Complaint Submission Policy

Complaint Submission Policy

Last updated: [01.12.2025]


This policy explains how to report courier shipping damage or product defects.

Proper documentation is essential for us to process your claim.

 

 

§ 1. General Information

 

This policy applies to:

 

  • Shipping damage
  • Manufacturing defects
  • Incorrect items received


For standard returns not related to damage or defects, please refer to our Return & Refund Policy.


👉 View our Return & Refund Policy here:

[https://fotowalls.com/policies/refund-policy]

 

 

§ 2. Courier Complaints (Shipping Damage)

 

1. Accepting a Damaged Parcel

 

If you knowingly accept a parcel with visible damage, this is considered acceptance of the goods “as is.”

In such cases, the courier and sender are not responsible for compensation.


Always inspect parcels before accepting them.

 

 

2. Scenario A: Damage Visible at Delivery

 

If the external packaging is visibly damaged when the courier hands over the parcel, you may:


a. Refuse delivery, or

b. Ask the courier to open the parcel with you present.


If the product inside is damaged:

 

  • A courier damage protocol/report must be completed with the courier.


Without this report, courier damage claims cannot be accepted.

 

 

3. Scenario B: Damage Discovered After Delivery (Parcel Left Unattended)

 

If the courier leaves a visibly damaged parcel without handing it to you directly, you must send documentation within 24 hours:

 

  • Photo of the damaged unopened parcel with shipping label visible
  • Photo of the opened parcel showing the damaged item
  • Close-up photos of the product damage


This documentation is required for courier claims.

 

 

§ 3. Reporting Product Defects (Non-Shipping Damage)

 

If the packaging is undamaged but the product inside has a defect (print error, manufacturing issue):


Please send:

 

  • Photo of the intact packaging
  • Detailed photos of the defect on the product

 

 

§ 4. Complaint Deadlines

 

1. Courier Damage

 

Maximum time to file: 7 days from delivery.

 

Note: Courier companies often reject claims filed after 48 hours, so we recommend reporting damage immediately.

 

2. Product Defects

 

Maximum time to file: 14 days from delivery.

 

 

§ 5. Important Requirements

 

Complaints may be rejected if:

 

  • Required photographic evidence is incomplete
  • Deadlines in § 4 are not met
  • Damage occurred after installation or after use

 

 

Complaint Email Template

 

Subject: Complaint – Order No. [ENTER ORDER NUMBER]


Message Body:


Hello,

I would like to report an issue with my order.

 

  1. Order Number: [ENTER ORDER NUMBER]

  2. Description of the Issue:

    [Describe the defect or damage in detail.]

 


Required photos are attached, and the courier damage report (if applicable) is included.


Kind regards,

[Full Name]