Complaints

The contractual partner is entitled to submit a complaint to:

• Material defects of the products,
• Discrepancy between the delivered products and the order,
• Transport damage.

Complaints regarding the quantity delivered must be made within 5 working days Claims must be submitted in writing or by email upon receipt. The seller undertakes to process quantity complaints within [timeframe]. 14 working days to be examined, provided the complaint is complete.

Complaints regarding the quality of the products can be made within 2 years Claims can be made from the delivery date. Quality complaints will be processed within [timeframe]. 30 working days checked.

Quality complaints (e.g., smell, color, consistency, segregation) will only be accepted if:

• the product was stored properly,
• the product is unopened and unused,
• the complaint at the latest 7 days after the defect has been identified,
• Batch number and photo documentation are available.

The complaint must contain at least the following information:

• Order number,
• Product name,
• detailed description of the defect,
• Photo documentation (if available),
• desired type of processing (replacement, price reduction, refund).

If a complaint is accepted, the seller can:

• replace the product
• reduce the price,
• refund the amount paid.