Complaint Procedure

• After receiving your complaint (including a photo and your order or customer number), we usually ask you to return the item. A return label will be provided.
• Once the item arrives at our warehouse, our warranty team or the manufacturer will assess your complaint.
• Epplejeck or the manufacturer will determine whether the complaint is justified and whether the item will be repaired, replaced, or refunded.
• You will always be informed of the outcome, whether the complaint is accepted or declined.
• If your complaint is justified, we will cover the return shipping costs via the return label we provide.
• If the complaint is unjustified, the return shipping costs will be at your expense.
• In the case of an unjustified complaint, we will assess whether the item can still be repaired and inform you of the potential costs. You can then decide whether you would like to proceed with the repair.