Returns and Complaints
Each order is handled by us with the utmost care to ensure that the offered products meet our customers’ expectations and provide full satisfaction upon purchase. However, should a situation arise that requires clarification or if any difficulties occur, we have prepared clear information below regarding returns and complaints.
If you have any questions, we encourage you to contact us promptly — we will be happy to assist and will do everything possible to find the best solution as quickly as possible.
1. Damage during transport
If a shipment arrives with visible damage, we recommend checking it carefully in the presence of the courier. If any irregularities are found, a damage report should be prepared and signed by both the courier and the recipient. This document forms the basis for handling complaints related to mechanical damage that occurred during transport.
2. Return of goods
The buyer has the right to withdraw from the purchase contract within 14 days from the date of receiving the order, without providing any reason. To inform us about your intention to return the product, please contact us by email at the following address: info@wallarena.com
For a full refund, it is important that you return the product in its original condition and undamaged. Make sure the product is properly and securely packaged for the return shipment. If we receive the product damaged or incomplete, we may deduct money from the amount to be refunded. The return shipment should be sent to the following address:
Consalnet GmbH
Macherstr. 54
01917 Kamenz
Germany
The return costs are covered by the seller. Please contact us in advance by email to obtain a return label. The refund will be made using the same payment method that the customer used for the original transaction. The refund will be processed within 14 days from the receipt of the returned product.
3. Complaints
In the event of identifying a product defect or non-compliance with the concluded contract, the buyer has the right to submit a complaint. The notification, together with a description of the problem and photos, should be sent to the email address info@wallarena.com. After submitting the complaint, customer service will contact the customer, review the case, and inform about the next steps.
If the complaint is deemed justified, the customer may request a replacement of the product with a new one. The seller undertakes to respond to the complaint within 14 days from its receipt.
[IMPORTANT] Color differences resulting from individual monitor or screen settings are not considered a technical defect of the product.