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Warranty and complaints

Warranty and complaints

We are sorry that you want to report a defect or complaint. Reporting a defect in an item, and claiming the warranty, can easily be done via the form at the bottom of this page. We would like to receive a complaint about our services on [email protected] so that our customer service can contact you to find a solution.

Frequently asked questions about warranty and complaints

What warranty period do you use?

We have a legal warranty on our purchases. Within 12 months, the burden of proof lies with the seller to prove that the defect was caused by the consumer. After these 12 months, the consumer must prove that the defect was not caused by his own actions. The invoice date counts as the effective date. We would like to ask you to fill in your warranty request at the bottom of this page.

Please note! After reporting your complaint, keep the article until the complaints procedure has been completed. We are regularly asked for other photos, more information or to return the item to us.

What is legal warranty?

Legal warranty means that a product is or must do what the consumer can reasonably expect from it.

How do you test a warranty application?

Regardless of the warranty period, all article complaints will be tested against the following conditions. The defect in the product was not caused by one of the following reasons:

Improper use
No or poor maintenance
Wear and tear

Why do I have to return a defective item to you?

Our complaints department often physically needs the article to handle the complaint and come to a solution. A file is also created about the item and the supplier may ask to return the complaint items to them so that they can investigate the cause of the complaint.

I do not agree with your decision regarding my complaint about an article, what can I do?

If you do not agree with the solution offered or the motivation that there is no longer a warranty, we would of course like to hear from you. We do everything we can to find a solution together with you.

If you feel that you cannot resolve the matter, you can submit the handling of the complaint to the Disputes Committee. Within the European Union, it is possible to submit your complaint to the Disputes Committee via the European ODR platform. For outside the European Union, you can submit your complaint to a national disputes committee.

Unfortunately, I am dissatisfied with your services, where can I express this?

We are sorry that we did not help you properly. Of course, we would like to hear from you if you are dissatisfied with our service, so that we can improve this. We would like to ask you to send an email to [email protected] with your order number(s) and the things we can help you with.

Warranty request

To determine whether the item you purchased qualifies for warranty, please complete the form below. We will provide you with a detailed response within 2 working days. Please keep the item until you have received a final decision regarding your request.

First and last name *

Email address *

Order number *

Description of the defect *

Photos of the defective item * Click or drag- and drop your file(s) Allowed types: All Image Types