COMPLAINT PROCEDURE OF FERRUMLABS S.A.

1. In this document ("Complaint Procedure"), we describe the process for reporting defects in the Products purchased from us.

2. Terms that begin with a capital letter in the Complaint Procedure have the meanings assigned to them in the Online Store Regulations, unless defined otherwise herein.

3. As the Seller, we are obligated to deliver a Product free from defects to the Customer. If the Sales Agreement was concluded with a Consumer, we are liable for defects in the Products under the provisions of the Civil Code and the Consumer Law.

4. If you are a Consumer and believe that the Product you purchased is not in accordance with the Sales Agreement (has a defect), you should submit a complaint.

5. Complaints can be submitted:

   1. in writing to the address: FerrumLabs S.A., ul. Puławska 12/3; 02-566 Warsaw or

   2. via email to the address: contact@truemenskincare.com

6. The product being complained about should be sent to the address: Ferrumlabs S.A. Warehouse Mail Boxes etc 2549; ul. Kineskopowa 1, Celtic Park, Hall D, 05-500 Piaseczno (with the note: FerrumLabs, Complaint, order number).

7. You can use our complaint form template (see below). This will facilitate the processing of your complaint.

8. In the content of the complaint, you should provide:

   1. your details (first and last name for individuals, name for legal entities or so-called imperfect legal entities);

   2. contact details, i.e., correspondence address, email address, and phone number;

   3. order number;

   4. details of the complained product (name or code of the complained products) and the quantity of the complained products;

   5. justification of the complaint (description of the Product defect) and, if possible, provide evidence to support the validity of the complaint (e.g., a photo of the revealed defect);

   6. your preferred method of resolving the complaint.

9. A proof of purchase should also be attached to the complaint.

10. We commit to addressing complaints within 14 days from the date of receipt. The assessment of a complaint is considered to be the decision we make on whether to accept or reject your complaint.

11. As a Consumer, you can request that the Product be brought into conformity with the contract, i.e., you can demand that we repair the Product or replace it with a defect-free one. Bringing the Product into conformity with the contract occurs under the following principles:

    1. If bringing the Product into conformity with the contract in the manner you have chosen is impossible or would incur excessive costs for us, we may, at our discretion, replace or repair the Product.

    2. If repair and replacement are impossible or would incur excessive costs for us, we may refuse to bring the Product into conformity with the contract.

    3. When assessing the excessiveness of costs for the Seller, all circumstances of the case are taken into account, in particular the significance of the Product's non-compliance with the contract, the value of the Product in compliance with the contract, and the excessive inconveniences for the Consumer arising from the change in the method of bringing the Product into compliance with the contract.

    4. The Seller shall carry out the repair or replacement within a reasonable time from the moment they have been informed by the Consumer about the non-compliance with the contract, and without causing excessive inconvenience to the Consumer, taking into account the specifics of the Product and the purpose for which the Consumer purchased it. The costs of repair or replacement, including in particular the costs of postage, transport, labor, and materials, shall be borne by the Seller.

    5. The Consumer provides the Seller with the Product subject to repair or replacement. In the event of a complaint being accepted, we will refund you reasonable shipping costs (i.e.within the equivalent value of a registered postal economic shipment).

    6. The consumer is not obliged to pay for the ordinary use of the Product that has subsequently been exchanged.

12. As a Consumer, you have the right to submit a statement regarding a price reduction or withdrawal from the contract if the Product is not in accordance with the contract and:

    1. The Seller has refused to bring the Product into compliance with the contract;

    2. The Seller has not brought the Product into compliance with the contract in accordance with the provisions of the Consumer Law;

    3. the lack of compliance of the Product with the contract still exists, despite the Seller's attempts to bring the Product into compliance with the contract;

    4. the lack of compliance of the Product with the contract is significant enough to justify a price reduction or withdrawal from the contract without prior request for its repair or replacement

    5. It is clear from the Product statement or circumstances that it will not bring the Product into compliance with the contract within a reasonable time or without excessive inconvenience to the Consumer.

13. In the event of exercising the rights referred to in point 12 above:

    1. The reduced price must remain in proportion to the price resulting from the contract, in which the value of the non-compliant Product remains to the value of the compliant Product.

    2. The Seller shall refund the Consumer the amounts due as a result of exercising the right to reduce the price without delay, no later than within 14 days from the date of receiving the consumer's statement regarding the price reduction.

    3. The Consumer cannot withdraw from the contract if the lack of conformity of the Product with the contract is insignificant. It is presumed that the lack of conformity of the Product with the contract is significant.

    4. If the lack of conformity with the contract concerns only some of the Products delivered under the contract, the Consumer may withdraw from the contract only in relation to those Products, as well as in relation to other Products purchased by the Consumer together with the non-conforming goods, if it cannot reasonably be expected that the Consumer would agree to keep only the goods that conform to the contract.

    5. In the event of withdrawal from the contract on the above basis, the Consumer shall promptly return the Product to the Seller at the Seller's expense. The Seller shall refund the Consumer the price without delay, no later than 14 days from the date of receiving the Product or proof of its return. The Seller shall make the refund using the same payment method that the Consumer used, unless the Consumer has expressly agreed to a different method of refund that does not incur any costs for them.

    6. The seller is responsible for the lack of conformity of the Product with the contract existing at the time of its delivery and revealed within two years from that moment, unless the shelf life of the Product is longer. It is presumed that the lack of conformity of the Product with the contract, which has emerged before the expiration of two years from the moment of delivery of the Product, existed at the time of its delivery, unless proven otherwise or this presumption cannot be reconciled with the nature of the Product or the nature of the lack of conformity of the goods with the contract.

14. The provisions of the Complaint Procedure relating to Consumers also apply to a natural person conducting individual business activity (registered in CEIDG or conducting so-called.non-registered activity), entering into a Sales Agreement with the Seller directly related to their business activity, but not having a professional character for such a person.

15. In the case of Customers: (a) who are not natural persons entering into a Sales Agreement with us through the Store or (b) who are natural persons conducting business activity and entering into a Sales Agreement with us through the Store directly related to their business activity and having a professional character for them, the warranty for Product defects is excluded pursuant to Article 558 §1 of the Civil Code.

COMPLAINT FORM