Complaints
Complaints are not a problem
We care about our clients' peace of mind. We respond positively to 95% of complaints. We act in a friendly, fast, and effective manner.
We prioritize the highest quality of our wallpapers and production processes, which is why complaints are extremely rare. If your complaint is upheld, we will replace the product with a new one or provide appropriate compensation. We want the entire process to be quick, transparent, and with as little effort on your part as possible – because we know that your satisfaction and comfort in using our wallpapers are paramount.
Prepare data
- Name and surname/company name and Tax Identification Number
- Telephone and email
- Correspondence address
- Order number
- Claim (e.g. refund, discount, re-production of wallpaper)
Add photographic documentation
Describe the fault as best as possible using photos and/or video.
Don't forget about close-ups and full-body shots.
Describe the problem
Try to describe the reason for your complaint in as much detail as possible. You don't need to use specialized language; a description in your own words will suffice.
Submit a request
You can send your report using the form on the website or to the following address: reklamacje@wallart.com.pl
In both cases, the subject of the message is: Complaint - [order number]
Chcesz złożyć reklamację?
Pre-assembly checklist
To ensure your complaint is resolved quickly and to your benefit, remember to follow a few rules before installation.
- Always spread the wallpaper on a flat surface before application and check: color, pattern matching, joints (and overlap in the case of EXTREME material.
- If you notice any color or pattern discrepancies between the panels , do not install them , take photos and send them to reklamacje@wallart.com.pl
- Acceptance of the product card = final confirmation of: material, appearance, size, pattern proportions, method of joining and division into panels.
What is not subject to complaint
- Notifications regarding the content of the order (material, design, size, method of installation) after acceptance of the product card .
- Complaints after assembly when verification on a flat surface (color/fit/joints) was not performed .
- Damage resulting from improper use or assembly not in accordance with the instructions – the costs of such cases are borne by the buyer.
- Any deficiencies in the order must be reported within 30 calendar days of receipt – we will not accept any complaints after this date.
- Please note: we do not accept parcels sent at the expense of Wall Art Sp. z o. o. (cash on delivery/return at the recipient's expense).
Or maybe a satisfaction guarantee?
Our primary goal is to create beautiful decorations for your interior. We truly care that you, our valued customer, are the first and foremost person to call our products beautiful. That's why, as the only company in Poland producing custom-made wallpaper, we offer our customers a Satisfaction Guarantee on our custom-made wallpapers.
If, for any reason, the wallpaper you receive does not meet your expectations, you can exchange it for any design from our offer within 14 days of receiving your order.
Remember, to take advantage of the Satisfaction Guarantee , the wallpaper cannot be damaged or previously installed and must be sent back to us as a return.
Chcesz złożyć reklamację?
With our customers in mind, we strive to prepare all our products with the utmost care and precision. We offer a high satisfaction guarantee and a friendly approach to our customers, which is why we make every effort to ensure the complaints process is quick, efficient, and effective. Our complaints are resolved 95% of the time with a positive outcome within less than 14 calendar days.
What information is necessary to process a complaint?
- Customer's name and surname/company name
- Tax Identification Number if the company
- Phone
- Email
- Correspondence address
- Order number
- Claims (e.g., refund, discount, new wallpaper)
- Photo/video documentation
Remember...
- The purchased goods are covered by a 2-year warranty from the date of purchase .
- Complaints should be submitted to the email address reklamacje@wallart.com.pl
- In the event of defective goods or errors in the execution of the order, the Store guarantees their replacement with undamaged or correct goods within 7 working days of accepting the complaint.
- Products subject to a complaint should be returned in packaging that provides adequate protection against possible damage during transport. It is recommended to mark the package with a note detailing the reason for the complaint. If the complaint is approved, the shipping costs will be refunded.
- Unjustified complaints or damage resulting from improper use of the goods will not be considered. All costs associated with such cases are the responsibility of the Buyer.
- Acceptance of the product card means final confirmation of the appearance, arrangement, size and proportions of the pattern, as well as confirmation of the selected material, technique for preparing joints between wallpaper strips and dividing the pattern into panels.
- Complaints submitted due to the content of the order (e.g. material, design, size, method of assembly) after acceptance of the product card will not be taken into account.
- Before applying to the wall, each wallpaper should be checked on a flat surface – for color, joint, and pattern matching, including overlap – for wallpapers on self-adhesive laminated vinyl. Complaints submitted after application, without checking the wallpaper on a flat surface, will not be accepted. In the event of mismatched patterns or colors between the panels, complaints should be submitted before application – by taking photos and sending them to reklamacje@wallart.com.pl.
- We do not produce metallic wallpapers. The gold, silver, and copper colors are printed, imitating the colors of gold, silver, and copper.
- Any shipments sent at the expense of Wall Art Sp. z o. o. based in Wrocław will not be accepted.
- Any deficiencies in the order must be reported within 30 calendar days of receiving the order; after this time, complaints regarding incomplete orders will not be accepted.
Need more information? Check out our terms and conditions:
The warranty applies to all customers of the Wall Art sp z o. o. brand who made purchases from December 6, 2022.
The warranty applies to orders placed in the brand's online store www.wallart.com.pl, in the stationary store at ul. Ćwiczebna 4, 51-180 Wrocław, and by email at biuro@wallart.com.pl
The warranty covers purchases directly and through our partners and distributors in Poland and within the European Union.
The warranty applies to custom-made and made-to-measure wallpapers, which, in accordance with generally applicable law, cannot be exchanged or returned.
The warranty covers:
- custom-made wallpapers,
- custom-made wallpapers with individual changes,
- wallpapers in standardized stripes,
- wallpapers in the form of a circle and an arc.
The warranty allows each person to exchange the purchased wallpaper for a different pattern, frame or material once.
The warranty is intended to meet the customer's aesthetic needs.
The condition for using the warranty is to return the purchased, complete product in its original packaging, which has not been mounted on the wall, and without any signs of use.
The new order will be processed within the same timeframe as the original purchase, for the same wall size.
If you wish to use the warranty, please notify us by e-mail at biuro@wallart.com.pl for individual customers and magazyn@wallart.com.pl for b2b partners.
The warranty does not cover carpets and textiles, chemicals and accessories.
The warranty does not cover changes to the wall size. It is not possible to exchange the product for a different type, for example, custom-made wallpaper for arched wallpaper.
If the product sent for replacement shows signs of damage or use, Wall Art reserves the right to refuse to fulfill the Warranty and will charge the customer for the cost of returning the product to the indicated address.