Complaints & defective goods

Describe the problem

Email us or use the return form. Include your order reference, the affected product, quantity and what happened, with photographs of the goods and packaging. Report visible transport damage, missing or incorrect goods within 48 hours of delivery.

Assessment and next steps

We will assess the information and provide order-specific instructions. Depending on the problem, the next step may be inspection, repair, replacement or a refund under the applicable conditions. Do not post the goods to an unconfirmed warehouse address.

Response time

We respond to written consumer complaints within 15 days. If a justified assessment requires longer, we tell you why and provide a new response date. Acknowledgement of a claim is not confirmation that a refund has been processed.

Costs and applicable terms

The seller bears necessary shipping for a valid defect or incorrectly supplied goods claim. Buyer-caused damage and ordinary withdrawal are assessed under different rules. See the sales terms and return policy.