Claim policy

  1. In case of damaged or defected equipment, the Buyer shall inform Walltopia Customer Service department by sending a filled Claim Report Form to [email protected].
  2. Walltopia requires all claims to be reported within 24 hours from the occurrence in order to avoid further damage of the equipment and hazardous situations during operation.
  3. The Buyer shall use the date of the claim as a reference number in order to trace the rectification process.
  4. Walltopia shall evaluate the submitted Claim Report and may contact the Buyer for additional detailed information (photos, videos). Based on that information, Walltopia will suggest an optimal course of action within 24 hours.
  5. If the provided information is still not sufficient, Walltopia shall notify the Buyer. The Buyer shall provide the required information within the next 48 hours.
  6. If, despite receipt of the required information, Walltopia cannot issue an official statement and the damage on the Product obstructs its safe operation, Walltopia shall send inspector(s) on site within the next 5 business days. If the damage/defect on the Product is not critical to its safe operation, Walltopia may dispatch the inspector(s) for further evaluation within a reasonable time period. The above periods may be prolonged with the time necessary for issuance of international travel documents (visa), if required for travel of the inspector(s).
  7. If the Buyer does not cooperate or delays the provision of any requested information, all rectification process time frames will be prolonged for the respective time period.
  8. If Walltopia inspector(s) find clear evidence that the Product has been damaged as a result of improper use, poor maintenance, or a deliberate attempt to compromise its integrity, the repair costs shall be covered in full by the Buyer.
  9. Based on the sufficient information received from the Buyer or Walltopia inspector’s inspection protocols, Walltopia shall issue an official statement within 2 business days. The statement shall declare whether the Product is eligible to operate or if it requires further repair or replacement.
  10. If repair is necessary, Walltopia shall send technician(s) within the next 20 business days from the date of issuance of Walltopia’s official statement.
  11. If the Product parts necessary for the repair require production and/or delivery time longer than 20 business days (as per paragraph 10), Walltopia will inform the Buyer in advance and submit a schedule for the execution of the repairs. The following parts normally require longer production and delivery time: hydraulic winches, Onbelay, USA standardized electric motors, hydraulic platforms, pulley sets, pooling mechanisms, retracting mechanisms, rope connections.
  12. If the Product is subject to a valid Warranty, its damage makes it impossible to operate, and Walltopia is not able to repair or replace the Product within the time stipulated in paragraph 10 or 11 (whichever applies), the Buyer is entitled to claim liquidated damages amounting to 20 euro per each day of delay after the rectification period.
  13. If the Product warranty period has expired, Walltopia will provide within 5 business days of receipt of the Claim Report Form a timetable for the execution of the repair works and a price proposal for all parts, shipping costs, labor, travel, accommodation, and service charges associated with the repair works.
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