Complaints Procedure

1. Scope

You may complain about physical merch for EUR, digital performance of Stars and related digital services, and defects or non-delivery of a physical reward for Golds.

A defect complaint is not the same as withdrawal without stating a reason.

2. Filing

A complaint may be filed:

• in Workroom for the order,
• by e-mail to admin@gamebases.gg,
• by letter to Allstars Company s.r.o., Potočná 581/117, 972 47 Oslany.

State the identification of the order or transaction, a description of the problem, the remedy sought and a contact e-mail.

An original invoice or original packaging is not an automatic condition for accepting a complaint. An order may also be proven by other credible means.

3. Confirmation and assessment

We confirm receipt on a durable medium and state the period for remedying the defect. The period must not exceed 30 days unless a longer period is justified by an objective reason beyond our control.

If physical goods need to be examined, we agree a safe way to hand them over or send them.

4. Claims

For physical goods the consumer has, under statutory conditions, the right in particular to repair or replacement and subsequently to a reasonable price reduction or withdrawal.

For digital performance of Stars and related digital services the consumer has the right to bring the performance into conformity and, where statutory conditions are met, to a price reduction or termination of the contract.

For a justified complaint we bear costs that the consumer is not required by law to bear.

5. Non-delivery and non-conformity

If digital performance or goods were not delivered, or are not in conformity with the contract, follow this procedure. We assess delivery status, technical requirements and available evidence and provide a proportionate remedy under the law.

6. Outcome and remedy

We provide the outcome and reasons in writing. If we reject the request or do not respond to a request for remedy within the statutory period, the consumer may use the applicable ADR under the Business Conditions.