Filing a product complaint – step by step
Is your product damaged or not working properly? Use our online system to report the issue quickly.
You’ll find the detailed conditions in the Manuals and Warranties section. All of our products are covered by a 2-year warranty.
When can you file a complaint?
- The product doesn’t work or is faulty
If the product won’t switch on, has stopped working during use, or one of its functions is failing:
- Describe the fault: Give us the details and tell us how we can reproduce the problem.
- Add media: Photos and videos significantly speed up the complaint-handling process. You can paste a link to a video (e.g. from Google Drive or YouTube) into the description field.
- Keep it clean: Please make sure that the product you are sending back is clean. If we receive a soiled item, our service team may ask for your consent to paid cleaning, or return the soiled product to you without repair.
- The parcel was damaged in transit
Always check the condition of the packaging when you accept a parcel.
- Visible damage? Fill in a damage report in the presence of the courier.
- Has the courier already left? You have 7 days to report the damage to the carrier and have a damage report drawn up.
- Collecting from a pickup point or parcel locker? Report the damage on the spot – in the app at the locker or to the pickup-point attendant.
As soon as you discover a defect, fill in our form without delay. In your report, include photos of the damage and the numbers of the damaged or missing parts (you’ll find them in the user manual).
How to fill in the form correctly
Filling in the fields below correctly will allow us to process your complaint more quickly:
- Order number: Enter digits only. You’ll find the number in the confirmation email or on the sales document (in square brackets).
- Email address: Use the same address that was used at the time of purchase. We’ll send you updates about your complaint to that address.
- Product name and model: You’ll find these on the purchase document or in your order confirmation.
- Reason for the complaint (select from the list):
- Mechanical damage – the product you received is physically damaged.
- Incomplete product – items are missing from the set.
- Product does not match the order – the item you received is different from the one shown in the description or photo.
- Faulty product – the item does not work properly or has broken down during use.
- Return shipping address: Provide the address to which we should send the repaired or replacement item.
What happens next? After you submit the form, you will receive a message from us within 1 business day with further instructions.