Processing of warranty claims
And if something goes wrong anyway?
Despite our high quality standards, products may prove to have unforeseen defects or deficiencies in isolated instances.
But you don’t need to worry - we won’t abandon you!
Products purchased from us carry a 24-month warranty. In the case of a defect, we will provide you with fast, unbureaucratic assistance. The procedure to follow is described below:
Please notify us of the defect by email (firstname.lastname@example.org). It is always helpful for us to receive a few photos illustrating the problem! Please also provide your telephone number so that we can call you back.
We will contact you within 24 hours (on weekdays) to discuss all the details. Depending on the extent of the problem, one of two possible procedures will then be implemented:
The problem is caused by a single faulty part which can easily be replaced.
In situations like this, we send you the required spare part by DHL parcel service so that you can substitute it yourself. You may receive a pre-paid return label for returning the faulty part to us.
We will of course clarify with you beforehand whether replacing the part yourself is a feasible option.
The defect relates to the product as a whole and cannot be resolved by means of simply replacing a part.
In this extremely unlikely event, we will arrange for the product to be collected by a freight forwarder, repair the defect at our specialist workshop and return the product to you after testing or send you a new replacement product via freight forwarder.
In this case, you will need to strap the product to a pallet for transportation by the freight forwarder. The handling process takes around one week.
We regret that we cannot bear any costs incurred due to product downtime.
In the case of warranty claims, we do of course bear all costs incurred! When in doubt whether warranty cover applies, we always decide in FAVOUR of the customer. Goodwill towards our customers is one of our top priorities.
Even in cases where it is obvious that the defect is not covered by warranty, we endeavour to offer affordable solutions based on not charging for labour, but only for the spare parts themselves.
We’re only happy if you are!