Complaints procedure

1. Seller

PABART Collectibles, s. r. o., Hlavná 27, 900 41 Rovinka, Slovakia, IČO: 55 888 291. Contact for complaints: info@krakencards.eu, tel. +421 950 724 880.

2. Liability for defects

The seller is liable for defects the goods have at the time of receipt, as well as for defects that arise within the statutory period. For new goods this period is generally 24 months; for used goods (e.g. buyout cards) a shorter period may be agreed, but no less than 12 months. A complaint does not apply to normal wear, nor to properties corresponding to the stated condition of the cards (e.g. wear in the Played/Poor categories) that the buyer was informed of at the time of purchase.

3. How to file a complaint

1. Write to us at info@krakencards.eu, stating your order number and a description of the defect.
2. Attach photos of the defect where possible.
3. We'll arrange for you to send or deliver the goods to: PABART Collectibles, s. r. o., Hlavná 27, 900 41 Rovinka.

4. Handling the complaint

We'll notify you that we've received your complaint. We'll handle the complaint without undue delay, at the latest within 30 days of it being filed. We'll inform you of the outcome. Depending on the nature of the defect, the buyer is entitled in particular to repair, replacement, a reasonable discount or withdrawal from the contract in accordance with applicable law.

5. Withdrawal vs. complaint

The right to return goods within 14 days without giving a reason (except for opened sealed products) is separate from a complaint about defects, more on the Shipping & returns page.

6. Alternative dispute resolution

If you're not satisfied with the handling of your complaint, you can contact an alternative dispute resolution body (the Slovak Trade Inspection) or use the ODR platform: ec.europa.eu/consumers/odr.