Missing item(s), wrong item(s) or wrong parcel sent
Please check the contents and weight of the package carefully before signing for it. For any problem, please contact us by e-mail kontakt@wagnerbois.com with the information below:
1. Send us an e-mail with your order number.
2. Please send us clear images of the outer packaging, the shipping label, the weight of the package and the item you are receiving.

The item has been damaged in shipping
Customers must contact our customer service department by e-mail kontakt@wagnerbois.com within 14 days of receiving the goods.
1. Immediately file a record of the broken parcel with the courier company and obtain confirmation in the form of a paper proof with a stamp on it.
2. Send us photos of the items/packages received with detailed information describing the problem, together with the above-mentioned paper proof and file number with which we can quickly confirm the case.
3. After checking all the required information, we will provide you with a replacement or a full refund, depending on your needs. The outer packaging is in good condition while the item is not working.
4. Send us photos of the items/packages received with detailed information describing the problem.
5. After verifying all required information, we will provide you with a replacement or a full refund, whichever you prefer.

Unsatisfactory item
If you are not satisfied with your purchase and the product is still new, you can simply return it for a full refund. Please note that return shipping is completely free. We will provide a replacement or refund (shipping costs excluded), depending on your needs once we have received the exchanged item from your order.

Warranty exclusions and notes
1. Consumers did not request delivery personnel to return items upon receipt of defective items.
2. Any return requests beyond 14 days (including working days and weekends) begin from the date consumers receive the item(s).
3. Natural deterioration of the product through wear and tear, as well as breakage/damage during use, are the sole responsibility of the customer and are not covered by our warranties.
4. Consumers are not able to provide verified proof of order from wagnerbois.com or artificially alter order details.
5. Consumers tear off or artificially alter item logos, serial numbers or waterproof signal, etc.
6. Article broken due to force majeure (natural disasters, etc.).
8. Items not sent within 14 days (including working days and weekends) after confirmation of the return request with the consumer.
9. Items have been activated beyond 14 days (including working days and weekends) after receipt.

How to request warranty (return, repair and refund)
Step 1: Please contact our customer service department by e-mail kontakt@wagnerbois.com.
Step 2: 1. describe the problem with your item in detail: what happened? When did it happen? How did it happen? Please also include your full order number and product code (SKU number).
2. Tell us what steps you have already taken to resolve the problem.
3. Send a clear photo or video (via kontakt@wagnerbois.com) showing the defect(s); these should be taken in good light.

Step 3: We’ll arrange reshipment once we’ve received your returned items. Or your funds will be refunded to you via the payment method used at the time of purchase, within 3 working days of confirmation of your refund request. Please contact your bank to track the refund of your order. Please contact us for any other problems concerning returns by e-mail kontakt@wagnerbois.com.

Returns and compensation process
For all after-sales problems, please contact customer service directly, who will propose a solution adapted to your case.

Please check each processing time upon receipt of your returned item.
1. For exchanges, the replacement processing time will be 7 working days, upon receipt of your item and subject to stock availability.
2. For refunds, the processing time for us to process the refund will be 3 working days from receipt of your returned item.