Complaints and returns

Complaints and returns

Complaint, warranty and liability
1) The customer is obliged to check the quantitative and qualitative condition of the product at the time of its receipt. The seller is liable to the customer only for those defects of the product that the customer was not able to discover during the test. By signing the bill of lading, the Customer confirms the Seller’s fulfillment of its performance (release of the product free from visible defects). In the event that the parcel is damaged, the Customer is obliged to prepare a damage report in the presence of the courier and submit it to the Seller and the carrier, under pain of not accepting the complaint.
2) Any complaints and comments regarding product defects that the Customer was not able to discover during the examination indicated in point 1:
a) should be reported in writing, no later than 7 days from the date of performance of the contract, with reference to the number of the VAT invoice or the delivery note relating to the advertised order.
b) should contain an accurate description of non-compliance and the reason for the complaint, under pain of losing the right to report or referring to any reservations regarding the delivered products. Along with the complaint, the customer should deliver the defective product to which the complaint relates in the amount specified in the complaint letter, which is the basis for starting the complaint process.
3) The following are not considered defects and do not constitute grounds for a complaint:
a) slight color differences between the delivered Goods and their image displayed on the Customer’s monitor, which may result from the fact that different types of monitors may distort the actual colors, as well as slight color differences resulting from the methods of color conversion or sampling (in case of exceptional requirements related to color matching, we offer a color sample for PLN 50 net)
b) slight inaccuracies or micro dust on the surface of the printout on the Goods (glass, plexiglass), provided that they are invisible from a distance of at least twice the diagonal of the printout (applies to UV printing on glass and flat materials)
c) slight deviations of the dimensions of the Goods from the dimensions sent by the Customer, with the proviso that the permissible tolerance range is +/- 3 mm (glass)
d) slight damage to the cut caused by cutting the foil
e) slight differences (up to 1%) in the dimension of finished products
f) welds and joining of 2 or more parts of banners and meshes, one of the dimensions of which exceeds the width of the roll from which it was printed
g) embossing overprints on foils
4) The customer loses the right to submit claims and claims under the warranty, if granted, in the event of:
• failure to follow the assembly instructions
• any tampering with the finished product
• mechanically damaged product
• prints glued with a layer of foil (printing on glass) exposed to strong daylight
5) The Seller informs in particular that in the case of installing glasses, only glue for mirrors and glass should be used (no solvents and isocyanates); We glue the glass panels directly to the leveled substrate. Do not apply the glue too close to the edge so that it does not flow out when pressed. All prints made by UV printing, wrapped in stretch foil, should be unpacked within two days of their receipt. Too long storage of so packed goods may cause water to get under the print as a result of increased humidity, which may cause it to burn or fall off.
6) If the defective Goods are replaced with those free from defects, the Seller does not guarantee that the reprint will be identical. Due to the properties of the technological process and variable parameters of the machines, the Seller cannot guarantee the repeated printing of the same element in a perfectly repeated color and with a perfectly reproduced continuation of the pattern.
7) Deficiencies or defects in part of the order do not entitle to a complaint for the entire order and do not exclude the obligation to pay for the order completed.
8) The customer cannot refuse to accept the service in the event of insignificant defects, i.e. not affecting the correct use of the product and its functionality, and slightly affecting the aesthetics. Complaints regarding colors will be considered only in the case of providing a color pattern and only in extremely gross cases, in particular, we would like to point out that the colors of the designs on uncalibrated monitors may differ significantly from the final result. In the event of insignificant defects, the Customer is entitled only to
a claim for an appropriate reduction in remuneration in the range from 1 to 15%, depending on the type of defect and the number of elements affected by the defect.
9) The Seller is responsible for the quality of the product (print) only if the materials sent by the Customer meet the technical parameters specified in the appendix. The customer acknowledges that the quality of the product (print) depends on the quality of the materials provided by him, and the Seller offers a large-format, non-digital print, and the quality of the printout is limited by the technology used,
files from which the print is made, material.
10) The Seller is not responsible for any content and form of the product, if they were sent by the Customer or approved by the Customer in the visualization (design) presented to him.
11) The commencement of the use of the service by the Customer, in particular the use or dissemination of products created by the Seller, is treated as the acceptance of the service without reservations, unless the parties agree otherwise in a specific case.
12) The Seller’s liability for non-performance or improper performance of the contract concluded on the basis of the Order is limited to the net value of the Order. This limitation does not apply to cases where the damage was caused intentionally. The Seller’s liability shall in no event include loss of profits or costs of the substitute performance.
13) In the resulting scope, the Seller’s liability under the warranty is excluded.
14) Individual products may be covered by the warranty under the conditions specified in a separate document. The warranty is valid only if the instructions for use and recommendations for the product are followed and does not cover any defects or faults related to improper use or natural wear.
15) If the goods are delivered to the customer by a transport company (external subcontractor), the responsibility for delivering the shipment is transferred to the carrier and any claims for non-delivery or damage caused during transport should be directed to the subcontractor. Procedures as in point 1) of this Chapter.

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