Complaint Procedure – Papillon Printing
- A written complaint must be sent to biuro@drukarniapapillon.pl or to the email address of the client’s account manager handling the order.
- To submit a valid complaint, the customer must:
- return the goods,
- attach a detailed description of the defect,
- provide information about their expectations.
- The final deadline for submitting a complaint is 7 business days from the date of receipt of the shipment or personal collection from the print shop.
- Papillon Printing undertakes to review the complaint within 7 business days of its submission.
- Complaints are processed on working days until 16:00. Complaints submitted after this time will be considered from the next business day.
- Color complaints are only accepted with reference to supplied or ordered color proofs (sample prints). If no proof is available, printing will be performed based on the printer’s expertise, knowledge, and adopted standards.
- The client accepts that proof of compliance with these standards is sufficient grounds for rejecting a color complaint.
- For paper heavier than 150g, cracking may occur along folds. Preventive measures include scoring and, if possible, aligning paper fibers with the fold. Despite preventive methods, heavy ink coverage may still result in cracking, which is not grounds for complaint.
- An improper varnish layer (offset, dispersion, or UV) is defined as one with uncoated, peeling, or defective areas.
- Due to machine specifications, printing processes, and paper variations, the following tolerances are acceptable:
- Sheet cutting: ±0.5 mm
- Folding and scoring: ±0.5 mm
- Color registration: ±0.1 mm
- Quantity differences: ±2%
- Paper thickness/weight: ±10%
- An order is deemed correctly executed if deviations from standards do not exceed 1% of the delivered quantity. Complaints within these tolerances will not be accepted.
- The print shop is not responsible for courier shipment quality. Complaints regarding courier deliveries will only be processed with a damage report completed with the courier upon delivery. Lack of such a report may result in refusal of the complaint.
- If Papillon Printing cannot correct or reprint the order according to the project, the full gross amount of the order will be refunded, but not exceeding 100% of the order value.
- In the event of production delays, the client is entitled to a discount equal to statutory interest on commercial transactions (13.75% annually).
- The client may withdraw from the order, provided that payment is made for the work already completed by Papillon Printing.