Defective or Faulty Product

1. Check the defect

Before you report a complaint, please check:

• whether the product was used correctly according to the instructions
• whether the defect was there from the start or only appeared after some time

Examples of what counts as a defect or quality flaw:

• manufacturing defects (incompletely formed edges or gaps from the injection molding process)
• material defects (cracks, bubbles, discoloration without external cause)
• breaks or missing parts
• a significant deviation from the description/photos (e.g. incorrect material thickness)
• unusually fast wear under normal use within a short period of time

Normal signs of wear after extended use generally do not count as a quality defect.

2. Prepare information & photos

To assess the case, we need:

• order number
• name of the product
• a description of the defect (what exactly, since when, under which circumstances?)
• photos or video from several angles:
  • overall view of the product
  • detailed photos of the affected area(s)
  • if applicable, a comparison with an unaffected area

The better the documentation, the faster we can decide how to help you.

3. Report the defect

1. Open our support form.
2. Enter your contact details and order number.
3. Describe the defect as precisely as possible in the free text field.
4. Upload your photos and submit the form.

4. Review & possible solutions

Our team will review your complaint. Depending on the case, we can offer you:

• replacement with a fault-free product
• price reduction/credit
• full refund after return

We'll get back to you with a concrete proposal and let you know whether a return is necessary. For this, you'll receive a return label from us.

5. Important

• Please report defects as soon as possible after receipt so that we can attribute them to shipping or production.
• Keep the packaging and product until the case has been fully resolved – they may be important for the review.