Submit a claim
How long does it take to process my claim?
How long does it take to process my claim? We strive to start processing the claim on the next business day. Our after sales team will contact you within 3–5 business days. The processing time for claims varies on a case-by-case basis. Please wait for the after sales team to contact you before taking any other measures.
Why am I being asked for photos of the product and/or product and shipping packaging?
The claims process cannot be started with the manufacturer or shipping company until we have photos of the product and its defect or damage. If the shipping package shows dents or indications that damage has occurred during transport, we need a photo of it. The recommended image format is JPG.
Can I just return the product and request a refund?
Our customers have the right to return a product within 30 days of delivery, when the returning products meet our return policy. In case of return, you can register your return by signing in to My Account. If there is a defect or a damage on the product, please proceed to submiting a claim on this page. You will receive more detailed instructions when the claims process has started.
I have no longer the packaging for the product/shipping. How can the matter be resolved?
The damaged shipping package should always be kept, but the matter can usually be resolved even if the packaging is missing. Can you describe whether the product packaging of shipping packaging had any visible signs of damage?
My ordered product is missing screws or some other part. How can I get them as quickly as possible?
We need as precise information as possible about which part(s) are in question. A clear photo of the fault (for example, a photo of the product installation or assembly instructions). If the product or product packaging has a manufacturer’s serial number (sticker, PO number, etc.), please also take a picture of it and attach it to the form.
