Complaints and delays
A complaint can be accepted only if it is submitted in writing to: biuro@drukarniapapillon.pl or to the email address of the account manager handling the complaint.
- To file a complaint, the goods must be returned, and you must attach a detailed description of the non-conformity and information on the customer’s expectations.
- The final deadline for submitting a complaint is the 7th business day from the moment the Customer receives the shipment or picks it up in person from the Printing House.
- Papillon Printing House undertakes to review the complaint within 7 business days from the date it is submitted.
- Complaints are processed on business days until 4:00 p.m. Submissions received after this time are counted from the next business day.
- Color-related complaints will be considered only in relation to color proofs delivered for production or ordered from the Printing House (so-called reference prints).
- If the order does not include a proof, printing is carried out according to our knowledge, experience, and the standards adopted by the Printing House.
- The Customer acknowledges that it is sufficient to reject a color complaint if the Printing House demonstrates that printing was performed in accordance with the adopted standards referenced above.
- The Printing House is not responsible for the quality of courier services. Courier-related complaints will be assessed based on a damage report prepared together with the courier upon receipt. Lack of such a report may be grounds for refusing the complaint.
- If Papillon Printing House is unable to correct or reprint the job in line with the approved artwork, we will refund the full gross amount of the order value. The gross refund cannot exceed 100% of the order value.
- In the event of production delays, the Customer is entitled to a discount equal to statutory interest on commercial transactions (13.75% per annum).
- The Customer may withdraw from the job provided that payment is made for the work already performed by Papillon Printing House.
If you need help, email us your complaint details and we will indicate the next steps.
