Complaints and Returns

Seller’s Details and Address for Correspondence/Returns (for complaints):
Stary Drukuje — Sara Setlak
ul. Tymiankowa 5/15
86-031 Osielsko
e-mail: starydrukuje@gmail.com, tel. +48 790 362 100

1. No Right of Withdrawal (Returns)

1.1. Returns are not possible as each item is manufactured based on the individual order of the Customer, according to the provided dimensions and technical parameters. This means that once the product is made, it cannot be reintroduced into circulation.
1.2. According to Art. 38 point 3 of the Consumer Rights Act, the right to withdraw from a distance contract does not apply to items made to the consumer’s specifications or serving to satisfy their individualized needs.

2. Complaints (Non-conformity of Goods with the Contract)

2.1. A complaint can be filed when:

the manufactured item does not comply with the dimensions/specifications provided by the Customer (beyond agreed tolerances),
damage occurred during shipping and delivery is identified.

2.2. How to file a complaint:

send an email to starydrukuje@gmail.com with the order number, description of the non-conformity/incident, photographic documentation, and – if possible – a scan/photo of the technical drawing with dimensions;
in case of transport damage, we recommend immediately preparing a damage report with the courier and reporting the issue (preferably within 7 calendar days), which will facilitate the process of claiming compensation from the carrier.

2.3. Processing:

we process the complaint within 14 days of receiving it;
if the complaint is justified, we will promptly agree on how to implement the entitlements: repair, remanufacturing (reprint), replacement, or full/partial refund – according to the type and extent of non-conformity;
in case of a justified complaint, the return shipping costs are borne by the Seller.

2.4. Other rights: The above does not limit the rights provided by law (in particular, the provisions on non-conformity of goods with the contract).