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Complaint Policy​

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Last Updated: January 20, 2025

This policy is effective as of January 20, 2025.

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At INDIRACING z.s. (operating as INDI CREW), we are committed to delivering exceptional service and addressing any concerns you may have. This policy outlines the process for submitting and resolving complaints regarding our products, services, or practices.

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1. Submitting a Complaint

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If you are dissatisfied with a product or service, you can file a complaint via:

  • 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.

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2. Information to Include

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For efficient processing, please provide:

  • Your full name and contact information.

  • Order number or transaction details (if applicable).

  • A clear description of the issue, including dates, events, and supporting evidence (e.g., photos of defective products).

  • Your desired resolution (e.g., refund, replacement, repair).

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3. Acknowledgment and Response Times

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  • Complaints will be acknowledged within 3 business days of receipt.

  • We aim to resolve complaints within 30 calendar days, depending on complexity. If more time is needed, we will notify you with an updated timeline.

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4. Resolution Options

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4.1 Product Issues

If the product is defective, damaged, or incorrect, we will evaluate the complaint and may offer:

  • Replacement of the product.

  • Repair of the product (if applicable).

  • Refund in line with our Return Policy.

4.2 Service Issues

For dissatisfaction with our services, we will investigate and implement corrective actions to improve your experience.

4.3 Printful Orders

For complaints involving orders fulfilled by Printful (e.g., manufacturing defects, shipping errors):

  • Such complaints will be forwarded to Printful for resolution.

  • Printful-related complaints will adhere to their policies, accessible here.

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5. Escalation and External Dispute Resolution

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If you are not satisfied with the resolution, you may escalate your complaint to:

  • Czech Trade Inspection Authority (Česká obchodní inspekce):

  • EU Online Dispute Resolution (ODR) Platform:

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6. Legal Compliance

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This policy complies with Czech consumer protection laws and relevant EU legislation, including:

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

  • Applicable EU consumer rights regulations.

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7. Amendments

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We reserve the right to update this Complaint Policy at any time. Updates will be published on our website and take effect immediately upon posting.

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8. Contact Information

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For questions or further assistance regarding this policy, contact us:

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