Complaints

Complaints procedure for goods purchased via the online shop.

In the event of any discrepancies between the contents of the parcel and the order placed, damage to the product or missing items, the customer may submit a complaint by email to: gralapack@gralapack.com, providing the details necessary to identify the order (e.g. company name, delivery address, order number, etc.) and describing the problem in detail.

Damaged goods will be replaced with another, undamaged item, and any missing items will be sent to the customer. If this is no longer possible (for example, because the stock has run out), the customer may decide whether the Shop should refund the equivalent of the product’s price, accept a reduced price, or offer a choice of other goods available in the shop.

Complaints are processed within 14 days.

If the product needs to be returned, the customer shall send the product back to the shop by priority post or courier, and the Seller shall refund the amount paid for the goods.

Where a product is returned as a result of a complaint, the Shop will refund the Customer the full amount paid for the goods, including delivery costs.

Warranty

1. The Seller is liable to the Customer for defects in the products under the terms of the warranty, subject to the reservations set out below. The Seller’s liability under the warranty beyond that specified in the provisions below is excluded. 
2. The Customer is obliged to pay the price for the products received even if they make a claim under the warranty. 
3. The Customer is obliged to inspect the delivered products immediately upon receipt, but no later than within 3 days of the date of receipt. Within this period, the Customer is also obliged to notify the Seller of any defects detected. Notification to the Seller must be made in writing or in a documented form. 
4. Where products are delivered via a carrier, the Customer is obliged to inspect the packaging and the products to verify that they have not sustained any damage during transport. If the packaging or products are damaged, the Customer has the right to refuse the consignment and, together with the carrier’s representative, draw up a damage report containing a description of the damage, the date and the carrier’s representative’s signature. Inspecting the parcel upon delivery is an essential condition for the Customer to make any claims for damage to or loss of the parcel in transit. 
5. The Customer is obliged to notify the Seller immediately upon discovering any hidden defects in the product, but no later than within 2 days of their discovery. Notification to the Seller must be made in writing. 
6. If the Customer fails to notify the Seller of any defects within the time limits specified in the preceding paragraphs, they shall forfeit their rights under the warranty. 
7. The Seller shall not be liable under the warranty if a defect is discovered more than 2 years after the date of receipt of the product. 
8. The Customer’s right to make claims under the warranty is excluded in the event of minor discrepancies between the product delivered and the product description in the Contract, or in the event of a minor limitation in the product’s suitability, condition or quality resulting from product improvements. 
9. The Seller shall not be liable for defects in the product caused by the actions of third parties or the effects of chemical agents. Nor shall the Seller be liable for defects in the product caused by unauthorised repairs or alterations to the product carried out by the Customer or third parties. 
10. If the Customer’s claims under the warranty prove to be valid, the Seller may supply a new product in place of the defective one or refund the price paid for the product to the Customer, taking ownership of the defective product. The Seller shall decide on the method of fulfilling a valid claim. 
11. The costs of replacing the product shall be borne by the Seller, subject to the following proviso: 
    1. The Seller shall only bear the costs of delivering the new product to the delivery address of the originally delivered product; 
    2. The Seller shall not bear any additional costs associated with the replacement of the product, such as: the transport of defective, repaired or new products, waste disposal, travel and travel time. 
12. If the Customer’s warranty claims prove to be unfounded, the Seller may demand that the Customer reimburse the Seller for any costs incurred by the Seller in connection with the handling of the Customer’s claims.