Complaints – guidelines for individual products

For every product purchased from wallcolors.com we provide a warranty for 2 years from delivery. We process complaints within 14 days. Below you will find what to check and what information to send for each product group – this will allow us to resolve the matter faster. Full terms: Terms and Conditions, §9.

Wallpapers and murals

• Check the wallpaper before installation. Unroll all strips and check: pattern, dimensions, completeness and numbering of strips, color uniformity, absence of creases and damage.
• Do you see a defect? Do not install. Report it before starting to apply the adhesive and send photos of the entire strip as well as a close-up of the defect. We do not cover the costs of removal and reinstallation of wallpaper whose defect was visible before installation.
• Defects arising during installation are not a product defect – e.g.incorrect adhesive, unprepared, uneven or damp substrate, installation not compliant with instructions, cutting, shifting or stretching of sheets, adhesive contamination, use in wet areas without the WET System.
• Reporting a defect noticed only after installation? Please submit photos of the wall along with information about the adhesive, substrate, and the person who installed the wallpaper.
• The color on the monitor may differ slightly from the printout (approx. 5% saturation) – if you have any doubts, order a sample.
• Business customers (B2B): wallpaper complaints after installation are not accepted – defects must be reported before installation.

Decorations DOTS. and Arch

• Before installation, check the color, dimensions, completeness, and any potential damage to the elements.
• Attach photos of the elements and a description of the substrate on which they were installed to your report.

Benjamin Moore paints and paint samples

• Provide the color name and code, finish, capacity, and batch number from the can label.
• Keep the can with the remaining paint until your complaint has been reviewed.
• Complaining about the shade? Submit a photo of the painted, dried wall in daylight next to the swatch or sample.
• Differences resulting from the substrate, primer, number of coats, or lighting are not a paint defect.

Ceramic tiles and mosaics

• Before installation, compare tiles from several packages – check the shade, caliber, and any damage.
• Provide the batch number/caliber from the packaging and attach photos. If the defect is visible, do not proceed with installation.

DOTS. Lighting

• Installation and connection must be performed by a qualified electrician in accordance with the instructions.
• Describe the defect and attach a photo or short video showing its symptoms.

Accessories (glues, primers, tools)

• Provide the batch number and expiration date from the packaging and retain the product until the complaint is resolved.

Damage in transit

• If the package is damaged, ask the courier to open it in their presence and prepare a damage report.
• Report any damage noticed later as soon as possible, along with photos of the packaging and product – the lack of a report does not deprive you of the right to file a complaint.

How to file a complaint

1. Write to hello@wallcolors.com with the subject “COMPLAINT + order number” or use the form below.
2. Provide the details according to the complaint template and attach photos.
3. We will respond within 14 days. If we need the product for evaluation, we will inform you and cover the cost of return shipping.
4. We process an approved complaint by replacement or repair (e.g. re-manufacturing the lengths), and if this is not possible – by reducing the price or issuing a refund.

Sample complaint form

First and last name:
Address, e-mail, phone:
Order number and purchase date:
Product under complaint (name, variant, quantity, batch number – if applicable):
Description of the defect and date noticed:
Request (repair/replacement/price reduction/withdrawal from the contract):
Attachments (photos, damage report):

Product return (14 days)

Standard products – m.in. paints in unopened packaging, tiles, lighting and accessories – can be returned within 14 days without providing a reason. Made-to-measure wallpapers and wall murals, as well as other products manufactured to your order, are non-returnable. Details and form: Returns Policy.