WARRANTY POLICY

This Warranty and Buyer Protection Policy ("Policy") sets out the full scope of protections available to consumers ("you", "Consumer") when purchasing certified refurbished electronic devices from Exactflow Prosta Spółka Akcyjna, a Prosta Spółka Akcyjna incorporated and registered in Poland under KRS number 0001218490, NIP 5342706763, REGON 543770217, registered office at ul. Stanisława Bodycha 87, 05-816 Reguły, Poland ("Company", "we", "us", "our"). The Company specialises in the sale of certified refurbished Apple products — including MacBooks and iPhones — and other consumer electronics.

Our warranty framework is built on three layers of protection. The first is the mandatory statutory warranty arising under EU law and implemented in Polish consumer law, which cannot be waived or reduced by agreement. The second is the Company's voluntary Commercial Warranty, which extends and supplements statutory protections. The third is the Buyer Protection Programme, which provides additional procedural and financial safeguards when a resolution cannot be achieved through standard warranty channels within defined timeframes.

This Policy complies with Directive 2019/771/EU (Sales of Goods Directive), Directive 2011/83/EU (Consumer Rights), the Polish Consumer Rights Act, Civil Code Articles 556 to 576, and applicable marketplace platform standards including Back Market and Refurbed seller warranty requirements. Your statutory rights under EU and Polish law are guaranteed and cannot be excluded, limited, or watered down by any commercial warranty, platform policy, or seller agreement.

Every Product sold through the Platform or through any affiliated Marketplace Platform must pass the Company's five-stage quality testing protocol before being assigned a cosmetic grade and listed for sale. This protocol is designed to meet or exceed the certification requirements of Back Market and Refurbed.

In the first stage, all prior owner data is securely erased using industry-standard methods compliant with applicable data protection requirements. In the second stage, a comprehensive hardware diagnostic is conducted using professional-grade testing software, covering the processor, RAM, storage, battery, display, camera, all ports and connectors, wireless modules (Wi-Fi, Bluetooth, NFC, and cellular where applicable), biometric sensors (Touch ID, Face ID), and all physical controls. Any component that fails is either replaced or the device is removed from sale pending investigation. In the third stage, the operating system is freshly reinstalled or restored to factory settings and updated to the latest compatible firmware. In the fourth stage, a cosmetic inspection is carried out under standardised lighting and a cosmetic grade is assigned. In the fifth and final stage, a Quality Certification is issued for the specific unit, referencing its serial number, the tests passed, and the grade assigned; this certificate is available to the Consumer on request.

Cosmetic Grading

The cosmetic grade reflects the visual condition of the device only and has no bearing on functional performance or warranty coverage. All grades carry identical statutory and Commercial Warranty entitlements.

Grade A — Excellent Condition: the device shows no visible scratches, scuffs, dents, or marks under normal viewing conditions. The screen is free of scratches, dead pixels, and discolouration. Grade B — Good Condition: the device may show light scratches or minor scuffs visible under close inspection, but there are no significant dents, deep scratches, or structural damage, and the screen functions perfectly. 

Grade C — Acceptable Condition: the device shows more visible cosmetic wear including moderate scratches or light dents on the casing. The screen remains fully functional. Photographs of Grade C imperfections are provided in the Product listing and the price reflects the cosmetic condition. In all grades the device is fully functional and meets the Company's hardware performance standards.

Battery Health and Accessories

All batteries are tested and battery health is disclosed as a percentage in every Product listing. The Company's minimum threshold for sale is 80% original capacity, which corresponds to Apple's own service replacement standard. Where battery health falls below this threshold at the time of testing, the battery is replaced before listing. Normal degradation from Consumer use after delivery is not covered by warranty.

Each Product listing clearly states which accessories are included. Where listed accessories are absent from delivery, this constitutes a lack of conformity. Where a Product is listed as device only, no accessories are included and their absence is not a defect. The Company uses genuine Apple accessories where available; where compatible third-party accessories are used, this is stated in the listing.

Pursuant to Article 10 of Directive 2019/771/EU and the Polish Consumer Rights Act, the Company is strictly liable for any lack of conformity with the Sales Contract that exists at the time of delivery and becomes apparent within two years of delivery. This two-year statutory warranty is a mandatory minimum under EU law and cannot be reduced, waived, or excluded by any term of this Policy or any other commercial document.

A Product is not in conformity with the Sales Contract if at the time of delivery it does not:
(a) match the description, type, quantity, quality, functionality, or cosmetic grade stated in the listing;
(b) include all accessories and items described in the listing;
(c) function in the way a consumer would reasonably expect a device of that type and grade to function; or
(d) meet any additional requirements agreed in writing between the parties.

Burden of Proof

During the first twelve months following delivery, any lack of conformity that becomes apparent is legally presumed to have existed at the time of delivery, and the burden of proof rests on the Company to demonstrate otherwise. After twelve months and up to the end of the two-year period, the Consumer should be able to show that the fault was not caused by misuse or accidental damage. In either period, you are protected for the full two years.

Exclusions

Defects attributable to the following causes are not covered: accidental physical damage after delivery including drops, liquid damage, or screen cracks; use inconsistent with the device's intended purpose or Apple's usage guidelines; unauthorised modification, jailbreaking, third-party repair, or use of non-approved accessories; cosmetic wear consistent with the grade stated at the time of sale; and battery degradation within normal usage parameters (a decline of up to 20% per year under typical use is considered normal degradation).

Your Remedies — In Order of Priority

Where a valid lack of conformity is established, your primary right is to have the Product brought into conformity by repair or replacement, at your choice. The Company may decline your preferred remedy only if it is objectively impossible or would impose disproportionate costs compared with the alternative, taking into account the value of the Product, the significance of the defect, and any inconvenience to you.

Where repair or replacement is refused, cannot be completed within thirty calendar days of confirmed receipt of the returned Product, or has been attempted once without success, you are entitled to a proportionate price reduction or — where the lack of conformity is not minor — a full refund. The Company will not characterise a significant functional defect as minor to avoid a refund obligation.

In addition to the mandatory statutory warranty, the Company provides a voluntary Commercial Warranty on all Products sold through its Platform and Marketplace channels. The standard period is twelve months from the date of delivery, unless a longer period is stated in the Product listing — for example, twenty-four months on premium-grade refurbished MacBooks. The Commercial Warranty is intended to provide a clear and efficient route to remedy without requiring the Consumer to establish the legal cause of a defect or prove that it existed at the time of delivery. The Company accepts responsibility for defects consistent with a hardware manufacturing or refurbishment fault that emerge during the warranty period.

What Is Covered

The Commercial Warranty covers all primary hardware components: the processor and logic board; RAM and internal storage; display panel and touch functionality; camera systems front and rear; battery subject to the degradation parameters described in Section 2; all ports, connectors, and charging functionality; biometric authentication systems (Touch ID, Face ID); all buttons, switches, and physical controls; wireless modules (Wi-Fi, Bluetooth, NFC, cellular); and speaker and microphone systems.

What Is Not Covered

The Commercial Warranty does not cover: cosmetic damage occurring after delivery; liquid damage caused by the Consumer; screen breakage or physical damage caused by impact; damage from use with non-compatible accessories or power sources; faults caused by software modifications, jailbreaking, or non-approved operating systems; normal battery degradation within the parameters described in Section 2; or loss, theft, and fire damage. Where a defect arises from a combination of a pre-existing hardware weakness and post-delivery usage, the Company will assess the claim in good faith and will not automatically decline it solely because post-delivery use was a contributing factor.

Marketplace Channels and Registration

Warranty rights are identical regardless of the channel through which a Product is purchased — whether directly through www.exactsolution.com or through Back Market, Refurbed, Allegro, eBay, Cdiscount, or Kaufland. The Company's warranty terms meet or exceed the mandatory minimum requirements of each platform. The Commercial Warranty takes effect automatically upon delivery and does not require formal registration. However, optional registration by contacting support@exactsolution.comallows the Company to associate the warranty with your Account, expedite future claims, and provide proactive notifications of firmware updates or safety advisories.

The Buyer Protection Programme is the Company's own-brand consumer guarantee applicable to all purchases made directly through www.exactsolution.com. It operates alongside the statutory warranty and the Commercial Warranty, providing additional protection in scenarios where a resolution has not been achieved through standard channels within a reasonable timeframe.

Buyer Protection is triggered in the following circumstances. First, where a Product is delivered that materially does not match the description in the Order Confirmation — including wrong model, a grade significantly different from that described, or missing accessories listed as included — a full refund or replacement will be offered within seven business days of the claim being confirmed. Second, where a Product develops a warranty-covered defect and the Company has been unable to resolve the claim through repair or replacement within forty-five calendar days of confirmed submission, the Consumer will be offered a full refund of the original purchase price without deduction, or a replacement device of equivalent specification and grade, at the Consumer's choice. Third, where a Product arrives in a condition inconsistent with the stated cosmetic grade to a degree that exceeds normal grading tolerance, the Company will offer either a partial price reduction agreed in writing or a full return and refund at the Company's expense. Fourth, where a delivery is confirmed lost or undelivered and cannot be located within ten (10) business days of the expected delivery date, a full refund or replacement dispatch will be arranged within five business days of the loss being confirmed by the carrier.

Where a purchase is made through a Marketplace Platform, that platform's own buyer protection scheme applies additionally. Back Market, Refurbed, and Allegro each operate their own consumer guarantee programmes that provide direct recourse to the platform's dispute resolution team where a seller is unresponsive. The Company responds to all platform dispute notifications within the platform's mandated response timeframe and actively cooperates with all marketplace dispute resolution processes.

Initial Contact

To initiate a Warranty Claim, contact the Company's warranty support team at support@exactsolution.com with the following information: your full name and the email address associated with your Account or order; your Order number or marketplace order reference; the serial number of the Product (accessible via Settings on iPhones and via About This Mac on MacBooks); a detailed description of the defect including when it first appeared and under what circumstances; and, where the defect is visible, photographs or a short video demonstrating the issue. The Company will acknowledge receipt within two business days and provide an initial assessment response within seven business days, setting out whether the defect falls within warranty coverage, the proposed remedy, and any return instructions.

Diagnosis and Assessment

Where the defect cannot be confirmed remotely, the Company will request return of the Product and will provide a prepaid return label or arrange courier collection at its expense. Within the first twelve months, return shipping is always at the Company's expense. After twelve months and within the second year of the statutory period, where the outcome of diagnosis is uncertain, the Company may ask the Consumer to cover return shipping, which will be refunded in full if the claim is upheld. Upon receipt of the returned Product, the Company will conduct a technical diagnosis and communicate findings and the proposed remedy within seven business days. Where the diagnosis determines that the defect is attributable to accidental damage, liquid damage, or misuse, the Company will provide a written technical assessment with supporting photographs and an explanation of findings.

Repair

Where repair is the agreed remedy, the Company will use genuine manufacturer parts where available, or high-quality compatible parts meeting the performance specifications of the original component where genuine parts are not commercially available. All replacement parts are tested before and after installation, and the repaired device is quality-checked using the Company's standard testing protocol before return. Repairs carry a ninety-day warranty on the replaced components. The statutory warranty on the remainder of the device continues to run from its original start date, uninterrupted.

Replacement

Where replacement is the agreed remedy, the Company will source a replacement Product of the same model, storage configuration, cosmetic grade, and colour from current quality-certified stock. Where the exact specification is no longer available, the Company will offer a Product of equal or superior specification at no additional charge, subject to the Consumer's agreement. The replacement Product carries a new two-year statutory warranty from the date of delivery of the replacement, and the Commercial Warranty period mirrors that offered on the original Product.

Processing Timelines

The Company commits to the following maximum processing timelines: acknowledgement of claim within two business days of submission; initial assessment response within seven business days of submission; repair completion within thirty calendar days of confirmed receipt of the returned Product; replacement dispatch within seven business days of the Consumer's acceptance; and refund processing within fourteen (14) calendar days of the confirmed refund decision. These are maximum periods; in practice the majority of claims are resolved significantly faster.

The Quality Guarantee is the Company's commitment to stand behind the quality of every Product it sells. It encapsulates three distinct promises made to every Consumer. First, that every Product has passed the full five-stage quality testing protocol described in Section 2 before being listed for sale. Second, that the cosmetic grade assigned to the Product accurately reflects its visual condition, and that any significant inconsistency between the described grade and the received condition will be resolved in the Consumer's favour without dispute. Third, that if any hardware fault attributable to the refurbishment process or to a pre-existing component weakness emerges during the Commercial Warranty period, the Company will repair or replace the Product at its cost without requiring the Consumer to establish the legal basis for the defect.

The Quality Guarantee is not a separate legal instrument but a statement of the Company's operating standard and commercial commitment. It is intended to give every Consumer confidence that purchasing a refurbished device carries no more practical risk than purchasing a new device in terms of functional reliability, and that the Company will always act in good faith when assessing and resolving claims.

Escalation

If you are dissatisfied with the outcome of a Warranty Claim, you may escalate the dispute by writing formally to support@exactsolution.com with your Order number, the details of your claim, the Company's response, and a clear explanation of why you consider it unsatisfactory. Please mark the subject line 'Formal Warranty Escalation — [Order Number]'. The Company will review escalated disputes at a senior management level and respond with a final position within fourteen business days.

Independent Evaluation and Alternative Dispute Resolution

You may seek an independent technical evaluation from a qualified service centre, such as an Apple Authorised Service Provider, and submit the evaluation report to the Company. If the independent evaluation confirms a warranty-covered defect, the Company will honour the remedy without further dispute. You may also refer the matter to the Stały Polubowny Sąd Konsumencki, the Rzecznik Konsumentów in your municipality, or the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr. You may also bring proceedings before a court of competent jurisdiction. None of these options require prior exhaustion of internal escalation procedures, and your right to access the courts is never conditional on using alternative dispute resolution.

Governing Law and Policy Updates

This Policy is governed by the laws of the Republic of Poland, including the Polish Consumer Rights Act and the Civil Code. EU mandatory minimum consumer protections apply in all cases. Nothing in this Policy reduces the rights available to you under the law of your EU member state of habitual residence.

The Company reserves the right to amend this Policy to reflect changes in applicable law, marketplace platform requirements, or operational procedures. Material changes will be notified to registered Account holders by email at least thirty days before they take effect. The version of this Policy in force at the time of your Order governs the warranty terms applicable to that Order for its duration.

For warranty claims and support, contact us at support@exactsolution.com. We aim to acknowledge all warranty enquiries within two business days.

For formal escalations, write to support@exactsolution.com and mark the subject line 'Formal Warranty Escalation — [Order Number]'.

For data protection enquiries, including questions about how your personal data is processed in connection with warranty claims or to exercise your data subject rights, contact support@exactsolution.com.

For general platform enquiries, contact info@exactsolution.com or visit www.exactsolution.com.

Written correspondence may be sent to: Exactflow Prosta Spółka Akcyjna, ul. Stanisława Bodycha 87, 05-816 Reguły, Poland.

If you wish to raise a complaint with the data protection supervisory authority, contact the Urząd Ochrony Danych Osobowych (UODO), ul. Stawki 2, 00-193 Warsaw, Poland — www.uodo.gov.pl.