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Making complaint

Warranty of a producer

The products have a 1 year warranty which is valid on the area of Poland.

The conditions of warranty

Warranty claims are accepted on the basis of a RMA form which you can receive from us via e-mail. In order to smooth the claim process, we ask you to give the order number of the product and describe the defects of the product. The date of beginning the process is the day when we get back the product. The product will be checked and tested; we will check if a described defects exists and if it was not caused by the buyer. The claim will be considered within 14 days after receiving the product. The method of consideration of the claim and its terminating, including fixing the product, its exchange or a refund is made only by a guarantor. If there is a lack of the elements necessary to exchange them, they will be exchanged with the elements of the same or better quality. We will inform a client about the decision concerning consideration or rejection of the claim via e-mail.

Attention! Client’s warranty rights expire when:

- a products has mechanical damages
- a defect is caused by an improper use of a given product inconsistently with an intended use


We would like to draw your attention to the fact that the pictures are not adjusted to a longtime exposure to a daylight (sunlight). The exposure of the photograph to a strong daylight may result in fading away of the photograph or a complete disappearing of it. If it is possible that the photographs may be exposed in such conditions, it is necessary to use a special protective surface which cuts off ultraviolet radiation. Such surfaces can be ordered in our shop as well. We draw your attention to the fact that frames are not watertight, therefore, they are prone to the contact with liquids. While cleaning the wood or aluminum frames with aggressive chemicals, the surface of the frame may be damaged including discoloration or corrosion pits. Therefore, if we are not sure that a chemical is not safe, we advise to carry out a test in an invisible place on the back side of the frame. Keeping a photo in a place where the level of wetness is relatively high can result in undulated photo Passepartout and a warp of a wooden frame. In above-mentioned cases the claims are not accepted. The broken products, products with mechanical damages of the frames and broken panes cannot be returned.

If a described defect does not exist or the conditions of warranty have been violated, we have a right to demand a return of the costs connected with transport and carrying out a test. In such case the product is sent back at the expense of the buyer. A product which has any defects should be delivered in an original package with all of the necessary components. If a delivered product does not fulfill the conditions of the warranty, a client will be momentarily informed about this fact.

Mechanical defect

You always  have to check if the package has not been damaged during delivery of a shipment before picking it up at post office or from a courier. It is necessary to check the condition of the adhesive tapes and seals.
If a package of the shipment is damaged, or the seals (tapes) are broken, you are not supposed to accept a shipment and prepare a damage certificate in the presence of a courier. Checking the condition of the package while picking it up is a necessary condition for consideration of possible claims concerning mechanical defects of the shipment or a shipment robbery/theft. In such case we ask you to send a damage certificate via a complaint form. The form is the only document on which basis legibility of a claim is considered. It is very useful to send pictures of a damaged product and pictures of a package; sending them will smooth the process of the claim consideration. A damaged product should be sent back at our expense, at the address of our office, submitting the RMA number which has been earlier ascribed. After receiving a product, the described defect is checked and if the claim is justified – according to the wish of a client – we order a new product or we give a full refund of its purchase. The time of a complaint fulfillment depends on the availability of the product.

 

RECLAMATION FORM

 

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