Warranty & Complaints Policy

Effective date: 22/12/2025

1) Legal guarantee (EU)

All products are covered by the statutory 2-year legal guarantee for consumers against lack of conformity at the time of delivery.

2) What’s covered / not covered

  • Covered: manufacturing defects, material faults, and hidden defects.
  • Not covered: misuse, improper installation/storage, everyday wear, color differences due to screens/lighting, products altered by customer, opened/expired paints, or custom-tinted paints mixed as ordered (unless defective).
  • Not covered: Minor cosmetic or visual imperfections of the external packaging (such as scratches, dents, or paint traces on the exterior of the container) incurred during transit, provided they do not affect the quality, chemical integrity, volume, or intended application of the product itself. In the paint and coatings industry, a container is considered protective packaging; therefore, external aesthetic conditions do not constitute a lack of conformity as long as the paint remains fully functional.

3) How to make a complaint (warranty claim)

Email info@kraso.com with your order number, a description, and any relevant photos/videos. We may request the item for inspection. If the claim is accepted, we will repair or replace the product within a reasonable time, or issue a refund if repair/replacement is not possible.

4) Paint-specific guidance

Follow the technical datasheet and label instructions (surface prep, temperature, mixing, coverage, storage). Failure to follow these may void coverage.

5) Escalation & dispute resolution

If we cannot resolve your complaint:

  • Latvia PTAC (Consumer Rights Protection Centre): ptac.gov.lv

  • EU Online Dispute Resolution (ODR): ec.europa.eu/odr
    This is in addition to your statutory rights.

6) Contact

info@kraso.com • KRASO SIA, Vienības gatve 93, Riga, LV-1058, Latvia