Please check a few points in advance to make sure that the product really has a defect. Sometimes there are very simple causes and there may be no defect at all:
- Please switch off the device and remove it from the power supply for a few minutes (pull out the power plug) and then switch it on again.
- Check if e.g. the batteries of the remote control (if available) are charged.
- For Bluetooth devices, delete the Bluetooth connection and simply re-pair your device.
- Check your user manual – you will find appropriate troubleshooting tips there.
We will be happy to assist you with troubleshooting!
Exchange/Repair
Within the warranty period, we will exchange or repair the product.
Please contact us by phone in advance. We will then arrange for a free pickup. Please have either the order number or the customer number ready.
For shipping, we ask you to secure the goods well against external influences, shocks, and other damage. Please use the original packaging for this purpose. You can find packing instructions here.
Please include a description of the defect and a copy of the invoice in the box.
Outside the warranty period, we will repair the product (depending on the error) – more information can be found here.
Collection by DHL (Germany):
You will receive a pickup link from us by mail. Please select this link and follow the instructions. You have the option to specify a pickup date and location.
The time window for mail pickups is Mon-Sat – it is the usual postman/parcel carrier who picks up the shipment after being instructed to do so; in this case, you are spared the trip to the post office. If you are not present on the agreed collection date for DHL parcel collections, the letter carrier will drop the selected number of return labels in your mailbox.
Collection by UPS (other countries):
We will instruct UPS for you to pick up your parcel on a day of your choice (Mon-Fri, 8am-6pm). For logistical reasons, this date must be one working day in advance.
Please contact us. We will arrange for a free pickup.
Collection by forwarding agency (all countries):
We will arrange for the forwarding company to pick up your parcel on a day of your choice (Mon-Fri, 10am-4pm).
Please contact us. We will arrange for a free pickup.
As soon as we have received and checked the product, we will either automatically send new goods or repair it.