Report a defective product
Arrived damaged or broke later? We'll check it! If it's covered by the warranty, you get a free replacement. You report it yourself in the returns portal up to 180 days after delivery.
Delivered less than 180 days ago
Then report the defect directly in the portal. Have 1 to 2 photos ready, then it takes two minutes.
- 1 Enter your order number and email address in the returns portal. The number starts with AS.
- 2 Select the affected item.
- 3 Choose "Defect" as the reason and upload the photos.
- 4 We review your report.
- 5 After the review, your replacement ships free of charge.
Ideally one overall shot and one close-up of the affected spot. That saves you a follow-up question from us.
Delivered more than 180 days ago
Your claim isn't gone, the warranty runs for 2 years. After 180 days we just don't check automatically any more, but look at the case individually.
- 1 Open the contact form.
- 2 State your order number and the affected product.
- 3 Describe what exactly is broken and since when.
- 4 Attach 1 to 2 photos of the defect.
The more complete your details, the less often we need to ask. You'll get a reply within 24 hours on working days.
Product just doesn't fit?
That's not a defect, but a case for exchange or return. Both work for 30 days from receipt.
Frequently asked questions
What does it cost me?
Nothing. The replacement is free for you.
Where do I find my order number?
In the order confirmation you received by email. It starts with AS.
Do I have to send photos?
Yes, without photos we can't assess the case. One overall shot and one close-up of the affected spot are enough.
How long does processing take?
Usually 2 to 5 working days after your report.
A part was missing in the package, is that a defect?
No, that works differently. Write to us via the contact form with your order number and what was missing. We'll send it free of charge.
I ordered via Amazon — does that work here too?
No. You report a defect on an Amazon order directly to Amazon. The same goes for all other marketplaces.
