You have received your order and are ready to get started, but while unpacking you discover that something is missing. That is incredibly frustrating!
Don’t worry, we will of course resolve this for you. To help you as quickly as possible, we do ask that you take immediate action.
Check immediately upon receipt
It may sound strict, but it’s very important: check the contents of the box straight away as soon as you receive the package.
Don’t wait until you actually need to use the product. If you only discover after 2 weeks that something is missing, it becomes very difficult for us to find out what happened in the warehouse or during transport. The sooner you report it, the quicker we can resolve it.
What do you need?
Before you contact us, please prepare the following:
- Take stock of what’s missing: Grab the manual and carefully check which specific part or accessory is missing.
- Take photos: Take a few clear photos of the opened box and the parts you have received. This helps us to properly assess the situation.
The solution: Two options
Have you identified what’s missing? Then contact us. Together we will look for the best solution:
Option A: Can we send the part separately?
For some products, we have the option to send small, separate parts (such as a specific adapter or screw).
We are happy to check for you if we have this specific part in stock. If so, we will of course send it to you immediately and free of charge.
Option B: Return for a refund
If, unfortunately, we cannot supply the part separately, you may return the entire (incomplete) order to us free of charge.
As soon as we have received and processed the return, we will refund the full purchase amount to your account. You can then, if you wish, reorder the product for a fresh start.
In short: let us know straight away, and we will immediately see what we can do for you!