Complaints

Even though we make sure our products are always top quality, there might be a fault we were unable to detect. As a customer, you have the legal right to complain about any merchandise you receive within 24 months of purchase. How to proceed if you have a complaint?

Where do I make a complaint?

The Complaints Department is located at the headquarters of Gras SK s.r.o. at Sovietskych hrdinov 243/88, 089 01 Svidník, Slovakia.

What evidence do I need to have?

Download the complaint form you’ll find below.Complete the form and send it along with the defective merchandise to the address above.

How long will the complaint take to be processed?

There is a maximum of 30 calendar days set by law to settle a complaint, but usually we are able to do it earlier.

How am I compensated for a complaint?

There are two possible ways for you to be compensated for a legitimate complaint, either through a credit note or by replacement of the defective piece.You can also suggest a suitable option on the complaint form itself.