Help · complaints
Something wrong? We will put it right
We are liable for the product matching the contract for 2 years from the day it is delivered. Reporting a complaint takes about 2 minutes, and we collect the product for repair or replacement at our cost.
Two routes
Report a complaint whichever way suits you
Online in 2 minutes
All you need is the order number and your email address. Describe the fault and attach photos, which speeds things up considerably. If the fault appeared as soon as you opened the parcel, add photos of the packaging as well. Once you send it, you receive confirmation that the report has been accepted.
The traditional way
Send the report by email or by post, written yourself or on our template. In both cases the rest of the process is the same.
Step by step
How does a complaint work?
- 1
Report the complaint
Online or the traditional way. Describe what the fault is and attach photos if you can. You will receive an email confirming that the report has been accepted.
- 2
Wait for our decision
We reply to consumers within 14 days of the report. If we do not reply within that time, the complaint counts as accepted. For business customers the time to consider a complaint is up to 30 days, and the silent acceptance rule does not apply. If we need the product in order to consider the complaint, we collect it from you at our cost and tell you how to prepare it for collection.
- 3
Putting it right
We repair the faulty product or replace it with a new one without undue delay and at our cost. In the cases the law provides for, among them a serious fault or a repair that has not worked, you can ask for a price reduction or withdraw from the contract. We refund the money within 14 days, using the same method you paid with.
The traditional route
Reporting by email or post
You can send a complaint:
- by email: info@wallyboards.eu
- in writing: Wally, ul. Owsiana 62, 40-780 Katowice, Poland
What should the report include?
Give the order number, a description of the fault (what does not match and when you noticed it), photos of the fault and, if possible, of the whole product and the packaging, your contact details and what you are asking for (repair or replacement, and in certain cases a price reduction or withdrawal from the contract).
You can use our ready template. It is not compulsory, but it makes it easier to give all the information we need:
Frequently asked
Complaints in practice
Yes, always. Personalisation rules out only the return with no reason given. A faulty product made to an individual order is covered by complaints in full.
A consumer receives an answer within 14 calendar days of making the complaint at the latest, and if we do not reply within that time it means we have accepted the complaint as justified. For a purchase made by a business the expected answer time is up to 30 days, and silent acceptance of a complaint does not apply.
We do. We collect a product due for repair or replacement at our cost: we book the courier and send you a shipping label to print.
Slight differences in shade come from the settings of your display and from CMYK print technology, so as a rule they do not amount to the goods failing to match the contract. Gold, silver and glitter effects are imitations produced with CMYK printing.
Details
Legal provisions and procedures
Our liability for the goods matching the contract is set out in the Polish Consumer Rights Act. We are liable if the goods fail to match the contract within two years of the day they are delivered. It is assumed that a fault which appears within that period already existed at the moment of delivery. You do not have to prove it. The remedies apply in a set order.
- Repair or replacement
If the goods do not match the contract, you can first ask for them to be repaired or replaced. We may replace the goods when you ask for a repair, or repair them when you ask for a replacement, if bringing the goods into line with the contract in the way you chose is impossible or would call for excessive costs. We carry out the repair or the replacement within a reasonable time and without undue inconvenience to you, and we bear the costs involved.
Important! We collect goods due for repair or replacement from you at our cost. If sending them back would be excessively difficult because of the kind of product or the way it is fitted, it is enough that you make the product available to us where it is. - Price reduction or refund
You can make a statement asking for a price reduction or withdrawing from the contract when: we have refused a repair or a replacement; we have not brought the goods into line with the contract; the fault is still there even though we tried to remove it; the fault is serious enough to justify an immediate price reduction or withdrawal from the contract; or it is clear from our statement or from the circumstances that we will not bring the goods into line with the contract within a reasonable time or without undue inconvenience to you.
You receive the refund of the price without delay, and no later than 14 days from the moment we receive the goods or proof that they have been sent back.
Important! You cannot withdraw from the contract if the failure to match the contract is minor, and it is assumed that a fault is serious until we show otherwise.
We will respond to your complaint without delay, and no later than 14 calendar days from the day it is made. Important! If you are a consumer, no response within that time means we have accepted the complaint as justified.
A consumer can also use out of court ways of resolving disputes.
Detailed information about the out of court ways in which a customer who is a consumer can pursue complaints and claims, along with the rules for accessing those procedures, is available on the website of the Polish Office of Competition and Consumer Protection (UOKiK) at: https://uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich.php.
A contact point also operates alongside the President of the Office of Competition and Consumer Protection (telephone: +48 22 55 60 333, email: kontakt.adr@uokik.gov.pl, postal address: Pl. Powstańców Warszawy 1, 00-030 Warszawa, Poland), and one of its tasks is to help consumers in matters concerning out of court resolution of consumer disputes.
A consumer has the following examples of out of court ways to pursue complaints and claims:
- an application to have the dispute settled by a permanent consumer arbitration court (more information at: http://www.spsk.wiih.org.pl/);
- an application for out of court resolution of the dispute to the voivodeship inspector of the Trade Inspection (more information on the website of the inspector for the place where the Seller runs its business);
- help from a district or municipal consumer ombudsman, or from a social organisation whose statutory tasks include consumer protection (among them Federacja Konsumentów and Stowarzyszenie Konsumentów Polskich). Advice is given by email at porady@dlakonsumentow.pl and on the consumer helpline +48 801 440 220 (the helpline is open on business days between 8:30 and 18:00, and the call is charged at the rate of your operator).
Do you have a question about your complaint?
We reply on business days between 8:30 and 16:30.
The product is not faulty but you want to return it? Go to the returns page.