Product complaints
CLAIM PERIOD
The customer has the right to submit a claim regarding a product that does not conform to the contract within 2 years from the date the product was received.
A claim may relate to a manufacturing defect, material defect, malfunction, or another case where the product does not conform to the contract and the issue was not caused by improper use of the product by the customer.
SUBMITTING A CLAIM
The customer submits a claim directly for the relevant order through the store’s claim system.
When submitting a claim, the customer should:
- select the product related to the claim;
- describe the problem;
- if possible, attach photos clearly showing the defect or damage.
Photos will help our Claims Department assess the problem more quickly and offer an appropriate solution.
If we need additional information, photos, or the product itself to review the claim, our Claims Department will contact the customer.
AUTOMATIC CLAIM PROCESSING
After the claim is submitted:
- The claim is automatically saved in Shopify and linked to the relevant order number and product.
- An individual claim number/ID is assigned.
- The claim details, description of the problem, and photos provided by the customer are automatically sent to the Support Department email address.
- The customer automatically receives confirmation