When something is off, we sort it out. Fairly

Who resolves your complaint

The seller of every order placed through Tiskárník is Jetlio, s.r.o., IČO 09967231, Voroněžská 2547/1, 616 00 Brno (C 121887, Regional Court in Brno) – so every complaint runs against us, and we answer for its outcome even though a print shop from our network produced the order.

Raise it however is easiest: on the order page (the link from your confirmation e-mail), at [email protected], or in person at the print shop that produced the order – the shop is our complaint point and a complaint raised there counts as raised with us at that moment.

What you can complain about

We are liable for the order matching what was agreed at handover and for defects that appear within 24 months of handover (Sections 2161 and 2165 of the Czech Civil Code). A defect showing within one year is presumed to have existed at handover, unless we prove otherwise.

Typical defects: print quality below the chosen parameters (streaks, smudges, misaligned duplex), wrong paper or finishing, missing or duplicated pages, wrong binding order, damage that occurred before handover.

What is not a defect:

• a result that faithfully reproduces your uploaded file and chosen parameters – e.g. blurry output from a low-resolution source, colour shifts caused by your file's colour profile, or typos in your document;
• ordinary wear and damage caused after handover;
• deviations you approved at handover after inspecting the prints.

The platform warns about obviously low-resolution files before ordering where it can detect them; the content of your files remains your responsibility.

How and when to complain

Complain without undue delay after discovering the defect. Checking at the counter saves you a trip, but takes nothing away – your rights last the full 24 months.

Describe the defect and attach photos where practical (for delivered orders, a photo of the damaged parcel helps the carrier claim – which is ours to run, not yours). Hand the defective prints to the shop, or we arrange the return for delivered orders; justified complaint costs (e.g. return postage) are reimbursed on request made within one month of the resolution (Section 1924 of the Civil Code).

You get written confirmations. When you raise a complaint we confirm (by e-mail, on paper at the counter) the date, what it concerns, the remedy you request and your contact. On resolution you get a confirmation of the date and manner of resolution, including any repair and its duration, or a written justification of a rejection.

What you are entitled to

You may request removal of the defect: at your choice a reprint or a repair – unless the chosen way is impossible or disproportionately costly compared with the other. With print, a fresh reprint is usually fastest.

A reasonable discount or withdrawal (money back) is yours when we refuse to remove the defect or fail to do so in time, when the defect appears repeatedly, when it is a material breach, or when it is apparent it will not be removed in a reasonable time or without significant inconvenience to you. Withdrawal is excluded for insignificant defects – and a defect is presumed significant unless we prove otherwise.

Refunds go by bank transfer to the account you give us (or the account the payment came from), within 14 days of resolution at the latest.

The deadline: 30 days

We resolve the complaint – including removing the defect – and inform you within 30 days of the day it was raised (Section 2173 of the Civil Code), unless we agree a longer period with you. If the deadline passes unused, you may withdraw from the contract or request a reasonable discount.

A parcel damaged in transport

You may refuse a visibly damaged parcel from the carrier, or take it over and document the damage. Either way, tell us right away (order page or [email protected]) – the carrier claim is ours to handle, the 30-day clock runs from your notice, and your rights under this policy are unaffected.

Cancelling is not complaining

Until printing starts, cancel free of charge on the order page. After handover, defect-free made-to-order prints cannot be returned (Section 1837(d) of the Civil Code) – but a defective print is always a valid complaint.

When we disagree

Try us first – most disagreements die in one e-mail. A consumer may also start out-of-court dispute resolution at the Czech Trade Inspection Authority, Central Inspectorate – ADR Department, Štěpánská 567/15, 120 00 Praha 2, adr.coi.cz, e-mail [email protected], within 1 year of first raising the claim with us; the proceeding is free.

Business purchases

For orders placed with an IČO the consumer parts (24 months with the one-year presumption, cost reimbursement, the 30-day deadline, ADR) do not apply. Defect rights follow the general rules on purchase: notify the defect without undue delay after you could have discovered it with due care, hidden defects at the latest within two years of handover (Section 2112 of the Civil Code).

Version 1.0, effective from the day of publication at tiskarnik.cz. This policy is part of the Tiskárník terms and conditions. Orders from the time when the print shop itself was the seller follow the rules published at the time of ordering. The Czech version is binding for consumers.