In general, we handle all complaints according to the legal guarantee. Most importantly, we must be your first point of contact if you have any problem with a product or order.
What is the legal guarantee?
All products are subject to a 24-month legal guarantee which begins when your order is delivered to you. If a product is found to be faulty within the first 24 months, then you have the right to complain and we must offer a repair, a reduction in the purchase price or delivery of a replacement. We would like to point out that independent repairs carried out without our consultation will not be reimbursed.
The legal guarantee applies to material defects only, i.e., manufacturing and product defects that exist on the date of delivery. Damage caused by improper assembly or use, modifications, insufficient care or wear and tear is excluded from the guarantee.
You’ve discovered the product purchased from us is faulty
To submit a complaint, please contact us using the same email address as when you placed the order with the following information:
- Order number
- At least two pictures or videos — one of the whole product and another showing the defect/problem. We will also need the serial or frame number if the product has one.
- A brief description of the problem and how it occurred.
Once we have all the information needed, we will record and process your complaint. We will then contact you again with a selection of solutions and/or the next steps. Depending on the volume of requests we are receiving at the time, it may take some time to process the complaint. Please refrain from sending more requests, as this will only prolong our response time.