Complaint Submission Rules

To ensure your request is handled quickly and efficiently, please submit your complaint using the complaint form available on our website. Completing the form ensures that all necessary information is provided, which significantly speeds up the processing time.

When submitting a complaint, please provide the following details:

• First and last name / Company name
• E-mail address and contact phone number
• Order number
• Product name / symbol
• Delivery date
• Quantity of the defective product
• Description of the defect or problem
• Date of complaint submission
  Name of the person
• submitting the claim

To allow for a thorough assessment of your complaint, please attach photos or videos documenting the following:

• The visible defect or damage
• The entire product and its components
• The packaging (if applicable)
• The label on the box from which the product originated
• The product serial number (if available)

Providing these materials helps shorten the analysis time and usually allows us to make a decision without the need for the product to be sent back.

Complaint Submission Deadlines

Complaints may be submitted as follows:

• Quality-related complaints – within the product warranty period.
• Quantity-related complaints – no later than 7 days from the date of delivery.

We encourage you to report any issues immediately after they are discovered to ensure the most efficient resolution possible.

Complaint Processing

Upon receipt of a complete submission:

• We will confirm receipt of the complaint within 2 business / working days.
• The complaint will be processed within 14 calendar days.

In exceptional cases, the processing time may be extended, particularly if additional testing, external analysis, or consultation with independent bodies is required. In such instances, we will promptly inform you of the extension and the new estimated response date.