Complaints Policy

If something you bought from us is faulty or damaged, we fix it. This page explains how.

Who is responsible

Bratiska, s.r.o., Klemensova 17, 811 09 Bratislava, Slovakia. Company ID 48077844, VAT ID SK2120035544. Registered in the Commercial Register of the District Court Bratislava I, Section Sro, File No. 102838/B. Email framuno@framuno.com.

Your warranty

All goods come with a 24-month legal warranty, counted from the day you receive them. Defects that exist at delivery, or appear during the warranty period, are covered. This policy does not limit your rights under consumer law.

How to make a complaint

1. Email framuno@framuno.com with your order number, a short description of the problem, and photos of the item and its packaging. You can also write to us at the postal address below.

2. We confirm receipt in writing straight away, normally within 1 business day, and tell you how we will handle it.

3. If we need the item, we send a prepaid return label or refund your postage. You never pay to send us a faulty item.

Place for claims: Bratiska, s.r.o., Dunajská 4, 811 08 Bratislava, Slovakia.

Damage in transit

Please check your parcel when it arrives. If the frame, glass or print is damaged, email us within 7 days with photos of the item and packaging. We send a replacement or refund at our cost. Keep the packaging until we answer.

How fast we resolve it

We resolve complaints immediately, and no later than 30 days after you make them. When it is resolved, you receive a written confirmation of the date you made the claim, what the defect was, how we resolved it, and when. If we do not resolve it within 30 days, you may withdraw from the contract and get a full refund.

How we resolve it

Depending on the defect and your rights under the law, we repair the item, send a replacement, reduce the price, or refund your money. If a claim is rejected, we tell you why in writing.

What the warranty does not cover

Damage caused by misuse, accidents or wrong handling after delivery, normal wear, and changes in colour caused by direct sunlight or strong humidity. If you are unsure, send us photos and we will tell you.

Records

We keep a record of every complaint and its outcome as required by law.

If we cannot agree

You can contact the Slovak Trade Inspection (Slovenská obchodná inšpekcia, www.soi.sk) or an alternative dispute resolution body. Proposals for alternative dispute resolution (ARS) go to the Slovak Trade Inspection, Bajkalská 21/A, P.O. Box 29, 827 99 Bratislava 27, email ars@soi.sk, or through the online form on soi.sk.