Smooth and easy complaint

Smooth and easy complaint 

At Brasty, we pay attention to the high quality of the goods on offer. Our expedition colleagues are regularly trained so that the products are delivered to you carefully packaged and so that there is no risk of damage during transport. As a result, the percentage of defects in the goods sold is really low. Even so, it is good to know that we always solve any inconvenience as quickly as possible and to your maximum satisfaction. Our goal is a satisfied customer who is happy to come back to us. Therefore, even in the case of a complaint, we always proceed as quickly as possible so that you do not have to wait unnecessarily long for it to be settled.

When can you place a complaint? 

You can place a complaint against the delivered defective goods, or in the event that the defect manifests itself within the next 24 months from its purchase. Except in the cases specified in the Terms and Conditions. In the case of goods marked "second hand", no claim can be made for defects and damage stated in its description. 

For all goods, we recommend checking in advance whether you are not sensitive or allergic to any of its components. Due to the allergic reaction, the goods cannot be claimed and, in the case of cosmetics, for hygienic reasons, not even returned! 


What are your rights when making a complaint? 

In the event that the complaint submitted by you is found to be justified, ie if the defect or the circumstances of the damage indicate a manufacturing defect, you are of course entitled to a free repair or, in the case of an irreparable defect, to exchange of goods. In the event that the same goods are no longer available, after an agreement, it is possible to select other goods from the company's portfolio or refund the purchase price.

If you want to keep the goods and it is not in our power to repair the goods, then you have the right to request a discount on the purchase price. Even in this case, we will try to accommodate you as much as possible and refund part of the purchase price.

How to proceed with a complaint? 

If the goods are damaged or non-functional and you decide to complain about them, please contact us either by e-mail or by phone.

to the e-mail address of the operator 

by phone at phone number: 02038 075 465 


We will agree with you on the next steps so that everything will be resolved to your satisfaction. You can then send us the goods by post . You can read more about the conditions of the complaint here.