Claims & returns
I ORDERED THE PRODUCT BUT...
The received goods are damaged
When receiving the goods from the shipping company, please check the delivered goods carefully. Do not agree to take over the shipment if it shows signs of damage.
If the goods are damaged or the shipment is incomplete, although the packaging is intact, the recipient is obliged to file a warranty claim within 3 business days of delivery of the shipment by sending an email to firstname.lastname@example.org. Our staff will contact you on the next business day for further information. Late warranty claims will not be taken into account.
The product stopped working as expected within 2-year consumer warranty
Contact our customer care team (email@example.com) and describe the problem. The team will provide you with complete and expert information, tell you if it is really a defect and whether it can be removed by self-help or if you need to initiate a warranty claim procedure.
The product stopped working as expected after 2-year consumer warranty expired
Contact our customer care team (firstname.lastname@example.org) and describe the problem. The team will provide you with complete and expert information, tell you if it is really a defect and whether it can be removed by self-help.
While contacting our team, we recommend that you attach:
- a copy of the purchase receipt or another document proving the purchase of the goods
- order number found on the order confirmation email
- a description of the fault and your contact details
No consumer rights can be applied to gifts that are provided free of charge.
WARRANTY CLAIM PROCEDURES
If you are a consumer, the warranty claim will be settled within 30 days. In case you are not a consumer, we will try to solve the warranty claim as soon as possible. All warranty claims are handeled in one of the following ways:
- Customer gets a new product
- Customer gets a replacement spare part (e.g. new motor for robot)
- Customer gets a refund