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# Defective Order

# Defective Order


### What if the product is defective?
Although we always produce and package our products with care, it can unfortunately happen that a product arrives damaged or defective.
In that case, we follow the procedure below:


### Report within 5 days
Any defect or damage must be reported to us within **5 days after delivery**. Unfortunately, reports submitted later than this cannot be processed.


### Required photos
To properly assess the complaint and resolve the issue quickly, we require clear photos of:
* **A photo of the outer packaging** (with the DHL label clearly visible). Please include an overview photo so we can also assess any external damage.
* **A photo of the inner packaging**, including the protective or filling material as it was received
* **Photos of the damage to the product**, including both a close-up and an overview photo, showing how and where the item was placed inside the packaging


### Assessment and solution
If the report (including photos) is received within 5 days, we will arrange a reprint of the item.
If the report is submitted later than 5 days, we are unfortunately unable to file a claim with the carrier.
In that case, we cannot fully compensate the defective item, and the right to a reprint will no longer apply.