You will be informed of the outcome of your complaint by email no later than 30 calendar days if you are the end consumer.

Once the online complaint form is filled in, we will assess the product based on photos and inform you by email about the next steps.This may include refund, partial refund, replacement, expert evaluation, rejection of the complaint, or dismissal of the claim. The final way of handling the complaint is always made by the complaints department.

The warranty does not cover damage to the product caused by the customer, including but not limited to:

• natural wear and tear,
• soiling of the product or its parts,
• neglect of the prescribed care for the product,
• use of the product in conditions not suitable due to temperature, dust, humidity, chemical or mechanical effects of the environment where the product is normally used,
• tampering with the product by an unauthorized person (unauthorized repairs or modifications),
• use of the product contrary to the instructions, technical standards, other documentation, or contrary to the intended purpose of the product,
• mechanical damage such as tearing, cutting, burning, thermal damage, damage caused by improper handling, excessive physical stress, intentional scratching of the product’s surface layers, etc.,
• after the warranty period has expired.

For more information regarding product complaints, please see our Terms and Conditions.

For products purchased through our retail partners, you must contact the seller directly from whom you bought the product.

You can check the status of your complaint in your customer account or on the Complaint Status page. You will also receive an email once we start processing your complaint and when it is completed, including information about the resolution.

If you have already sent your complaint and have not received any email notification about its processing within 14 days of delivery of your package, please contact our customer service.