Faulty item? How to make a claim
The right photos make it quickest
The photos we need from you
So that we can process your claim quickly, please send us the following along with your order number:
- a photo of the complete item
- a close-up of the fault or damage
- if available: a photo of the shipping box showing the item number
What happens next
- Let us know what you would like: an exchange, a replacement or a refund.
- Depending on the case, we may ask you to return the item for inspection – we will email you the returns label.
- Once the item reaches us, we will inspect it and arrange a replacement or refund as quickly as possible.
Without the item being returned, an exchange is generally not possible – we need the faulty item for inspection.
For electrical items, it helps us to know whether the product is controlled by a thermostat or another device.