Complaints - Information, online complaint form

We have no interest in sending 'damaged' products, as it incurs significant costs for us and ultimately leads to your dissatisfaction, which is also distressing for us!
Aggression, pressure, and snarkiness won't speed up anything except for feeling bad for the next few days.
Over 70% of the offered goods are shipped directly from our suppliers, where oversights sometimes occur, which we will do our best to rectify!

The percentage of all reports where the damage occurred during transportation.

To avoid misunderstandings when submitting a complaint, please refrain from sending goods without prior contact with us. Just like you, we aim for the quickest possible resolution of complaints, so we kindly ask you to follow the procedure outlined below.

1. Take photos

Take as many photos of the product you want to advertise as possible. It will greatly assist us!

Read our guidelines on how to take photos of the advertised product; it's the most critical part of the documentation!
The maximum size of a single photo to upload is 8MB.
The more photos you send, the easier it will be for us to make a decision remotely.

Packaging (from a distance)

Before you begin:
- turn on the light in the room, or the flashlight, or stand closer to the window,
- blurry photos won't help us much, brace your phone or camera.

Take several photos of the packaging from different angles, ensuring that its edges reach the frame.

Filling / securing

Show us the materials used for securing, regardless of whether you have unpacked the product or it is still secured.

Product (from a distance)

Take several full-frame photos of the product. It doesn't matter where you take them.

Damage (close-up)

Take a close-up photo of the damage / defect, there may be several of them.

2. Fill out the form

Complete the online form or use the PDF version to fill it out manually.

The form significantly speeds up the complaint processing, please fill it out accurately.
Read other customers' questions. (scroll), Know your rights as well as your obligations.

3. Expect contact

Please await contact from the complaints department, which will inform you about the initiation of the complaint process via email.

Within 24 hours of receipt (on business days), we will send you a confirmation email regarding the registration of your complaint.
The complaint will be processed within the shortest possible time, not exceeding 14 business days.
We know you want to resolve the matter as soon as possible. So do we! Sometimes we have to wait in line for issues with our suppliers.

What happens after submission?

We understand that you're eager to start using the purchased item as soon as possible, so we'll briefly describe what happens next after you've made your report.

✓ We are verifying whether the submitted claim is complete and whether we can process the complaint in absentia (usually when there are missing components or the product has a factory defect) to expedite its resolution,

✓ If we identify a defect, we contact the manufacturer to verify the reported issue with the product. This is the longest part of the process because our suppliers are also foreign companies, so the response time is extended (even up to several days),

✓ In the meantime, we are checking how quickly we can obtain a replacement part or product, as well as what other solutions we can propose. It will be a few more days before delivery dates are confirmed or production departments and warehouses are verified,

✓ Immediately after obtaining key information, you will be informed about everything separately via a message from the complaints department. Obviously, each complaint is different, and the above scheme should not be relied upon.

We just want to show you that we are trying to resolve your request as quickly as possible ♥

Useful information

Please hold off on shipping the advertised merchandise. It's possible that we just need to send a replacement part or parts.
Please give us a few days to gather information and consult with the manufacturer so that the complaint process proceeds smoothly.
If necessary, for the shipment of the advertised goods, we will arrange the pickup with you.
Once again, please take the photos according to the instructions; it's crucial for a better understanding of the situation.

Thank you for taking the time to address matters that are crucial for a smooth handling of complaints.

Frequently asked questions

How long does a complaint take?

Decision regarding the consideration of a complaint - if the matter does not require inspection of the product - is often made by us within 24-48 hours. The process of exchange or sending additional elements may take from several days to sometimes several weeks if the product is in the process of production or delivery. Please be patient, we really act as quickly as possible.

Why do I need to fill out a damage report?

The damage protocol is our only document recognized by courier companies as the basis for filing a complaint in case of shipment damage. Although it's not your problem, you're helping us to recover a portion of the compensation for the damage, which often doesn't cover the cost of purchasing a second item we're sending back to you, as well as the additional shipping costs.

Can I return a damaged product?

If it has not been 14 calendar days since receiving the shipment and you purchased the item as a Consumer, you may exercise the right of withdrawal. If these conditions are not met, you may demand repair or exchange for a defect-free product. Termination of the agreement is only possible if repair is not possible. *Legal basis of Consumer Rights Art 43d.
*The legal basis of Consumer Rights Art 43e.

Are the products under warranty?

Our store offers products from manufacturers and importers, some of which provide a warranty for the product or its components (e.g., LED). If a product has a warranty, it will be provided in paper form along with the product. If you wish to invoke the warranty, you must possess it to know its provisions and conditions.