Complaints and Guarantee
We value your satisfaction with our products and strive to provide exceptional service. Please read the following information regarding complaints and guarantee coverage:
- Complaints:
Contact Us: If you have any concerns or complaints about your order, please contact our customer service team at [customer service email/phone number]. We are committed to quickly addressing your problems and finding a satisfactory solution.
Timely Notification: To ensure a quick fix, please report any complaints within [X] days of receiving your order. Add your order number and detailed information about the problem.
EU ODR Platform: From 15 February 2016, consumers in the EU also have the option to register complaints via the ODR (Online Dispute Resolution) platform of the European Commission. The ODR platform can be found at http://ec.europa.eu/odr . If your complaint is not yet dealt with elsewhere, you are free to file your complaint through the European Union platform.
- Warranty Coverage:
Duration: Our products come with a limited warranty of [X] months/years from the date of purchase. This guarantee covers manufacturing defects and problems arising from normal use.
Exclusions: The warranty does not cover damage caused by misuse, improper care, accidents, unauthorized modifications, or other factors unrelated to the manufacturing process.
Claim Process: To file a warranty claim, please contact our customer service team. Deliver proof of purchase, a detailed description of the problem, and any relevant photos. Our team will guide you through the guarantee claim process.
Solution: If your product has a valid warranty claim, we will repair or replace the item at our discretion. If the exact product is no longer available, we can offer a suitable alternative or provide store credit.
- Customs Duties and Responsibilities:
Customs duties: Be aware that customs duties can be levied, especially for orders shipped to locations outside the European Union. We are not responsible for these rights. For any questions about customs duties, please consult your local customs office.
Responsibility: Customs duties are charged by your local customs office and are not included in our invoices. We are not able to monitor or affect these costs. All customs-related concerns or questions should be addressed to the relevant customs authorities.
For further assistance or clarification regarding complaints, warranty, or customs-related matters, please do not hesitate to contact our customer service team.
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