Goods arrived damaged – what to do?

Did your order arrive with a damaged tin of paint, a damaged roll of wallpaper, or another damaged item? We're sorry to hear that – here's how to get a solution as quickly as possible.

5 steps to a solution

1. Keep the packaging – Don't throw away the box or inner packaging until the case has been resolved.

2. Photograph the damage – Take photos of the outer packaging, the inner packaging/padding, and the damaged item itself.

3. Contact us – Send us the photos together with your order number as soon as possible after receiving the shipment, ideally by email to service@meinewand.de or via our contact form.

4. We check the damage – Based on your photos, we decide how best to help you. In the case of an obvious manufacturing defect, we will also forward the case directly to the manufacturer if needed.

5. You receive our solution – Depending on the type and extent of the damage, we offer a free replacement delivery, a credit note or discount, or a refund. In some cases, we ask you to send the damaged item back to us using a free return label.

Summary & FAQ

Do I have to send the damaged item back?

Not always. In many cases, the photos are enough as proof. If a return is necessary, we will provide you with a free return label.

How quickly should I report the damage?

As soon as possible after receiving the shipment, so that we can reliably verify the shipping damage.

Is this the same as a withdrawal or a return?

No. Damaged goods is a complaint, not a voluntary return. If you would like to return an undamaged order, you can find the information in our article “Returns – Information”.

What happens if the goods are only damaged during my return shipment?

You are responsible for packaging your return safely. Please use the original packaging with sufficient padding where possible – unfortunately, we cannot issue a refund for damage caused by insufficient packaging during a return.