What if my product turns out not to be broken?
Sometimes our inspection reveals that a product is not defective at all. In that case, we charge a handling fee. This article explains how that works and how you can avoid it.
€15 handling fee
If a product turns out not to be broken after our inspection, we charge €15 for the handling costs incurred. Reason: our service technicians spent time on the inspection, the package was shipped and received again, and we processed the claim.
Why this works this way
A double-check on your defect never hurts. Our policy encourages you to check first whether there is a simple solution before filing a claim.
How do you avoid these costs?
By doing some checks yourself first:
- Try a restart: turn the product off and on again
- Check the battery or power cell: a dead battery sometimes looks like a defect
- Reconnect: for wireless products, re-pairing may help
- Check the instructions: the help center or product page often provides a solution
- Unsure?: contact us before sending it in. We can often help you remotely
What if I'm really sure?
Send it in through the usual route. We assess it and give you clear feedback. If you're in doubt, you can always call, email, or chat with us first.
This policy applies to products that are returned as warranty claims.
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