Complaint…..

The Complaint Procedure

1. A condition for accepting a complaint is submitting it in writing to: biuro@etykietynaroli.eu or to the email address of the customer’s account manager handling the complaint.
2. For a complaint to be filed, the goods must first be returned; additionally, please include a detailed description of the identified non-compliance and information on the customer’s expectations.
3. The final deadline for submitting a complaint expires on the 7th business day from the moment the Customer receives the shipment or collects it in person from the Printing House’s premises.
4. Drukarnia Papillon undertakes to review the complaint within 7 business days from the date it is submitted.
5. Complaints are processed on business days until 4:00 p.m. This means that for a complaint received on a given day after this time, the review period will be counted from the next business day.
6. Color-related complaints will be considered only with reference to color proofs supplied for production or ordered from the Printing House, i.e., so-called reference prints. If the order does not include a proof, printing will be carried out in accordance with the Printing House’s knowledge and experience as well as the standards adopted by the Printing House.
7. The Customer acknowledges that it is sufficient grounds for rejecting a color complaint if the Printing House demonstrates that the printing was carried out in accordance with the accepted standards referred to above.
8. Due to the specifics of production machinery, the printing process, and the variety of manufacturers and grades of paper of the same type, the following deviations are acceptable:
9. The Printing House is not responsible for the quality of courier shipments. Complaints related to the quality of courier shipments will be considered on the basis of a damage report prepared jointly with the courier upon receipt of the shipment. The lack of a damage report may constitute grounds for the Printing House to refuse to accept the complaint.
10. The maximum level of compensation for a complained job may not exceed 100% of its value.
11. In the event of production delays, the Customer is entitled to a discount equal to the statutory interest rate for commercial transactions (13.75% per annum).
12. The Customer may withdraw from the execution of the job, provided that payment is made for the work already completed (for clarity: completed by Drukarnia Papillon).
13. “Signing Drukarnia Papillon’s Order Form constitutes full and unconditional acceptance of the cooperation terms in force at Drukarnia Papillon. Therefore, Drukarnia Papillon shall not be liable for any other obligations, regulations, rules, or provisions resulting from commercial agreements concluded by the Ordering Party with third parties.”