What has happened?
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Damaged or incomplete parcel
Write to us with the order and the items received. Photos of the packaging, label and product help; keep the packaging if you can.
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Wrong item
Tell us the reference you received and the one you ordered. Do not send anything back before you receive our instructions.
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Faulty product
Describe the symptoms and circumstances. Stop using a potentially dangerous product.
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Delay or “delivered” status
Check the tracking and whether an authorised person accepted the parcel, then report the discrepancy straight away.
What we do
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We acknowledge your message
And ask for any missing information.
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We choose the right procedure
Consumables, electrical devices and furniture are handled differently; we will never ask you to transport a dangerous product in an unsuitable way.
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We offer a solution
Delivery, repair, replacement, price reduction or refund, depending on the situation and your rights.
Keep a record
Keep the written exchanges. A credit note is never imposed instead of a refund that is due. If you disagree with our answer, ask for a review and see Complaints and mediation.