Complaints Policy

Last updated: 16 July 2026

This Policy explains how to report a defective, damaged, incorrect, unsafe, missing, or otherwise non-conforming product purchased from The False Archive. It supplements the Terms & Conditions and the Return & Refund Policy. Mandatory consumer rights always prevail.

1. Contact us first

Send the complaint to hovorka.marek@email.cz. Please include:

• your name and email address;
• the order number;
• the product and variant concerned;
• the date on which the product was delivered and the issue was discovered;
• a clear description of the issue and the remedy requested;
• clear photographs of the entire product, the relevant detail, packaging, shipping label, product label, and any visible batch or traceability information;
• measurements where the complaint concerns size, print placement, or alignment.

We may request reasonable additional evidence needed to assess the complaint. Evidence requests do not remove or unlawfully restrict statutory rights.

2. Keep the product and packaging

Unless immediate disposal is reasonably necessary for safety, retain the product, packaging, labels, and all parts until we provide instructions. Do not wash, alter, repair, deliberately damage, discard, or return the product before the complaint is assessed. Unauthorised return shipping may cause delay and may not be reimbursed where it was not reasonably necessary.

3. Where to send a return

Do not return goods directly to Printful, a production facility, the parcel sender address, or the Seller’s registered address unless that exact address is authorised in writing for the case. We will provide the correct return instructions where physical return is necessary.

4. Statutory conformity rights

Consumers are entitled to receive goods that correspond to the contract, product description, approved personalisation, agreed quantity, and reasonable quality and safety expectations. EU consumers generally benefit from a minimum two-year legal guarantee for lack of conformity. Where a defect becomes apparent within the first year after delivery, it is generally presumed to have existed on delivery unless that presumption is incompatible with the nature of the product or defect.

Depending on the circumstances and applicable law, a valid complaint may be resolved by repair, replacement, a proportionate price reduction, or termination of the contract and refund. The sequence and availability of remedies are governed by mandatory law. Store credit will not be imposed as the only remedy where the customer is legally entitled to another remedy.

5. Czech complaint deadline

For Czech consumer complaints, we will decide and complete the complaint without undue delay and no later than 30 calendar days after it is validly made, unless the consumer expressly agrees to a longer period. We will provide written confirmation of receipt and the outcome.

6. What is not normally a defect

The following are not normally defects unless the product materially fails to match the contract or product description:

• reasonable differences between screen colours and printed colours caused by display settings, substrate, ink, lighting, or production method;
• minor placement, scale, stitching, or dimensional tolerances disclosed on the product page or ordinarily inherent in on-demand production;
• normal wear, gradual fading, or ageing;
• damage caused by incorrect washing, ironing, drying, microwave, dishwasher, heat, abrasion, chemicals, impact, alteration, or use contrary to instructions;
• the customer selecting an incorrect size, colour, address, or personalisation where the supplied product follows the confirmed order;
• a purely subjective preference that is inconsistent with no contractual promise.

7. Damage, wrong item, or misprint

Report visible transport damage, a wrong item, a material misprint, or a manufacturing defect as soon as reasonably possible. Our fulfilment provider may impose short merchant claim deadlines, so early reporting allows us to pursue the fulfiller promptly. Any such operational deadline between us and the fulfiller does not shorten a consumer’s non-waivable statutory rights against us.

8. Lost shipments

A shipment is not necessarily lost merely because tracking pauses or an estimated date passes. We may require a reasonable carrier investigation, address confirmation, or a signed declaration. The customer must cooperate with carrier, customs, and local collection procedures. This does not affect mandatory rights concerning timely delivery or transfer of risk.

9. Costs

Where a complaint is valid, we bear the reasonable necessary cost of return, repair, replacement, or another required remedy. We may provide a prepaid label, reimburse reasonable postage, or determine that no physical return is required.

10. False or abusive claims

We may reject claims involving materially altered evidence, substitute-item returns, deliberate damage, repeated false non-delivery assertions, fraud, or misuse of statutory procedures. Relevant evidence may be preserved and lawfully shared with Stripe, a carrier, an insurer, a fulfilment provider, a professional adviser, a court, or a competent authority.

11. Alternative dispute resolution

If a consumer dispute cannot be resolved directly, the consumer may contact the Czech Trade Inspection Authority, ADR Department, Gorazdova 1969/24, 120 00 Praha 2, Czech Republic, through https://coi.gov.cz/informace-o-adr/.