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Complaint Policy​

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Last Updated: December 11, 2025
This policy is effective as of December 11, 2025.

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At INDIRACING z.s. (operating as INDI CREW), we are committed to handling complaints fairly, transparently, and in accordance with Czech and EU consumer protection laws. This policy explains how to submit a complaint and how we process it.

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1. How to Submit a Complaint

If you are dissatisfied with a product, delivery, or service, you may submit a complaint using any of the following methods:

  • Email: Send your complaint to indi23crew@gmail.com, including a detailed description of the issue.

  • Mail: Write to us at č.p. 31, 289 26 Stará Lysá, Czech Republic with any relevant supporting documents.

  • Contact Form: Use the contact form available on our website.

We accept complaints in written or electronic form.

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2. What to Include in Your Complaint

To help us resolve your issue efficiently, please include:

  • Your full name and contact details

  • Order number or transaction details

  • Detailed description of the issue

  • Date the issue was noticed

  • Supporting evidence (e.g., photographs of defective or damaged goods)

  • Your requested resolution (refund, replacement, etc.)

If information is missing, we may request additional details.

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3. Acknowledgment & Resolution Timeframes

3.1 Acknowledgment​

We will confirm receipt of your complaint within 3 business days.

3.2 Processing Time

We aim to resolve complaints within 30 days of receipt, as required by Czech law (§ 19, Act No. 634/1992 Coll.).

If additional time is necessary due to complexity, we will inform you and provide an updated timeline.

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4. Resolution Options​

4.1 Product Defects (Legal Warranty)

If your item is:

  • defective,

  • damaged,

  • misprinted, or

  • otherwise not in conformity with your order,

we will assess the situation under statutory defect liability rules (NOZ § 2161–2174).

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Depending on the nature of the defect, we may offer:

  • Replacement (most common for POD items)

  • Repair (if applicable)

  • Refund (full or partial, depending on the situation)

4.2 Service Complaints

If your complaint concerns communication, processing, timelines, or service quality, we will review the issue internally and implement corrective measures where appropriate.

4.3 Printful Fulfillment Cases

If the complaint involves manufacturing, printing, or shipping errors:

  • We will manage the complaint with Printful on your behalf.

  • Printful’s policies will be followed for fulfillment matters.

  • INDIRACING z.s. remains the responsible seller under EU/CZ law, even when Printful performs production and shipping.

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5. Escalation & External Dispute Resolution​

If you are not satisfied with the handling of your complaint, you may seek out-of-court dispute resolution.

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Czech Trade Inspection Authority (Česká obchodní inspekce – ČOI)

The Czech Trade Inspection Authority is the competent body for consumer dispute resolution.
Website: www.coi.cz

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EU Online Dispute Resolution (ODR) Platform

Applies to cross-border online purchases within the EU.

​Website: ODR Platform.

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We will participate in ADR proceedings as required by law.

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6. Legal Basis & Compliance​

This Complaint Policy is based on and complies with:

  • Act No. 634/1992 Coll. on Consumer Protection

  • Czech Civil Code (Act No. 89/2012 Coll.)

  • Directive 2011/83/EU

  • Directive (EU) 2019/771 (Sale of Goods)

  • Relevant EU consumer protection regulations

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We handle complaints in accordance with all applicable legal obligations.

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7. Amendments

We reserve the right to update this Complaint Policy to reflect:

  • changes in legal requirements

  • changes in our services

  • improvements in our internal processes

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​Updates take effect upon publication on our website.

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8. Contact Information​

For questions or further assistance, contact:

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