COMPLAINTS

If you wish to lodge a complaint, please send a message via the contact form or to info@ecofriendlywalls.com.

Please attach exact photos of the defect. Your complaint will be dealt with as soon as possible (maximum 14 days).

The complaints are considered by our company within 14 days after they are received in the correct form. A reply to the complaint is sent to the email address indicated in the complaint form.

If the complaint is accepted, the damaged goods must be returned. The goods can be returned personally or through a courier service contracted by our company. For courier service you must provide the address from which the goods subject to complaint are to be collected.

The user making a complaint has the right to:

  1. Have the goods replaced with new ones (the cost of return shipment is borne by the User, while the Entrepreneur shall bear the cost of new production and next shipment)
  2. Return the goods (the User bears the cost of return shipment, the Entrepreneur shall reimburse the total amount of the order within 14 working days)

No complaint shall be made for:

  1. Orders with external mechanical damage
  2. Orders with damage during operation (e.g. cleaned with corrosive agents)
  3. Colour differences caused by differences in colour reproduction on computer screens
  4. Irregularities due to incorrect installation of the product
  5. Minor differences in product size (up to 1cm)

The complaints may include :

  1. Wrong frame (in the event of printout of other frame than the one selected)
  2. Wrong size (if the size is different from the one selected)
  3. Destroyed parcel
  4. Wrong material (if you get a product made of a different material than the one selected)
  5. Wrong printout (abrasions, discolouration, stripes, poor quality graphics)

Forms of compensation:

  1. Repair of defective product
  2. Re-printing
  3. Replacement with other goods of equal or higher value
  4. Reimbursement of costs