Do you have a complaint?

Your satisfaction is important to us. Therefore we want to make the complaint process as simple and transparent as possible for you. On this page you will learn how to proceed if your delivery is incomplete, damaged or faulty. Step by step we explain to you which information we need for processing and who you can contact. This ensures that your concern is checked promptly and handled reliably.

How do I know if my shipment is complete?

Please always check your delivery for completeness. On our packing slips you will always find details of the full scope of the shipment. Usually you will find the packing slip on the pallets or directly in the carton. Please check using this to determine whether the shipment is complete.

I was delivered the wrong product or shipment. How should I handle it?

Please inform your contact in Sales about the contents of the shipment. Our shipping department will arrange the pickup and delivery of the correct goods. Please have the incorrectly delivered shipment ready for pickup — there will be no additional shipping costs for you.

Important information:

If you have made an error with the order, we request that the goods „Frei Haus“ be returned. However, please also contact your contact in Sales before returning the goods.

The content of my shipment is damaged. What can I do?

Please note immediately the damage and the license plate of the delivering driver on the carrier handover receipt (consignment note) and have the driver confirm the whole thing. If possible, send this confirmation to us together with a photo of the damaged shipment.

We will contact you after reviewing your damage report to discuss the next steps.

Important information:

If there is no note on the carrier handover receipt, the delivery is deemed to have been delivered, inspected and accepted by the carrier and its insurer. The liability claim for obvious defects is hereby voided. Please do not let us be left with the costs.

What should I do if there is a technical fault with the goods?

To process the complaint, we need the following information from you:

Photos of the respective labels on the packaging (cardboard, pallet, etc.)
Photos of the goods showing the technical fault in advance
Quantity of the affected items
Samples of the defective goods for testing the technical fault. Samples of products with a technical fault will be collected free of charge.

We are happy to advise you

I am happy to advise you.

Nina Gündling & Moritz Joa

Support Complaints

To the contact form

+49 (0)621/3227213