DecoNell Complaints

We make every effort to ensure that our products are delivered according to the order and properly secured.

Notification deadline

Please check the delivery immediately upon receipt. Visible damage, quantitative shortages, or product non-conformity must be entered into the WZ or CMR document.

A complete complaint notification must be sent within 48 hours of receiving the delivery. Defects that could not be noticed upon receipt must be reported immediately after their discovery.

How to submit a complaint?

Complaints should be sent to:sales@deconell.com

In your message, please provide:

• company name,
• order, invoice, or WZ document number,
• product name or code,
• number of claimed pieces,
• description of the issue,
• photos of the product, packaging, label, and the entire pallet or CC trolley.

Until the complaint is resolved, please retain the product, packaging, and label. Goods should not be returned or disposed of without prior agreement with DecoNell.

Natural character of products

Our decorations are handcrafted from natural materials. Individual products may vary slightly in color, shape, structure, or element arrangement. Such variations are a natural feature of the product and do not constitute a defect if the product complies with the order and the approved sample.

Each complaint is considered individually.