Complaint

GENERAL INFORMATION

Should your order arrive damaged, faulty, or incomplete, please notify us as soon as possible. We will ensure a swift and fair resolution.

COMPLAINT NOTIFICATION

Complaints must be submitted in writing via email to: office(at)kscu.shop

Please provide us with the following information:

• Order number
• Name
• Email address
• Description
• Meaningful photos (e.g., product, packaging, shipping label)

Unfortunately, a complaint cannot be processed without this information.

DEADLINES

Please report obvious transport damage or production defects within 7 days of receiving the goods. Damage reported later may not be considered as part of the complaint process, as an inspection by our fulfillment partner or the shipping service provider may be difficult or no longer possible.

Regardless, the statutory warranty rights apply (currently 2 years from receipt of goods).

REVIEW & SOLUTION

After receiving your complaint, we will review your case. The decision on the type of processing will be made after reviewing the complaint.

RETURNS IN CASE OF COMPLAINT

Should a return be necessary, we will inform you separately about the further procedure. Please do not return goods independently and not without prior consultation.

DELIMITATION & NOTES

Complaints refer to defects that have not arisen through normal use. Material defects that only become apparent after proper use are not affected by this and will be examined on a case-by-case basis.

Excluded from a complaint are:

• normal, age-related wear and tear
• improper handling or care (e.g., deviation from care instructions)
• damage caused by external influences after delivery.