If you have received a defective/transport-damaged product we will of course help you as best we can to rectify the problem. The procedure differs on a case-by-case basis, so it is important that you always contact our customer service via email when you want to submit a claim: firstname.lastname@example.org
In order to handle your complaint as smoothly as possible, we need as detailed a description as possible as well as pictures/videos showing the product's defect/damage.
In some cases, we need to get the product back so that we can inspect it in person, and in some cases it is enough if you can prove the defect with the help of e.g. a picture of the product that clearly shows the defect. Of course, should we have to take back the product, we will bear the shipping cost, provided that your claim is approved. It may take up to 30 working days for us to handle a complaint.
If, upon receipt of your parcel, you discover that the consignment has been visibly damaged in transport, you should promptly submit a claim through us. This applies both for home delivery and for when you pick up your parcel from a postal service point. In the case of home delivery, it is important that you as a customer ask the carrier to note the defect and the transport damage. If, upon unpacking your parcel, you discover that the contents are damaged, you should contact our customer service via email no later than within 4 business days.