What if I receive a damaged product?
Please notify us in writing as soon as possible of any transport damage or quality issues with the delivered product and/or packaging. Our customer service will inform you about the procedure to follow. Please do not return the product without prior consultation. Shipments that are returned at the customer’s risk and expense will not be accepted or reimbursed.
Check the condition of the delivered goods upon receipt of your order in the presence of the courier. In case of transport damage, you must draw up a damage protocol and have it signed by the courier. Without this document your damage claim will not be accepted.
Important: If you wish to file a complaint, please keep the damaged product – including the original packaging – in storage until after the case has settled. The insurance company can request an investigation or hand-over of the goods in order to process the payment. Without the damaged goods or packaging, your case might be rejected.
If your damage claim is accepted, we will send you an identical product within the shortest delay possible, unless another form of compensation has been agreed upon, e.g. an exchange for another product. If this is not possible, we will proceed to refund the payment.