My item has cosmetic defects. What now? – Artsauna

Discovered scratches, dents or broken glass? That’s annoying – but easily fixable. In this article, we show you what information and photos we need and how to report the complaint in just a few minutes, so that we can check for replacement, exchange, or a suitable credit.

Reach your goal in 3 steps

Contact us in writing via email, WhatsApp or contact form.
Send photos of the defects and your order number.
Tell us your preferred solution: discount or replacement part (possibly exchange).

We usually respond within 24–48 hours. On public holidays and after weekends, it may sometimes take a little longer.

Important information for quick support

Order number
Brief description of the defect: Exactly where and what can be seen?
Your preferred solution: discount or replacement part/exchange
Photos/videos (see photo checklist)

How to contact us

Email to service@shop.artsauna.de
WhatsApp at +49 (0) 15560 287457
Contact form

Please send all information at first contact – this speeds things up the most.

From here, we take over

Checking your information & pictures
Solution proposal from us (e.g. discount or replacement part/possibly exchange)
Best possible implementation of your chosen option
Confirmation via email/WhatsApp

Possible solutions

Discount: If the item is usable but the defect is cosmetically disturbing. Amount depends on extent – we will propose a fair offer.
Replacement part: For exchangeable parts (e.g. front, cover, strip). We will send you the appropriate part – straightforward.
Exchange: If repair/replacement part is not sensible. We will coordinate collection and new delivery with you.
Return and refund: If none of the above solutions suit you.

Photo checklist so we don’t miss anything

1–2 photos of the entire item (overall view)
1–3 close-ups of the affected area(s)
Optional: short video if the defect is difficult to see in photos

Bright, even lighting helps. Smartphone photos are perfectly fine.

Good to know

Keep the pallet and packaging until everything is resolved.
State your preferred solution directly – this speeds up processing.
Large items/freight: We coordinate collections/appointments with you.