COMPLAINTS POLICY

COMPLAINTS POLICY

1. INTRODUCTION

1.1. This Complaints Policy governs the conditions, procedures and procedures for submitting, reviewing and satisfying complaints related to products purchased through the art-monkey.com Platform.

1.2. The policy has been prepared in accordance with:

• Consumer Protection Act (CPA)

• The Law on Obligations and Contracts

• Electronic Commerce Act

• applicable European regulations

1.3. The Policy is an integral part of the General Terms and Conditions of the Platform.

2. SCOPE OF THE POLICY

2.1. The Policy applies to all Customers who have purchased products through the Platform.

2.2. The Policy applies only to tangible products manufactured and delivered by the Merchant.

2.3. The policy does not apply to services, consultations or digital products (if any).

3. BASIC PRINCIPLES

3.1. The trader accepts complaints only if there are objective grounds, proven in due course.

3.2. Complaints are considered in good faith, within reasonable time limits and in compliance with legal requirements.

3.3. The customer is obliged to cooperate in establishing the causes of the defect.

4. EXCEPTION TO THE RIGHT OF WITHDRAWAL

4.1. According to Art. 57, item 3 of the ZPA, the Customer does not have the right to withdraw from a contract for goods made to an individual order.

4.2. Personalized products are not subject to return, exchange or cancellation once production has begun.

4.3. Production is considered to have begun when:

• confirmed and paid order;

• confirmation of details via email;

• confirmation via Facebook/Instagram/viber/whatsap communication.

5. GROUNDS FOR COMPLAINTS

Complaints are accepted only for:

5.1. Manufacturing defect, including:

• defect in the material;

• manufacturing defect;

• incorrect assembly.

5.2. Gross discrepancy between the approved design and the final product.

5.3. Damage during transport, provided that a report of the damaged shipment is drawn up in the presence of the courier.

6. CASES IN WHICH A COMPLAINT IS NOT ACCEPTED

6.1. Subjective disapproval of the design when it corresponds to the ordered one.

6.2. Defects caused by:

• low quality of the files provided;

• incorrect resolution;

• spelling errors made by the Client;

• inappropriate images sent by the Client.

6.3. Damages that occurred after acceptance of the shipment without a protocol.

6.4. Damage caused by improper use, storage or external factors.

6.5. Normal wear and tear during use.

7. DEADLINES FOR SUBMITTING A COMPLAINT

7.1. Complaints are accepted within 14 days of receipt of the product.

7.2. After the expiry of this period, the Merchant shall not be liable for defects unless it is proven that they existed at the time of delivery.

8. COMPLAINT PROCEDURE

8.1. The client submits a complaint via email to info@art-monkey.com, providing:

• order number;

• description of the problem;

• photos/video of the defect;

• copy of the protocol (in case of transport damage).

8.2. The trader confirms receipt of the complaint within 3 working days.

8.3. If necessary, the Merchant may request additional information.

9. COMPLAINT CONSIDERATION

9.1. The complaint will be considered within 14 days of its receipt.

9.2. The Merchant notifies the Customer of the result via email.

9.3. In case of a justified complaint, the Trader may offer:

• development of a new product;

• partial recovery;

• full refund.

10. RETURN COSTS

10.1. Return costs are at the expense of the Customer if the product does not have a manufacturing defect.

10.2. In case of proven manufacturing defect, the costs shall be borne by the Merchant.

10.3. Return of goods without a previously approved complaint is not accepted.

11. REFUNDS

11.1. If the complaint is approved and replacement is not possible, the amount will be refunded within 14 days after receipt of the returned product.

11.2. The refund is made:

• by bank transfer;

• through a reverse card operation (if applicable).

12. CUSTOMER RESPONSIBILITY

The client is obliged to:

• inspect the shipment upon receipt;

• draw up a report in case of damage;

• provide accurate information;

• assists in verifying the claim.

13. TRADER'S LIABILITY

The trader is obliged to:

• consider the complaint in good faith;

• provide a decision within the deadline;

• refund amounts in case of proven defect;

• maintains a transparent procedure.

14. DISPUTES

14.1. Disputes shall be resolved through negotiations.

14.2. If impossible – by the competent court in the city of Pleven.

14.3. The Customer may also use the EU platform for consumer dispute resolution (ODR), available at the following address:
https://consumer-redress.ec.europa.eu/dispute-resolution-bodies

ANNEX: STANDARD CANCELLATION FORM

(Complete and submit this form only if you wish to withdraw from the contract for non-customized goods / Print-on-Demand products)

How to use the form:
You can copy the text below, fill it in with your details and send it to us by email at info@art-monkey.com . Alternatively, you can print it out and attach it to the shipment of the returned products.