Complaint / Defect
Is your product damaged or does it possibly have a defect?Please contact our customer service team first so that we can review your request and coordinate the next steps with you.
What we need from you
Order number or proof of purchase
So that we can identify your purchase and review your request.
Brief description of the problem
Please briefly describe the defect or problem that has occurred.
Clear photos
Please send us photos of the product as well as close-up photos of the damaged or affected area.
Please do not return the product directly
If a return is required for inspection or subsequent performance, we will inform you of the appropriate return procedure.
Contact customer serviceFrequently asked questions about complaints
Do I need the original packaging?
No. The original packaging is not required. If available, please use suitable packaging that protects the product during transport.
What should I do if I do not have suitable packaging?
If you do not have suitable packaging available, please contact our customer service team before returning the product.
Who covers the transport and packaging costs?
Necessary and reasonable transport and packaging costs incurred as part of statutory subsequent performance will be covered by us in accordance with the applicable legal provisions.
Do I have to make the defective product available?
Yes. In order to carry out subsequent performance, the defective product must be made available to us.
Would you like to return a product that is free from defects?
In this case, please do not use the complaints process. Instead, please visit our Returns / Right of Withdrawal page.
Go to Returns / Right of Withdrawal →