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The product is damaged or defective.

Table of contents

  1. What you should do now
  2. How the complaint process works
  3. Required information for a request

1. What you should do now

  • Take photos of the damaged or defective product.
  • Also photograph the outer packaging with the shipping label clearly visible.
  • Keep the product and original packaging until the complaint is resolved.
  • Do not dispose of the product, as additional information or photos may be required for the review.

2. How the complaint process works

  • Submit your complaint using the form below.
  • Describe the affected product, the number of affected items, and the type of problem.
  • We may then ask you for additional information or photos by email.
  • Possible solutions depend on the specific case and may include, for example, a refund, an exchange, or a reshipment.
  • We will inform you by email about the decision and the next steps.

3. Required information for a request

  • Order number
  • Product name or EAN
  • Number of affected items
  • Type of problem
  • Date of receipt
  • Preferred solution
  • Please have photos of the product and packaging ready
Das hat mein Problem gelöst