It's unfortunate that there is something wrong with your purchase! We completely understand that you want this resolved as soon as possible, so you can use your product again.
To guide you in the right direction straight away, we distinguish between a fault within the inspection period and a fault outside the inspection period.
Within the inspection period (up to 30 days)
Was your order delivered less than 30 days ago? Then you are still within the so-called inspection period.
In this case, you can arrange the return yourself most quickly. You do not need to contact customer service for this.
- Go to our returns portal (you can find the link in your shipping confirmation or on the website).
- Register your item for return and select 'faulty' as the reason.
- Follow the instructions on the screen to return the package free of charge.
Outside the inspection period (after 30 days)
Has it been more than 30 days since you received the product? Our customer service team will be happy to help you with an appropriate solution under the warranty.
To avoid unnecessary back-and-forth emails and to help you properly in one go, we ask you to follow the steps below before contacting us.
Take photos or a video
A picture says more than a thousand words. Before you get in touch, it is important to document the fault.
- Take a few clear photos showing the damage or fault clearly.
- Is the problem difficult to photograph (for example, a strange noise or a button that doesn't work)? Then make a short video and send it as an attachment or as a WeTransfer link.
Describe the problem
Take a moment to think of a clear description. "It doesn't work" is often too vague for us to find the cause.
- What exactly isn't working?
- When does the problem occur?
- Have you already checked the steps in the manual?
Share your details and evidence
Make sure you have the following details ready or include them when contacting us:
- Your order number: This is your proof of warranty (see your purchase confirmation).
- The description: Tell us what is wrong (as described in step 2).
- The evidence: Upload your photos or video straight away.
All done!
As soon as we have received your report with all the information, our team will get started for you straight away. We will assess the fault and get back to you as soon as possible with an appropriate solution.