After unpacking, I found that my product is damaged. What do I do now?

Oh no, your item arrived damaged? We are really sorry! But don’t worry – we’ll sort it out quickly. To help you as fast as possible, please proceed as follows:

Create a photo documentation

1. Overall shots of the item/the damaged parts
2. Close-up shots of the damage
3. Packaging if possible
4. For glass: additionally the protective packaging (e.g. polystyrene)

Describe what happened

• Which part is affected? For example, “left door side, 4 cm scratch”
• Does it affect only one part or the entire item?

Specify your preferred solution

• Price reduction
• Replacement delivery (complete) – exchange
• Spare part (if only individual elements are affected)

Contact us

• WhatsApp, contact form or email
• Please always include the order number

We usually reply within 24–48 hours with a concrete proposed solution.

What happens after your report

1. Review & follow-up (if necessary) – we look at photos & information.
2. Solution – depending on your preference & availability: discount, spare part(s) or exchange.
3. Collection – if necessary, we will organise the return.
4. Confirmation – you will receive an email/WhatsApp with all details (appointments, next steps).

Important notes for you

• Keep the pallet and packaging: Do not dispose of them until the matter is resolved – they help us with the process.
• Do not continue to assemble/use: Avoid consequential damage; this makes a quick solution easier.
• Courier delivery: Note visible transport damage immediately upon receipt (if possible) and photograph pallet/box.
• Safety first: Sharp edges, shattered glass, etc.? Please handle carefully and contact us immediately.

Frequently asked questions

Can I request individual parts?
Yes, often we send spare parts specifically if available – please indicate which part is affected based on the instructions (a photo also helps).

How long does a replacement delivery take?
That depends on the item and stock availability. We will provide a time estimate in the proposed solution.

Do I have to return the defective item?
If a complete exchange is necessary, collection is usually required.
We will inform you accordingly.