Complaints, conformity and guarantees

Making a complaint

Email: info@printves.com Telephone: +359 897 544 220 Operating address: ul. „Pravda“ 2, Plovdiv, Bulgaria

Written complaints can be sent to, or handed in at, the operating address above.

The customer may be asked for the order number, a description and relevant photographs where needed to assess the issue.

Consumer conformity rights

For consumer purchases, PrintVes observes mandatory rules concerning conformity of goods, services and digital content. Nothing in this policy limits a mandatory consumer remedy or right.

Any commercial guarantee is additional to, and does not replace or restrict, statutory rights.

Printed and manufactured products

Relevant information may include:

• the final approved proof or production visual;
• agreed material and dimensions;
• ordered quantity;
• agreed printing or production technology;
• production specification;
• customer-supplied files;
• specific production tolerances clearly agreed for the relevant product or process.

A general reference to a "production tolerance" does not by itself exclude statutory responsibility. A material tolerance relied upon should be specific, reasonable and communicated where appropriate.

Customer-approved content

Approval of a proof may establish approval of particular text, spelling, dimensions, layout or visible content. It does not remove PrintVes' responsibility for a production defect or other non-conformity caused by PrintVes.

Transport damage

Contact PrintVes as soon as reasonably possible and provide available evidence. A carrier report may also be supplied where one exists. Its absence does not by itself remove a mandatory statutory right.

Handling complaints

Complaints are handled within the periods and procedures required by applicable law. Depending on the circumstances, available remedies may include bringing the product or service into conformity, correction, replacement, price reduction, termination with refund, or another remedy provided by law.

Alternative dispute resolution

Consumers retain access to competent authorities, courts and applicable alternative dispute-resolution mechanisms.

This includes the Commission for Consumer Protection, the Bulgarian authority for consumer disputes.

The former EU Online Dispute Resolution platform is not an active dispute channel; it was discontinued in 2025.