What happens if the proof of a damage claim is insufficient?

When the evidence of the damage is insufficient, we unfortunately cannot process or acknowledge the claim. It is therefore crucial that you provide the correct information immediately.

If the evidence does not meet the requirements, the following consequences apply:

• No acknowledgment of the damage claim: Without clear photos of both the outer packaging and the product itself, we cannot determine whether the damage occurred during transport or if it is a manufacturing defect.
• No reimbursement of return costs: A claim is only acknowledged by us if there is sufficient evidence. If the claim is not acknowledged, the return shipping costs are at your own expense, and you cannot use a free return label.
• Rejected claim with the delivery service: We need photos of the box to claim the damage from the delivery service. If you have already discarded the packaging or do not have images of it, it is very difficult for us to successfully complete the claim.
• Regular return: In cases where the damage cannot be demonstrated or acknowledged (for example, with slight cosmetic features or handmade variations), the request falls under the regular return procedure. This means you may return the product within the 30-day reflection period (if residing in the EU), but you are responsible for the shipping costs and secure packaging.

Avoid problems and always ensure:

1. Clear photos of the outside of the box (especially in case of visible damage).
2. Photos of the contents and the specific damage to the product.
3. Provide context. When did you discover the damage, have you already used the product, etc.