Complaints procedure

1. Seller

PABART Collectibles, s. r. o., Hlavná 27, 900 41 Rovinka, Slovakia, IČO: 55 888 291. Contact for complaints: info@krakencards.eu, tel. +421 950 724 880.

2. Liability for defects

The seller is liable for defects the goods have at the time of receipt, as well as for defects that arise within the statutory period. For new goods this period is generally 24 months; for used goods (e.g. buyout cards) a shorter period may be agreed, but no less than 12 months. A complaint does not apply to normal wear, nor to properties corresponding to the stated condition of the cards (e.g. wear in the Played/Poor categories) that the buyer was informed of at the time of purchase.

3. How to file a complaint

1. Write to us at info@krakencards.eu, stating your order number and a description of the defect.
2. Attach photos of the defect where possible.
3. We'll arrange for you to send or deliver the goods to: PABART Collectibles, s. r. o., Hlavná 27, 900 41 Rovinka.

4. Handling the complaint

We'll notify you that we've received your complaint. We'll handle the complaint without undue delay, at the latest within 30 days of it being filed. We'll inform you of the outcome. Depending on the nature of the defect, the buyer is entitled in particular to repair, replacement, a reasonable discount or withdrawal from the contract in accordance with applicable law.

5. Packaging, shrink wrap and transport damage

Shrink wrap, cellophane and other factory packaging are protective and transport packaging, not part of the goods. Their cosmetic imperfections — slight creasing, a ripple, a bubble, a small nick or a trace of glue — are a normal result of manufacturing and logistics, have no effect on the contents and do not constitute a defect in the goods.

Report obvious damage to a consignment (a torn, soaked or dented parcel) on receipt with the courier or at the pick-up point by having a damage report drawn up, and notify us without delay with photographs; we recommend refusing such a consignment. We document the condition of the goods before packing with a photograph or video.

We assess whether something is a defect objectively by the condition of the goods, not of the packaging. If the goods have a defect, we will handle the complaint under this procedure regardless of the condition of the packaging. The detailed rules on packaging and cosmetic deviations are set out in Article 10 of the Terms & Conditions.

6. Withdrawal vs. complaint

The consumer's right to return goods within 14 days without giving a reason (for random-content goods with liability for the reduction in value once the packaging is opened, under the withdrawal notice) is separate from complaints about defects; more on the Shipping & returns page.

7. Alternative dispute resolution

If you are not satisfied with the handling of your complaint or believe we have infringed your rights, you can contact us with a request for remedy. If we reject the request or do not respond to it within 30 days, you may submit a proposal to initiate alternative dispute resolution to an alternative dispute resolution body, which is the Slovak Trade Inspection, Inspectorate of the SOI for the Bratislava Region, Bajkalská 21/A, 827 99 Bratislava (www.soi.sk), or to another body listed in the register kept by the Ministry of Economy of the Slovak Republic.