Legal

Complaints Policy

Last updated: July 29, 2026

This Complaints Policy explains how to raise a complaint about products or services purchased on karambase.com, operated by Blue Horizon Sp. z o.o. (“Karambase”, “we”, “us”), and how we handle complaints. It should be read together with our Terms of Service and Refund Policy. Following this procedure does not limit any rights you have under applicable consumer-protection law.

1. How to submit a complaint

Please send your complaint by email to support@karambase.com. So we can resolve it quickly, please include:

  • your name and the email address used for the order;
  • your order number, if applicable;
  • a clear description of the problem and the outcome you are seeking;
  • any relevant evidence, such as screenshots, transaction IDs or dates.

2. Acknowledgement and response times

We acknowledge every complaint within 2 (two) business days of receipt. We will investigate and provide a substantive response as soon as possible and, in any event, within 14 (fourteen) days of receiving your complaint. If a complaint is particularly complex and we need more time, we will tell you before that deadline, explain why, and give you a new expected response date.

3. How we handle your complaint

Complaints are reviewed by our support team on the basis of the information you provide, our records, and applicable law. We may contact you for further details. Once our review is complete, we will inform you of the outcome and, where the complaint is upheld, the remedy we propose — for example redelivery, correction, or a refund in line with our Refund Policy.

4. If you are not satisfied with our response

If you are not satisfied with our decision, you may ask us to review it by replying in the same email thread. Consumers in the European Union may also use out-of-court dispute-resolution options:

  • EU Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr
  • Poland: the Provincial Inspectorate of Trade Inspection (Wojewódzki Inspektorat Inspekcji Handlowej), the Office of Competition and Consumer Protection (UOKiK), and local consumer ombudsmen (rzecznik konsumentów).

Use of these mechanisms is voluntary and does not affect your statutory rights.

5. Contact

Blue Horizon Sp. z o.o.
Półwiejska 17/26, 61-888 Poznań, Poland
KRS 0001250411 · NIP 7831957098
Email: support@karambase.com

Last updated: 29 July 2026