What to do if the shipment is damaged?
If the parcel shows visible signs of damage or there is a suspicion that it may be damaged, unpack the parcel in the presence of the courier. Follow the next steps:
1. Prepare a damage report
If the contents of the parcel are damaged, write down a damage report with the courier or complete the electronic damage report available at link. The protocol must be writtennecessarily on the day of receipt of the shipment. If it is written down at a later date, it will be consideredinvalid.
To prepare an electronic damage report it is necessary to add photos - of the outer packaging (cardboard), inner packaging (bubble wrap) and the product itself.
2. Documentation
After preparing the damage report, send us an e-mail to info@drukarniaobrazow.pl enter "COMPLAINT" and your order number in the subject. The message should be accompanied by a photo or scan of the report written with the courier, or an electronic damage report in PDF.
NOTE:
If you notice damage to the shipment or product after the courier has left and you do not have any damage report, a complaint about the shipment cannot be considered immediately. The complaint will be considered within 30 days, in accordance with the regulations of the carrier, i.e. the DPD courier company.
It is also possible to refuse to accept the shipment due to damage. In this case, the parcel will be returned to us and we will resend a new product.
The product has defects or is different from what was ordered?
If, after checking, it turns out that the product is inconsistent with the order (incomplete, incorrect size, incompatible material, etc.), please contact us by e-mail at info@drukarniaobrazow.pl. Enter "COMPLAINT" and the order number in the e-mail subject. Describe any discrepancies and enclose photos of the product. This is necessary to verify the complaint.
If the photos are insufficient to consider the complaint, it will be necessary to return the product to us (the shipping costs are borne by the customer). The product must not show any traces of use.
After the complaint is positively considered, we will make the product again and send it immediately at our expense.
If it is not possible to correct the order, the customer will receive arefund by bank transfer to the account or the same payment channel through which he/she previously paid for the order. In order for a refund to be processed, we must receive a complete return shipment with the defective product (the cost of returning the shipment remains with the customer).
Color inconsistency between print and monitor:
Each monitor/phone screen displays colors differently. There will always be color differences between the print and what we see on the monitor (printing is done in a different color palette than what we see on electronic devices). The monitor must be properly calibrated for a specific printing machine to correctly reflect the colors of the print. To avoid significant color differences, we suggest preparing files in the sRGB profile.
Complaints are not applicable to products in which the customer subjectively states that the colors differ from what he sees on his monitor. The complaint can be considered positively only if the product was printed defectively, i.e. deviates from the sRGB color profile pattern.