Warranties, Complaints, Returns

1. General provisions

Each customer of the Lotigy platform who has purchased a product or products included in a specific LOT has the right to exercise their statutory rights for return of goods, submission of a warranty claim (where applicable and explicitly stated in the seller’s listing), or filing of a complaint.

These rights may be exercised within the time limits and under the conditions provided by the applicable consumer protection legislation in the country where the end customer is located, as well as in accordance with the terms defined by the respective seller.

The Lotigy platform provides digital services and tools through which buyers and sellers can manage such requests in a clear, structured, and traceable manner.

 

2. Order history and access to the form

Each registered user with the status “Buyer” has access to a complete history of their orders in their profile. For every order, an option is provided to send a request directly to the respective seller.

The form for submitting a warranty claim, complaint, or return request is available directly from the order history via the “Submit form” button. Through this form, the buyer can quickly and easily submit an official request related to a specific purchase of a product or products included in a given LOT.

 

3. Submission of a request

When completing the form, the buyer may select one or more products from the respective order to which the request applies. For each selected product, a short description of the reason for the request must be provided, regardless of whether it concerns a warranty claim, complaint, or return.

The purpose of the provided information is to enable the seller to gain a clear understanding of the situation and to respond in a timely and appropriate manner by offering a suitable solution.

After the form is submitted, the request is registered in the system and is considered officially submitted through the platform.

 

4. Processing of requests by the Seller

After the request is submitted, the seller is automatically notified through the platform’s system. From that moment, the seller has a period of 48 hours to contact the buyer using the provided contact details and clarify how the request will be reviewed and resolved.

Communication between the parties takes place directly. The seller is responsible for proposing a solution in accordance with their legal obligations and applicable commercial terms.

After resolving the request, the seller is required to mark in the system how it was concluded for the respective product or products, in order to ensure transparency and traceability of the actions taken.

 

5. Traceability and closure of a request

The submitted request may be terminated by the buyer if they decide to withdraw it or determine that no further action is required.

Requests are not considered fully finalized until both parties have reflected the corresponding status in their profiles. In all cases, a request cannot be unilaterally closed or terminated, regardless of its type, until the actions taken are recorded and both parties confirm its status.

In cases where the buyer terminates a request before it has been reviewed or resolved, this is considered a withdrawal from further consideration of the respective claim. In such cases, the seller is required to mark the closure of the request on their side as well. Until this action is completed, the request remains with an “active” status in the seller’s profile.

If the buyer later changes their decision and wishes to submit a new request for the same product or order, the platform does not impose a limit on the number of submitted requests, provided this is done within the applicable legal deadlines.

All closed requests are stored in the history of the respective order and remain available for review for the purpose of tracking communication and actions taken. If necessary, more than one request may be submitted for the same order at a later stage.

 

6. Role of Lotigy and responsibilities

The Lotigy platform, operated by Lotigy Ltd., is a digital intermediary service that connects buyers and sellers. Lotigy is not the owner of the products published on the platform and does not act as a seller in transactions carried out through it.

Responsibility for the quality of products, their condition, warranty service, complaints, and returns lies entirely with the respective seller from whom the purchase was made. Lotigy provides technical infrastructure and communication tools but does not undertake to independently resolve disputes between the parties.

In the event of a case, the platform may assist by providing references and information, without being a party to the dispute and without bearing responsibility for its final outcome. The rights and obligations of buyers and sellers are governed by the platform’s Terms and Conditions, as well as by additional contractual relationships between Lotigy Ltd. and the individual sellers.

 

7. Rights of Lotigy

In cases where a request remains unresolved for an extended period of time, as well as in situations where one party has marked the request as completed and the other has not reflected the corresponding status in their profile, the platform reserves the right to contact one or both parties.

The purpose of such communication is to remind them of the existence of an active request, to check its current status, and to establish what actions or measures have been taken.

This assistance aims to ensure clarity, full traceability, and accurate recording of information in the system, so that in the event of a subsequent case, there is an objective and verifiable history of communication and actions taken. Such intervention does not constitute resolution of the dispute by the platform and does not create additional obligations for it.

 

8. Contact

If you need assistance or encounter difficulties when submitting the form, you may contact us at any time via the online chat on the platform or by email at info@lotigy.com.

The Lotigy team will make every effort to assist you with information and guidance regarding the use of the platform and its functionalities.