Complaints procedure

1. When you can make a complaint

1. You can notify us of a defect within 2 years of receiving the goods.
2. If a defect appears within 1 year of receipt, the goods are presumed to have been defective when you received them. You do not have to prove this.
3. Notify us of the defect without undue delay after you discover it.
4. You can also make a complaint (reklamace) about custom-made goods (zboží na míru), for example with your name or logo. The fact that you cannot withdraw from such a contract without giving a reason does not affect complaints.

2. How to make a complaint

1. Write to us by e-mail at ja.natocim@gmail.com or in Instagram direct messages to @ja.vytisknu. Give your order number or name, describe the defect and, if you can, add a photo. Tell us whether you want a repair or a new item.
2. A photo is often enough, and you do not need to send us the product at all. If we need to see it, we will send you a code to send it free of charge through Zásilkovna. We pay the shipping for a product you complain about. If you sent it another way, we will reimburse the costs you reasonably incurred.
3. You can also make a complaint in writing by letter to Yurii Bliusiuk, Kaprova 42/14, 110 00 Praha 1. At this address we accept only Česká pošta parcels; we have no business premises there. By arrangement, you can hand the product to us in person in Prague at Želivského metro station.

3. What you can ask for

1. You can choose a repair or the delivery of a new item. We can refuse the option you chose only if it is impossible or disproportionately costly compared with the other one.
2. You are entitled to a reasonable discount, or you can withdraw from the contract, if:
   • we refuse to provide a repair or a new item, or neither can be provided;
   • we do not remove the defect within a reasonable time, or doing so would cause you significant inconvenience;
   • the defect appears repeatedly, or the defect is a material breach of the contract;
   • it is clear from our statement or from the circumstances that we will not remove the defect.
3. You cannot withdraw from the contract if the defect is minor.

4. Confirmation and resolution

1. As soon as we receive your complaint, we will e-mail you a confirmation stating when you made the complaint, what it is about and how you want it resolved.
2. We will resolve the complaint and remove the defect no later than 30 days after you make the complaint, unless we agree on a longer period with you. If this period passes without the complaint being resolved, you can withdraw from the contract or ask for a reasonable discount.
3. When we have resolved the complaint, we will send you a confirmation with the date and the way it was resolved. If we reject the complaint, we will tell you why.
4. We will refund money from a discount or a withdrawal by transfer to the bank account you give us, without undue delay.

5. What is not a defect

1. We print our products from PLA, a plastic made from plant-based raw materials. PLA softens at temperatures above roughly 60 °C. Deformation caused by heat is not a defect: a hot car, a radiator, hours in direct sunlight, a dishwasher.
2. Fine horizontal layers on the surface are part of 3D printing. They are not a defect as long as they do not prevent the product from being used.
3. Wear from normal use and damage caused by improper handling or by dropping the product are not defects.
4. The colour may differ slightly from the photo on the website, depending on your screen. For custom-made goods, the appearance in the approved preview applies.