Complaints Policy
Filing and processing complaint procedures
Quick Information
Complaints can be filed via email (kontakt@aiess.pl) or by phone (+48 504 185 980). We process every complaint within 14 business days of receipt.
We are obligated to repair, replace, or refund in accordance with consumer law.
1. General Provisions
1.1. This Complaints Policy defines the rules and procedure for filing and processing complaints regarding products and services offered by OLMAR TRADE Sp. z o.o. (AIESS).
1.2. Provisions of this Policy apply without prejudice to consumer rights arising from generally applicable laws, in particular the Civil Code and consumer rights legislation.
1.3. The Policy applies to:
- Battery Energy Storage Systems (BESS)
- AI software and services
- Consulting services and energy audits
- Website operation (aiess.pl)
2. Who Can File a Complaint?
Complaints can be filed by:
👤 Consumer
Natural person making a purchase not directly related to their business or professional activity.
Full consumer protection scope
🏢 Business Customer
Person conducting business activity on their own account.
Complaint processed based on contract and Civil Code provisions
3. Warranty and Legal Guarantee
3.1. Legal Guarantee (statutory obligation)
Consumers can file complaints under legal guarantee within 2 years from product delivery.
Under consumer rights law, buyers may:
- Request price reduction
- Withdraw from contract (unless defect is insignificant)
- Request product replacement with a defect-free one
- Request defect removal
3.2. Manufacturer's Warranty (voluntary)
AIESS BESS systems are covered by manufacturer's warranty. Details regarding warranty period and conditions are in:
- Warranty card included with the product
- Technical documentation
- Sales contract
Important: Manufacturer's warranty does not exclude, limit, or suspend buyer's rights arising from legal guarantee. Consumers can use both warranty and legal guarantee rights.
4. How to File a Complaint
Complaints can be filed in one of the following ways:
4.1. What Should a Complaint Include?
To expedite complaint processing, please provide the following information:
- ✓Contact details: Name, surname, email address, phone number
- ✓Order/contract number (if applicable)
- ✓Problem description: Detailed description of defect or non-conformity
- ✓Purchase/delivery date
- ✓Photos/documentation (if possible)
- ✓Expected resolution method (repair, replacement, refund, price reduction)
Tip: The more information you provide, the faster we can process your complaint. For BESS systems, please also include system logs if possible.
5. Complaint Processing Time
⏱️ Standard Processing Time
14 business days
We process complaints and provide responses within 14 business days of receiving the complaint.
5.1. For more complex complaints (e.g., requiring technical expertise), the period may be extended to 30 days. We will inform you in advance.
5.2. Under consumer rights law, if we do not respond to a complaint within 14 days, it is considered accepted as justified.
5.3. Response to the complaint will be provided through the same channel it was filed (email, phone, mail).
6. Complaint Resolution Methods
Depending on the complaint nature, we may propose the following solutions:
🔧 Repair
Removal of product defect or malfunction by authorized service. For BESS systems, repairs are performed by certified technicians.
🔄 Replacement
Product replacement with new, defect-free one. Available when repair is impossible or irrational.
💰 Refund
Refund of purchase costs in case of contract withdrawal (available for consumers if defect is significant and cannot be removed).
📉 Price Reduction
Partial refund proportional to defect size (available for consumers).
For consumers: You have the right to choose the complaint resolution method (repair or replacement), unless the chosen method is impossible or requires excessive costs compared to the other method.
7. Complaint Costs
7.1. If a complaint is found justified, all costs related to the complaint (including shipping, repair, replacement costs) are borne by AIESS.
7.2. Consumers do not bear costs associated with justified complaints.
7.3. In case of unjustified complaint (e.g., damage resulting from improper use), we may refuse to accept the complaint. We will contact you to clarify the situation before making a decision.
8. Out-of-Court Dispute Resolution
Consumers have the right to use out-of-court methods for handling complaints and pursuing claims:
8.1. Mediation and Consumer Arbitration
Consumers can contact permanent consumer arbitration courts operating under Provincial Trade Inspection.
8.2. Consumer Ombudsman
Consumers can obtain free assistance in resolving disputes with businesses.
8.3. ODR Platform
Consumers can use the ODR (Online Dispute Resolution) platform available at: https://ec.europa.eu/consumers/odr
Contact Us About Complaints
We're ready to help you resolve any issue. Contact us:
Email (Recommended): kontakt@aiess.pl
Phone: +48 504 185 980
Mailing address:
OLMAR TRADE Sp. z o.o.
Plac Wolności 3A
63-460 Nowe Skalmierzyce
Poland
Business hours: Monday - Friday, 7:00 AM - 3:00 PM
Last updated: December 10, 2025
Complaints Policy effective from: December 9, 2025