What can I do if I disagree with a decision about my order or claim?

I understand that it can be frustrating when a decision doesn't turn out as you had hoped. We always strive to assess claims fairly and according to our established guidelines, so that every customer is treated in exactly the same way.

While we maintain a clear and consistent approach to ensure consistency within our company, our goal is to reach a clear resolution together.

What is important to know about our working method:

• Careful assessment: Before we make a decision, we thoroughly review all provided information, such as photos and the description of the situation.
• Final decision: Once we have made a decision based on our policy, it is essentially final. There is no possibility to appeal a decision or request a reconsideration.
• No renewed discussion: To ensure efficiency and equality for all our customers, we do not reopen discussions on matters that have already been fully assessed and concluded.
• Equality first: By adhering to these decisions and strictly following our rules, we prevent arbitrariness and ensure that every customer is treated in exactly the same way.

If you are dissatisfied with the outcome, we appreciate your feedback on our process, but the substantive decision regarding the specific claim will not be reconsidered. We hope for your understanding of this clear course.