Warranty Claims and Shipping Damage
Warranty claims
You have a 2-year legal guarantee for products purchased from PlakatKunst in accordance with applicable consumer law. The legal guarantee covers defects that were present at the time of delivery or where the cause of the defect was present at the time of delivery.
You must make a claim within a reasonable time after discovering the defect. If you make a claim within 2 months of discovering the defect, the claim will always be considered to have been made within a reasonable time.
How to make a claim
If you have received a defective, damaged or otherwise faulty item, you must submit your claim through our returns portal. Here you select the relevant order and item, describe the problem and submit the required documentation.
Damage discovered upon delivery
Damage discovered upon delivery or when unpacking the item may include, for example, broken or scratched glass, a dent or scratch in the frame, a loose or damaged corner, or other physical damage to the item. You do not need to determine whether the damage was caused during shipping or by a defect in the item. Submit your claim through our returns portal and we will assess the case.
We strongly recommend that you unpack and inspect the item as soon as possible after delivery. If you discover any damage, please submit your claim as soon as possible and preferably within 7 days of delivery. Prompt notification is important because our ability to document shipping damage and make a claim against the carrier may be subject to short deadlines.
For damage discovered upon delivery, your claim must include photographs of:
- The entire item
- The damage itself – preferably both an overview photo and a clear close-up
- The entire shipping box, photographed from all sides
- The shipping label on the parcel, with all information clearly legible
- The internal packaging and protective materials surrounding the item
The photographs are required so that we can document the damage and process your claim, including any shipping damage claim we may need to make against the carrier. Please therefore keep the shipping box and all other packaging materials until we have processed your claim.
Submitting a claim more than 7 days after delivery does not in itself mean that you lose your statutory rights. However, you must make a claim within a reasonable time after discovering the defect or damage.
Defects discovered later
Not all defects are visible upon delivery. If a defect becomes apparent later, it may be covered by the legal guarantee if the defect or its cause was present at the time of delivery.
If you discover a defect at a later date, you must submit your claim through our returns portal as soon as possible after discovering the problem. Please include photographs or other relevant documentation showing the problem and enabling us to assess your claim.
What happens if your claim is accepted?
For a valid claim, we will generally seek to resolve the issue by repairing the item or providing a replacement in accordance with applicable consumer law. For picture frames, this may for example involve sending replacement glass, a new backboard, a new passepartout, a new frame or another relevant replacement part so that the defective or damaged component can be replaced.
It is therefore normally not necessary to return the entire defective or damaged item. If we determine that the item or part of it must be returned as part of a valid claim, PlakatKunst will arrange the return shipment and cover the necessary return shipping costs. You should therefore not purchase return shipping yourself unless this has been agreed with us in advance.
If repair or replacement is not possible or cannot be provided in accordance with applicable consumer law, the claim will be handled in accordance with the other remedies available under applicable consumer law.
Original posters and other unique works
Original posters, lithographs and other unique works generally cannot be replaced with an identical item. In the event of a valid claim, we will therefore attempt to remedy the defect where possible. If this is not possible, the claim will be handled in accordance with applicable consumer law, including the rules concerning an appropriate price reduction or termination of the purchase contract.
A warranty claim is not the same as a return
The legal guarantee applies when an item has a defect or damage for which PlakatKunst is responsible. If there is nothing wrong with the item but you no longer wish to keep it, you should instead exercise your right of withdrawal, provided that the item is eligible for this right.
You can read more about the right of withdrawal, returns and return shipping costs on the Right of withdrawal and returns page.