Complaints

Tomasz Stenka is responsible for the printed newspapers conforming to the contract. This page explains how to complain. It does not limit your rights.

Your rights

If the papers do not conform to the contract — e.g. they differ from the approved proof, have missing, wrong or badly folded pages, clear streaks, or were damaged in transit — you can complain. Consumers have the rights under the Consumer Rights Act: reprint (replacement), price reduction or withdrawal from the contract, for 2 years from delivery. Transit damage is best reported within 7 days.

Complaints do not cover content errors visible in the approved proof, or the natural qualities of printing on newsprint described under Formats, paper and files.

How to complain

Email [email protected], call +48 784 315 979 or write to Tomasz Stenka, ul. Skarpowa 55, unit 6, 80-145 Gdańsk, Poland. Please include:

• your name and order number,
• what the problem is and how many copies it affects,
• photos of the faulty pages and — for transit damage — of the parcel,
• what you would like us to do.

You do not need to send the papers back unless we ask — if we do, we pay the return cost.

When we reply

We reply within 14 days of receiving your complaint. If a Consumer's complaint is not answered within that time, it is deemed accepted.

How we put things right

• Reprint of the faulty part of the run — free of charge, shipped at our cost, usually within 3 business days.
• Price reduction or refund — if a reprint makes no sense (e.g. the event is over) or you do not want one. Refunds within 14 days, by the same payment method and in the same currency.

Out-of-court dispute resolution

If we cannot reach agreement, as a consumer you may use out-of-court options:

• the regional (voivodeship) Trade Inspection — mediation and a permanent consumer arbitration court,
• your county or city consumer ombudsman — free advice and assistance,
• the Office of Competition and Consumer Protection (UOKiK) — list of authorised bodies at uokik.gov.pl,
• consumers from other EU countries — the European Consumer Centre Poland (konsument.gov.pl).

Using these options is voluntary for both parties.