How do I file a complaint about my product?Updated a month ago

We strive to deliver products of the highest quality, but if something is wrong with your product you can file a complaint. Under EU law, all products are covered by a legal guarantee, and if a product is defective or non-conforming, the return and shipping costs are covered by us. Here's how:

Check the product on receipt

Inspect the products: After receiving your order, check whether:

• The delivery matches your order confirmation.
• The products are damaged during transport.
• The products have any other faults or defects.
• Keep the packaging: Retain the box and packaging for any return or complaint.

How do I file a complaint?

1. Contact us first:
   • Use the contact form here to notify us of the complaint.
   • Describe the fault clearly, attach photos or videos if possible, and include your order number (and serial number where applicable). This helps us assess the situation faster.
2. Wait for a response:
   • Do not send the product back before you have been in contact with our customer service. We'll agree together on how the problem should be resolved.
3. Get a solution:
   • For a defective or non-conforming product, you're entitled under EU law to a repair, replacement, price reduction or – where applicable – cancellation of the purchase:
     • Repair of the product.
     • Replacement with a new product.
     • Price reduction or refund, depending on the situation.

Important for a smooth complaint process

• Communication is key: Contacting us first ensures that we can handle your complaint in the best way.
• Timing: To get a solution as quickly as possible, we recommend that you file the complaint as soon as you discover the fault.

Need help?

If you have questions or need help filing a complaint about a product, don't hesitate to contact our customer service. We're here to make sure you're happy with your purchase!