Complaints procedure

Our simple warranty conditions do not discourage you from possible claims. Just send us an email or give us a call. Specify the name of the person who´d placed the Order, your email address associated with the Order, and images of the defect. Providing a design or material defect´s occurred, we need to be informed in order to fix it.

This Claim Code is a part of the Terms and Conditions at www.blockids.eu, the owner and operator is as followed:

Seller: VirginGrip s.r.o.
Registered office at: Tisá 382, 403 36 Tisá, Czech republic
IČO: 05579406 Registered: Commercial Register kept by the Regional Court in Ústí nad Labem, Section C, Insert 38496
Contact: sales@virgingrip.com, mob .: +420 724482300

The provisions of Act No. 89/2012 Sb., The Civil Code and Act No. 634/1992 Sb., On Consumer Protection (No. 634/1992 Sb.), as amended, govern this Complaint Code. The Complaint Rules supplement business Terms and apply to consumer goods (hereinafter “Goods”) in which the Buyer’s liability for defects (hereinafter “Complaints”) is exercised during the warranty period.

At VirginGrip we pay great attention to the quality and design of our products, be it climbing holds, wooden structures or Blockids climbing walls. We strive to supply only the best products to the market.

• Climbing holds
  Providing a defect occurs on a VirginGrip climbing hold such as a crack or a hole has not been drilled correctly, please, do not hesitate to contact us and we shall replace the hold. Providing the climbing hold needs to be checked and examined in order to find out the cause of the fault, the standard costs associated with the return of the goods to the company address are fully covered by the VG behalf.
   
• Landing mats
  After receiving the landing mattresses, carry out a routine visual inspection of the technical condition, especially of the outer shell of the mattress. If a defect is found, the foam filling can be removed and only the damaged packaging sent back to us.
   
• Wooden climbing boards
  Upon receipt, perform a routine visual inspection of the technical condition. Check that there are no missing internal threads or pre-drilled holes for installing the climbing wall on the wall. In case of any deficiency, please contact us and we will definitely solve the problem with you.
   

Replacement or claims do not apply to the following

• Cosmetic defects associated with the nature of mechanical properties of the polyurethane material and/or wooden boards, such as wood pattern under transparent varnish
• Our holds and climbing walls are designed for flat walls only. The Warranty does not apply to defects or cracks caused by their use on uneven or wavy surfaces.

We shall contact you, either via email or phone, as soon as we can; maximum within 30 days from the date of the Claim issue. To avoid ambiguity, fill out the official Claim Form supplied.

Thank you, your VirginGrip team

 

Attachment: Complaint form (PDF 60 kB)