It is of course extremely frustrating if your order is damaged or becomes defective after (a short period of) use. In this article, we explain what you should do, depending on how long ago you purchased the item and whether you are still within the warranty period.
Warranty: when can you make a claim?
Does an item become defective within two years? In most cases, you can make a warranty claim. We are happy to help you find an appropriate solution. Please contact our customer service for this.
It is useful to have your order number to hand. That way, we can help you faster (saves some back-and-forth emailing).
If possible, include photos or videos
For damages or defects, we would like to receive photos and/or videos clearly showing the problem. This allows us to assess your complaint faster and prevents us from having to request additional information. A clear photo sometimes says more than a thousand words.
Defect or damage within 30 days? Register your return yourself
Does the problem occur within 30 days of receipt? Then you can usually register the item for return yourself via the return process of the relevant sales platform.
After 30 days: contact customer service
Does the problem occur after 30 days (i.e., outside the cooling-off period)? Then please contact our customer service. Together, we will look into what is going on and what the best next step is.
In summary
Is your item damaged or defective? Within 30 days you can usually register it yourself as a return. If it has been longer, please contact our customer service. If the defect occurs within two years, you can generally make a warranty claim. Don’t forget to include your order number and preferably photos/videos.