Here's a fragment of Our Terms of Service, pertaining to warranties and complaints.
3. Complaints and warranties
3.1 If the customer finds any technical defects, he can use the producer's warranty or the advised services (relates to products with producer's warranty)
3.2 If the mechanical defects arise during delivery, the customer should send defective product back to us. Shop does not accept parcels paid on delivery.
3.3 The purchase documents should be attached to the product.
3.4 Complaints are being processed in 14 days from receiving the package with defective product.
3.5 In case of justifiable complaints, the defective product will be fixed or replaced with a new one. If it's not possible (for example lack of the product in stock), shop will refund the customer's order in cash. Complaints should contain description of the defect and date of defect.
3.6 Shipping cost of the returned defective product will be returned to the customer by shop, after accepting complaint as valid.