Complaints and returns

Complaints, warranty and liability

1. The Customer is obliged to check the quantity and quality of the product at the moment of receipt. The Seller is liable to the Customer only for those defects of the product which the Customer was unable to discover during that inspection. By signing the consignment note, the Customer confirms that the Seller has performed its obligation (delivery of a product free of visible defects). If the shipment arrives damaged, the Customer must draw up a damage report in the presence of the courier and submit it to the Seller and the carrier, otherwise the complaint will not be accepted.
2. All complaints and remarks concerning product defects which the Customer was unable to discover during the inspection referred to in point 1:
3. • must be submitted in writing no later than 7 days from the date of performance of the contract, quoting the number of the VAT invoice or the delivery note relating to the order concerned;
   • must contain an exact description of the non-conformity and the reason for the complaint, otherwise the right to raise or rely on any reservations regarding the delivered products is forfeited. Together with the complaint the Customer should deliver the defective product in the quantity stated in the complaint letter, which constitutes the basis for starting the complaint procedure.
3. The following are not considered defects and do not constitute grounds for a complaint:
4. • slight colour 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 real colours, as well as slight colour differences resulting from colour conversion or sampling methods (for exceptional colour-matching requirements we suggest ordering a colour sample at a price of PLN 50 net);
   • minor inaccuracies or micro-particles on the surface of the print on the Goods (glass, plexiglass), provided they are invisible from a distance of at least twice the diagonal of the print (applies to UV prints on glass and flat materials);
   • slight deviations of the dimensions of the Goods from the dimensions sent by the Customer, with the reservation that the permissible tolerance is +/- 3 mm (glass);
   • minor damage to the edge finish arising during the trimming of film;
   • slight differences (up to 1%) in the dimensions of finished products;
   • welds and joints of 2 or more parts of banners and meshes where one of the dimensions exceeds the width of the roll from which they were printed;
   • panelling of prints on films.
4. The Customer loses the right to submit complaints and warranty claims, where a warranty has been granted, in the event of:
5. • failure to follow the assembly instructions;
   • any interference with the finished product;
   • mechanical damage to the product;
   • prints backed with a layer of film (printing on glass) exposed to strong daylight.
5. The Seller informs in particular that when installing glass, only adhesives for mirrors and glass (free of solvents and isocyanates) may be used; glass panels are glued directly onto a levelled surface. Adhesive must not be applied too close to the edge, so that it does not leak out when pressed. All prints made using the UV printing method and packed in stretch film must be unpacked within two days of receipt. Storing goods packed in this way for too long may allow water to get under the print as a result of increased humidity, which may cause it to blister or peel off.
6. When defective Goods are replaced with Goods free of defects, the Seller does not guarantee that the reprint will be identical. Due to the nature of the technological process and the variable parameters of the machines, the Seller cannot guarantee that the same element will be reprinted with perfectly repeated colours and a perfectly reproduced continuation of the pattern.
7. Shortages or defects concerning part of an order do not entitle the Customer to complain about the whole order and do not exclude the obligation to pay for the part of the order that has been performed.
8. The Customer may not refuse acceptance of the service in the case of insignificant defects, i.e. those which do not affect the possibility of proper use of the product and its functionality and only slightly affect its appearance. Complaints regarding colours will be considered only if a colour reference is provided and only in exceptionally glaring cases; in particular, please note that the colours of designs viewed on uncalibrated monitors may differ significantly from the final result. In the case of insignificant defects, the Customer is entitled only to a claim for an appropriate reduction of the price by a value of between 1% and 15%, depending on the type of defect and the number of elements affected.
9. The Seller is responsible for the quality of the product (print) only if the materials supplied by the Customer meet the technical parameters specified in the annex. The Customer acknowledges that the quality of the product (print) depends on the quality of the materials supplied, and that the Seller offers large-format, not digital, printing, and that print quality is limited by the available technology, the files from which the print is made and the material.
10. The Seller bears no responsibility for the content and form of the product if they were supplied by the Customer or approved by the Customer in the visualisation (design) presented to them.
11. The Customer's commencement of use of the service, in particular the use or distribution of the products created by the Seller, is treated as 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 a contract concluded on the basis of an Order is limited to the net value of that Order. This limitation does not apply where the damage was caused intentionally. The Seller's liability in no case covers loss of profit or the cost of substitute performance.
13. To the extent arising, the Seller's liability under the statutory warranty for defects is excluded.
14. Individual products may be covered by a guarantee on the terms set out in a separate document. The guarantee applies only if the operating instructions and recommendations for the product concerned are followed, and does not cover any defects or faults resulting from improper use or natural wear.
15. Where goods are delivered to the Customer by a transport company (an external subcontractor), responsibility for delivery of the shipment passes to the carrier, and any claims for non-delivery or damage occurring in transit should be addressed by the Customer to the subcontractor. Procedures as in point 1 of this section apply.