1. General provisions

1. These Terms set out the rules for Customer Service at the cosmetics company proXN Sp. z o.o.
2. Customer Service aims to ensure high-quality services and customer satisfaction by effectively resolving issues and providing information about orders.

2. Scope of customer service

1. Customer Service includes:
   1. Assistance in tracking shipments that are lost or not delivered on time.
   2. Handling complaints and product-related reports based on a completed complaint form.
   3. Collecting suggestions and feedback from customers.

3. Contact with Customer Service

1. Customers may contact Customer Service via:
   1. Telephone: 535 512 981, e-mail: customer@proxn.eu for assistance in tracking shipments (section 2.1.a),
   2. e-mail: customer@proxn.eu by sending the complaint form to submit a complaint (section 2.1.b).
2. Customer Service is available from 8:00 to 16:00, Monday to Friday, excluding public holidays.

4. Complaint procedure

1. The Customer has the right to submit a complaint in the event of product defects or non-compliance with the order.
2. Complaints should be submitted via the complaint form available on the website and sent to the following e-mail address: customer@proxn.eu, or by sending the complaint form together with the defective product to the following address:
   
   GrycanPack (proXN Sp. z o.o.)
   Paruszowice 27, 46-220 Byczyna
3. Each complaint will be reviewed within 7 business days from the date of submission.
4. The Customer will be informed about subsequent steps and the outcome of the complaint handling via e-mail.

5. Privacy policy

1. Customers' personal data are processed in accordance with applicable law and the proXN Sp. z o.o. privacy policy.
2. The Customer has the right to access, correct and delete their personal data.

6. Final provisions

1. proXN Sp. z o.o. reserves the right to amend these Terms. Any changes will be published on the Company's website.
2. Matters not regulated by these Terms are governed by Polish law.
3. The Terms enter into force on 29 July 2024.

In case of questions or doubts, please contact Customer Service.