Complaints

Customer service

Find information about what to do if a Walluro product arrives damaged, faulty, incomplete or incorrect.

Complaints about defective goods

Walluro products are often made individually after ordering. If goods are damaged, faulty or incorrectly supplied, we assess your complaint in accordance with statutory requirements.

• Include your order number
• Have photos available
• Do not return goods without being asked
• Statutory rights concerning defects remain unaffected

How to report a complaint

Report the problem

Use the contact form. Include your order number and describe the defect as specifically as possible.

Keep supporting evidence

Photos of the goods, packaging, shipping label and affected area help. We will tell you how to provide photos subsequently.

Wait for the assessment

We assess the complaint and agree the next steps with you. Return goods only when we ask you to do so.

Typical complaints

Damaged delivery

The wall art, frame, canvas or packaging arrives visibly damaged.

Incorrect item

You receive a different design, format, material or finish from the one ordered.

Production or material defect

The goods have a defect inconsistent with the ordered specification.

Incomplete delivery

A component is missing or the delivery cannot be clearly identified.

What is not a defect complaint

Not every disappointment is automatically a defect. These points help distinguish the cases:

• Minor colour differences caused by screen display, brightness or device settings.
• Damage occurring after delivery through improper installation, storage, cleaning or use.
• An ordinary withdrawal or return without a defect. See the withdrawal and returns page.
• Differences of personal taste concerning individually chosen or made designs, formats or finishes.

Keep the goods and packaging

Keep the goods, original packaging and shipping label until the assessment is complete. For transport damage, this information may be important when clarifying the case with the carrier.

Legal distinctions

A complaint is not a withdrawal

A complaint concerns damaged, faulty or incorrectly supplied goods. It is distinct from an ordinary withdrawal or voluntary return.

Individual production

Many Walluro products are made individually after ordering. This may affect withdrawal rights but does not affect statutory rights concerning defective goods.

Remedies

For a justified complaint, depending on the case we assess repair, replacement, a price reduction or reversal of the transaction in accordance with statutory requirements.

Returns by arrangement

Do not return complaint items with postage due or without prior arrangement. This avoids identification problems and unnecessary costs.

Frequently asked questions

What information is needed?

Send your order number, name, email address, a brief description of the fault and, where possible, photos of the goods, packaging and shipping label.

Must I return the goods immediately?

No. Wait for our reply. Depending on the case, your information and photos may initially be sufficient for assessment.

Does this also apply to personalised products?

Yes. A complaint is assessed if a product is defective, damaged or incorrectly supplied.

What happens after assessment?

We contact you with a solution. Depending on the case, this may be a replacement, repair, price reduction or another remedy provided by law.

Report a complaint

Describe your request through the contact form. Include your order number and say whether photos of the goods and packaging are available.