Dispute Resolution
Last updated: June 9, 2026
1. Direct claim to customer service
If the customer has a problem related to a product, order, payment, shipping, return, refund or warranty, they should first contact:
Wagua
Email: info@waguaperu.com
Phone: +34 644 17 42 69
The claim should include, where possible:
- order number;
- first and last name;
- email;
- description of the problem;
- useful documents or photographs.
2. Response time
Customer service generally responds within 1 to 2 business days.
In complex cases, more time may be needed to carry out checks with carriers, suppliers or technical services.
3. Complaint forms
Complaint forms are available to consumers when required in accordance with applicable regulations.
Consumers can request information by writing to:
4. Alternative consumer dispute resolution
If the complaint is not resolved directly with customer service, the consumer may, where appropriate, resort to public mechanisms for alternative consumer dispute resolution.
Public reference body for consumers in the Community of Madrid:
Consumer Arbitration Board of the Community of Madrid
Address: C/ Ramírez de Prado, 5 bis, 28045 Madrid, Spain
Phone: 91 310 58 80
Email: irac@madrid.org
Website: comunidad.madrid
Arbitration request: sede.comunidad.madrid/node/214177
5. Nature of consumer arbitration
Consumer arbitration is an out-of-court, voluntary, free, simple and binding system once accepted or when there is valid adherence in accordance with applicable regulations.
The submission of an arbitration request by the consumer does not automatically imply the company's acceptance of arbitration, unless there is prior valid adherence or specific acceptance.
6. Judicial route
The above information does not limit the consumer's right to resort to the competent courts.