Complaint and return
We make every effort to offer products of the highest quality, but if something does not meet your expectations – we are here to help. We want the complaint process to be simple and as stress-free as possible. Thank you for your trust and patience!
- Unroll the wallpaper on a clean surface.
- Make sure that each piece is free from manufacturing defects, such as distortions, discolorations, or height differences exceeding 5 mm.
- Check that you have received all panels and that the pattern matches the order.
- All elements should be uniformly saturated, and the motif should match each other.
You received a damaged product - what now?Complaints and claims can only concern products purchased in the online store www.wallcolors.com that have manufacturing defects, such as:
wrong size; wrong frame; wrong material; factory defects; missing parts of the order.If you notice a problem mentioned above before installation -> please write to us at hello@wallcolors.com with the subject "COMPLAINT + Your order number" and attach photos of the damaged product. We will review the complaint within 14 days and will resend the part / your entire order at no additional cost or refund the money for the purchased product. Only unused products containing the defects described above are subject to complaint. Claims will not be accepted if the product has been cut, installed, or used in any other way and cannot concern other elements, e.g., installation costs.
If you notice defects during installation -> stop further work and contact us.We are not responsible if the Buyer or Installer installs a defective product.
NOTE! Color differences resulting from poor reproduction by the monitor cannot be the basis for a complaint. It is not possible to eliminate graphic shifts 100%.
If the shipment has packaging damage that raises concerns, ask the courier to open it in their presence. If the contents are damaged due to improper transport, prepare a damage report with the courier and send it to hello@wallcolors.com with the note "COMPLAINT," and we will take care of the rest. If you notice damage after the courier has left, you have 7 days to report the damage, but in that case, you must prove that the contents were damaged before the package was delivered.
After considering the damage incurred, we will resend your order or refund the money for the purchased product within 14 days.
ATTENTION! If you have detected defects in the product resulting from a damaged package after the courier has left, and you do not have a damage report, the complaint will not be considered.
Yes, you have the right to withdraw from the contract within 14 days for a standard order. However, if your order was personalized, returns are not possible.