Complaints & warranty
Products are covered by the manufacturer warranty and 4REF service handling. Consumers and businesses with consumer rights also have statutory conformity rights.
Warranty and statutory rights
The manufacturer warranty covers physical defects according to the warranty document and is serviced by an authorised partner. Consumers and businesses with consumer rights may also use statutory conformity rights. For professional B2B purchases, the manufacturer warranty and 4REF service apply; statutory seller liability is limited as described in the terms.
Filing a complaint
File via dashboard → Complaints → "File a complaint". Describe the fault, attach photos or a short video and choose your preferred resolution: repair, replacement or refund.
Have your order number or invoice and the unit serial number ready — it speeds things up. A free shipping label is included with the request.
Resolution time
Complaints are handled within 14 days of receipt. We email you on every status change and you can track progress in your dashboard.
Transport damage
Parcel arrived dented? Snap a quick photo of the packaging and the product and let us know — we'll take it from there. A damage report signed with the courier helps a lot, but it isn't the only proof.