info@wallyboards.eu +48 32 720 94 75
Premium boards and signage

Complaints

Something wrong with your product? We are liable for the conformity of goods with the contract for 2 years from delivery. Submitting a complaint takes about 2 minutes.

Submit a complaint online

How the complaint works - 3 steps

  1. Submit your complaint online
    Fill in the complaint form - all you need is your order number and e-mail address. Describe the defect and attach photos - this will significantly speed up the processing of your request. Right after submitting, you will receive a confirmation e-mail acknowledging your request.
  2. Wait for our decision
    We will respond within 14 days of receiving your complaint - if we fail to do so, the complaint is deemed accepted. If we need the product to process your complaint, we will collect it from you at our expense and let you know how to prepare it for collection.
  3. Resolution of the complaint
    We will repair the defective product or replace it with a new one within a reasonable time and at our expense. In cases provided for by law (including when the defect is significant or the repair has proved ineffective), you may request a price reduction or withdraw from the contract - we will refund your money within 14 days, using the same payment method you used.

Prefer to submit your complaint by e-mail or post?

You can also send your complaint:

What to include in your complaint?

In the complaint description, please provide: your order number, a description of the defect (what the non-conformity consists of and when you noticed it), photos of the defect and - if possible - of the entire product and its packaging, your request (repair or replacement; in specific cases, a price reduction or withdrawal from the contract), and your contact details.

You may use our sample form - it is not obligatory, but it will make it easier to provide all the necessary information:

Complaint form (PDF)

Frequently asked questions

My product was made to size / custom printed - can I file a complaint?

Yes, always. Personalisation only excludes returns without giving a reason - a defective product made to individual order can be the subject of a complaint under the full statutory rules.

How long do I wait for a response?

A maximum of 14 calendar days from submitting the complaint. No response within this period means we have accepted the complaint as justified.

Who pays for shipping the product under complaint?

We do. We collect the product subject to repair or replacement at our expense.

The product colours differ from what I saw on my screen - is that a defect?

Slight colour differences result from display settings and CMYK printing technology, and as a rule do not constitute a lack of conformity of the goods with the contract. Gold, silver and glitter effects are imitations achieved with CMYK printing.

Detailed legal provisions and procedures

Our liability for the conformity of goods with the contract is governed by the provisions of the Polish Consumer Rights Act. We are liable if a lack of conformity of the goods with the contract becomes apparent within two years of delivery. It is presumed that a lack of conformity which becomes apparent within this period already existed at the time of delivery - you do not have to prove it. Your rights are exercised in a specific order.

  1. Repair or replacement

    If the goods are not in conformity with the contract, you may first request their repair or replacement. We may carry out a replacement when you request a repair, or carry out a repair when you request a replacement, if bringing the goods into conformity with the contract in the manner you have chosen is impossible or would involve excessive costs. We carry out the repair or replacement within a reasonable time and without significant inconvenience to you, bearing the related costs.
    Important! We collect the goods subject to repair or replacement from you at our expense. If, due to the nature of the product or the way it has been installed, returning it would be excessively difficult, it is sufficient that you make the product available to us at the place where it is located.

  2. Price reduction / refund

    You may submit a statement on price reduction or withdrawal from the contract when: we have refused to repair or replace the goods; we have failed to bring the goods into conformity with the contract; the lack of conformity persists even though we have attempted to remedy it; the lack of conformity is significant enough to justify an immediate price reduction or withdrawal from the contract; or it is clear from our statement or the circumstances that we will not bring the goods into conformity with the contract within a reasonable time or without significant inconvenience to you.
    You will receive the refund immediately, no later than within 14 days of our receipt of the goods or proof of their return.
    Important! You may not withdraw from the contract if the lack of conformity of the goods with the contract is insignificant - it is presumed that the lack of conformity is significant unless we demonstrate otherwise.

We will respond to your complaint immediately, no later than within 14 calendar days from the date of its submission. Important! Failure to respond within the above period means that we have accepted the complaint as justified.

Consumers may also use out-of-court methods of dispute resolution.

Detailed information on the possibility for a Customer who is a consumer to use out-of-court methods of handling complaints and pursuing claims, as well as the rules of access to these procedures, are available on the website of the Polish Office of Competition and Consumer Protection (UOKiK) at: https://uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich.php.

There is also a contact point at the President of the Office of Competition and Consumer Protection (telephone: +48 22 55 60 333, e-mail: kontakt.adr@uokik.gov.pl or postal address: Pl. Powstańców Warszawy 1, 00-030 Warszawa, Poland), whose tasks include, among others, providing assistance to consumers in matters concerning out-of-court resolution of consumer disputes.

The consumer has the following examples of out-of-court methods of handling complaints and pursuing claims:

  • an application for dispute resolution to a permanent consumer arbitration court (more information at: http://www.spsk.wiih.org.pl/);
  • an application for out-of-court dispute resolution to a provincial inspector of the Trade Inspection (more information on the website of the inspector competent for the place where the Seller conducts business activity);
  • assistance from a district (municipal) consumer ombudsman or a social organisation whose statutory tasks include consumer protection (including the Consumer Federation and the Association of Polish Consumers). Advice is provided, among others, by e-mail at porady@dlakonsumentow.pl and via the consumer helpline +48 801 440 220 (helpline open on working days, 8:00-18:00, call charged according to the operator's tariff).

Your product has no defect, but you want to return it? Go to the returns page.