Complaints
You can make complaints about GRIDer Pack and about your order, wherever you live. This form is the same channel you use to place your order: when you send it you will see your complaint's reference code on screen, and we will email you a receipt with its content and the date and time you made it.
We will reply in writing, in the language of your contract, as soon as possible and at the latest within 15 calendar days of receiving it.
If what you want is to withdraw from your purchase, use the withdrawal function.
Other ways to complain
You can also make your complaint, wherever you live:
- by email, to info@grider.xyz;
- by phone, on +34 666 379 783 (no charge beyond a standard call; you will speak to a person);
- by post, to c/ Henry Dunant 2, 1º B, 23009 Jaén (España).
When we receive your complaint we will give you a reference code and a written receipt (by email). We will reply in writing, in the language of your contract, as soon as possible and at the latest within 15 calendar days of receiving your complaint.
Official complaint forms (hojas de quejas y reclamaciones) are available to you. They are the official forms of the Regional Government of Andalusia (Junta de Andalucía), the autonomous community where the seller is domiciled. How to use them:
- Ask us for them by email at info@grider.xyz, by phone on +34 666 379 783 or by post at c/ Henry Dunant 2, 1º B, 23009 Jaén (España), and we will send them to you free of charge. You can also download them from www.consumoresponde.es.
- Fill them in with your details, a description of the facts and what you are asking us for.
- Submit them to us by email at info@grider.xyz or by post at c/ Henry Dunant 2, 1º B, 23009 Jaén (España), in a way that records that we received them and when. If you downloaded them yourself, send us all three copies.
- We will reply in writing within 10 business days at most (not counting Saturdays, Sundays or public holidays) of receiving them, and tell you whether we agree to settle the dispute through consumer mediation or arbitration.
- If we do not reply within that time or you disagree with our reply, you can send the copy marked «para la Administración» to the municipal consumer information office (OMIC) where you live or, if there is none, to the territorial office of the Andalusian Government responsible for consumer affairs.
If we do not resolve your complaint
We are not a member of, or bound by any rule or code to use, any consumer alternative dispute resolution entity or the Spanish Consumer Arbitration System. If we do not resolve your complaint, our written reply will name at least one competent entity —for example, if you live in Spain, the consumer arbitration board of your region; in another country, a consumer alternative dispute resolution body of your country— and tell you whether we agree to take part in the procedure. For Spain, the list of accredited entities is on the website of the Spanish Ministry of Social Rights, Consumer Affairs and 2030 Agenda. You can also go to your local or regional consumer services (or the consumer authority of your country), or to the courts.
The full terms of sale are in the Purchase Terms.
