Complaint Procedure

## 1. Where to write
We accept a complaint by any channel: phone, Telegram or email. Give the order number, what happened and what you want - replacement, repair, a price reduction or a refund. Attach a photo if the condition of the goods is in question.

## 2. Acknowledgement
We confirm receipt within 2 working days and tell you who is handling the case.

## 3. Review
We answer within 10 working days at the latest. If the case needs a further check - inspecting the spool or running a test print - we tell you the reason for the extension in advance.

## 4. Outcome
The answer is in writing and states the decision and the grounds for it. If the complaint is upheld, we carry out the agreed remedy within the same deadline; a refund goes back the way you paid.

## 5. If the answer does not satisfy you
Every right the law gives you stays with you. You may apply to the Competition and Consumer Protection Agency (gcca.gov.ge, hotline 15 20) or to a court. Complaining to us first is not a precondition for either.

## 6. Records
Every complaint is recorded in the order history. Personal data is processed only to handle the complaint - see the privacy policy.