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I have opened a service request. What happens next?
We know that filing an after-sales service request for an incorrect, defective, broken, or malfunctioning product can be frustrating. That's why we are committed to explaining the process to you step by step, to avoid any unpleasant surprises.
Step 1 – Review of your request
Your request will be reviewed by our after-sales service team within48 business hours. This timeframe may be slightly extended during periods of high activity (peak season, sales, holidays) or interruptions (between Christmas and New Year's Day).
In order to fully understand the situation, you may be asked to provide additional information or photos (e.g., photos of the product, packaging, label, serial number, etc.) as well as details of the circumstances in which the damage occurred.
Step 2 - Verification and claims
Once your request has been analyzed, we will carry out the necessary checks:
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Claim with the manufacturer ( supplier ) for any defect or anomaly found on the product.
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Internal checks (batch number, order preparation, logistics history).
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Contacting the carrier if the damage appears to have occurred during transport or delivery.
These checks enable us to establish who is responsible and determine the most appropriate solution for the situation.
Step 3 - Resolution
Depending on the results of the diagnosis and in agreement with the supplier or the manufacturer, several solutions may be considered:
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Replacement of the product,
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Exchange for an equivalent model,
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Repair, if applicable.
⚠️ No automatic returns or refunds will be made as part of the after-sales service.
Each case is handled individually based on thediagnosis and the applicable warranty conditions.