb30\" class=\"forminator-input-file forminator-field-upload-1_6a52e9168cb30-6058\" multiple=\"multiple\" data-method=\"ajax\" accept=\".jpg,.jpeg,.jpe,.png,.webp,.avif,.heic,.heics,.heif,.heifs,.xcf,.gif,image\/jpeg,image\/png,image\/webp,image\/avif,image\/heic,image\/heic-sequence,image\/heif,image\/heif-sequence,application\/octet-stream,image\/gif\" data-size=\"5242880\" data-size-message=\"Maksymalny dozwolony rozmiar pliku to 5 MB.\" data-filetype=\"jpg|jpeg|jpe|png|webp|avif|heic|heics|heif|heifs|xcf|gif\" data-filetype-message=\"rozszerzenie pliku jest niedozwolone.\"><div class=\"forminator-multi-upload-message\" aria-hidden=\"true\"><span class=\"forminator-icon-upload\" aria-hidden=\"true\"><\/span><p>Przeci\u0105gnij i upu\u015b\u0107 (lub) <a class=\"forminator-upload-file--forminator-field-upload-1_6a52e9168cb30\" href=\"#\" onclick=\"return false;\">Wybierz pliki<\/a><\/p><\/div><\/div><ul class=\"forminator-uploaded-files upload-container-upload-1_6a52e9168cb30\"><\/ul><\/div><\/div><\/div><div class=\"forminator-row\"><div id=\"html-1\" class=\"forminator-field-html forminator-col forminator-col-12 \"><div class=\"forminator-field forminator-merge-tags\" data-field=\"html-1\"><p>Return shipping address<\/p><\/div><\/div><\/div><div class=\"forminator-row\"><div id=\"name-5\" class=\"forminator-field-name forminator-col forminator-col-6 \"><div class=\"forminator-field\"><label for=\"forminator-field-name-5_6a52e9168cb30\" id=\"forminator-field-name-5_6a52e9168cb30-label\" class=\"forminator-label\">Full name <span class=\"forminator-required\">*<\/span><\/label><input type=\"text\" name=\"name-5\" value=\"\" placeholder=\"\" id=\"forminator-field-name-5_6a52e9168cb30\" class=\"forminator-input forminator-name--field\" aria-required=\"true\" autocomplete=\"name\" \/><\/div><\/div><div id=\"phone-1\" class=\"forminator-field-phone forminator-col forminator-col-6 \"><div class=\"forminator-field\"><label for=\"forminator-field-phone-1_6a52e9168cb30\" id=\"forminator-field-phone-1_6a52e9168cb30-label\" class=\"forminator-label\">Mobile phone number <span class=\"forminator-required\">*<\/span><\/label><input type=\"text\" name=\"phone-1\" value=\"\" placeholder=\"\" id=\"forminator-field-phone-1_6a52e9168cb30\" class=\"forminator-input forminator-field--phone\" data-required=\"1\" aria-required=\"true\" autocomplete=\"off\" \/><\/div><\/div><\/div><div class=\"forminator-row\"><div id=\"name-6\" class=\"forminator-field-name forminator-col forminator-col-4 \"><div class=\"forminator-field\"><label for=\"forminator-field-name-6_6a52e9168cb30\" id=\"forminator-field-name-6_6a52e9168cb30-label\" class=\"forminator-label\">Postcode <span class=\"forminator-required\">*<\/span><\/label><input type=\"text\" name=\"name-6\" value=\"\" placeholder=\"\" id=\"forminator-field-name-6_6a52e9168cb30\" class=\"forminator-input forminator-name--field\" aria-required=\"true\" autocomplete=\"name\" \/><\/div><\/div><div id=\"name-4\" class=\"forminator-field-name forminator-col forminator-col-4 \"><div class=\"forminator-field\"><label for=\"forminator-field-name-4_6a52e9168cb30\" id=\"forminator-field-name-4_6a52e9168cb30-label\" class=\"forminator-label\">Street and house number <span class=\"forminator-required\">*<\/span><\/label><input type=\"text\" name=\"name-4\" value=\"\" placeholder=\"\" id=\"forminator-field-name-4_6a52e9168cb30\" class=\"forminator-input forminator-name--field\" aria-required=\"true\" autocomplete=\"name\" \/><\/div><\/div><div id=\"name-3\" class=\"forminator-field-name forminator-col forminator-col-4 \"><div class=\"forminator-field\"><label for=\"forminator-field-name-3_6a52e9168cb30\" id=\"forminator-field-name-3_6a52e9168cb30-label\" class=\"forminator-label\">Town\/City <span class=\"forminator-required\">*<\/span><\/label><input type=\"text\" name=\"name-3\" value=\"\" placeholder=\"\" id=\"forminator-field-name-3_6a52e9168cb30\" class=\"forminator-input forminator-name--field\" aria-required=\"true\" autocomplete=\"name\" \/><\/div><\/div><\/div><div class=\"forminator-row\"><div id=\"html-2\" class=\"forminator-field-html forminator-col forminator-col-12 \"><div class=\"forminator-field forminator-merge-tags\" data-field=\"html-2\"><p class=\"has-small-font-size\">The controller of the personal data you provide voluntarily is Morele.net Sp. z o.o., with its registered office in Krak\u00f3w (31-864), at al. Jana Paw\u0142a II 43b. Your personal data will be processed in order to respond to the report you submit via the contact form. You have the right to access and correct your personal data. Please note that the data collected may only be shared with entities authorised under applicable law.<\/p><\/div><\/div><\/div><div class=\"forminator-row\"><div id=\"consent-1\" class=\"forminator-field-consent forminator-col forminator-col-12 \"><div class=\"forminator-field\"><div class=\"forminator-checkbox__wrapper\"><label id=\"forminator-field-consent-1_6a52e9168cb30__label\" class=\"forminator-checkbox forminator-consent\"><input type=\"checkbox\" name=\"consent-1\" id=\"forminator-field-consent-1_6a52e9168cb30\" value=\"checked\" aria-labelledby=\"forminator-field-consent-1_6a52e9168cb30-label\" aria-describedby=\"forminator-field-consent-1_6a52e9168cb30__description\" data-required=\"true\" aria-required=\"true\" \/><span class=\"forminator-checkbox-box\" aria-hidden=\"true\"><\/span><\/label><div id=\"forminator-field-consent-1_6a52e9168cb30__description\" class=\"forminator-checkbox__label forminator-consent__label\"><p>I consent to the processing of my personal data (first name, surname, email address, phone number) by morele.net sp. z.o.o. for the purpose of sending me commercial information, including offers, promotions and newsletters, by email and by phone. This consent is voluntary and I may withdraw it at any time. I have the right to access and correct my data.<\/p><\/div><\/div><\/div><\/div><\/div><input type=\"hidden\" name=\"referer_url\" value=\"\" \/><div class=\"forminator-row forminator-row-last\"><div class=\"forminator-col\"><div class=\"forminator-field\"><button class=\"forminator-button forminator-button-submit\">Submit<\/button><\/div><\/div><\/div><input type=\"hidden\" id=\"forminator_nonce\" name=\"forminator_nonce\" value=\"232245e048\" \/><input type=\"hidden\" name=\"_wp_http_referer\" value=\"\/ro\/wp-json\/wp\/v2\/pages\/5891\" \/><input type=\"hidden\" name=\"form_id\" value=\"6058\"><input type=\"hidden\" name=\"page_id\" value=\"5891\"><input type=\"hidden\" name=\"form_type\" value=\"default\"><input type=\"hidden\" name=\"current_url\" value=\"https:\/\/sense7.eu\/ro\/en\/complaints\/\"><input type=\"hidden\" name=\"render_id\" value=\"0\"><input type=\"hidden\" name=\"forminator-multifile-hidden\" class=\"forminator-multifile-hidden\"><input type=\"hidden\" name=\"action\" value=\"forminator_submit_form_custom-forms\"><\/form><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Filing a product complaint \u2013 step by step Is your product damaged or not working properly? Use our online system to report the issue quickly. You&#8217;ll find the detailed conditions in the Manuals and Warranties section. All of our products are covered by a 2-year warranty. When can you file a complaint? If the product [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-5891","page","type-page","status-publish","hentry"],"lang":"en","translations":{"en":5891,"ro":10521,"pl":507},"pll_sync_post":{},"_links":{"self":[{"href":"https:\/\/sense7.eu\/ro\/wp-json\/wp\/v2\/pages\/5891","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sense7.eu\/ro\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sense7.eu\/ro\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sense7.eu\/ro\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/sense7.eu\/ro\/wp-json\/wp\/v2\/comments?post=5891"}],"version-history":[{"count":3,"href":"https:\/\/sense7.eu\/ro\/wp-json\/wp\/v2\/pages\/5891\/revisions"}],"predecessor-version":[{"id":8045,"href":"https:\/\/sense7.eu\/ro\/wp-json\/wp\/v2\/pages\/5891\/revisions\/8045"}],"wp:attachment":[{"href":"https:\/\/sense7.eu\/ro\/wp-json\/wp\/v2\/media?parent=5891"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}