SUBJECT OF THE COMPLAINT DECISION The complaint procedure applies to goods purchased from the online shop operator. The warranty period begins on the date of receipt of the goods by the buyer. Goods are delivered with the warranty specified on the warranty certificate.
BUYER'S RIGHT TO COMPLAIN, PLACE OF COMPLAINT If the buyer finds a defect in the packaging material that causes damage to the goods themselves, they are obliged to report these irregularities to the delivery person, or they may refuse to accept the shipment. If the customer finds, after receiving the shipment, that the goods are damaged, they must notify the supplier within 3 working days from the date of receipt of the goods, otherwise the damage cannot be covered. The seller is not obliged to fulfill the buyer's claim if they prove that the buyer knew about the defect in the goods at the time of receipt or caused the defect themselves. If the defect appears within six months from the date of delivery, it is presumed that the goods were already defective at the time of delivery. Any disputes can also be resolved out of court through the German Consumer Arbitration Board (www.verbraucher-schlichter.de).
DEADLINES FOR SUBMITTING A COMPLAINT The buyer is obliged to report the defect properly and in a timely manner, i.e., immediately after discovering the defect. If the consumer does not submit their complaint in time (within the complaint period), they are not entitled to a positive resolution of their complaint.
SELLER'S LIABILITY If the buyer submits a complaint about the goods to the operator's showroom address (Oderstraße 7 74172 Neckarsulm) or directly to the operator, the responsible employee is obliged to examine the complaint in detail, and if the resolution does not require professional evaluation, they can resolve the complaint immediately. If a professional evaluation is required, the processing time for the complaint is 15 days from the date the buyer submitted the complaint to the seller; unless a longer period is agreed upon in writing with the buyer. A report on the resolution of the complaint will be delivered to the buyer at the location where the goods were complained about, or at the contact addresses provided by the buyer, unless otherwise agreed in writing. The responsible employee of the operator is obliged, upon the request of the complaining buyer, to issue a confirmation of the date of the complaint or a confirmation of the repair (rectification of the defect in the goods).
WALLPAPER COMPLAINTS Complaints can only be made upon presentation of the original label, including the number and batch information. Complaints can be made regarding the quality of the rolls; however, this does not apply to errors made during wallpaper pasting. Fully pasted rolls cannot be returned. The customer is obliged to check the batch, pattern, and color before pasting the wallpaper.