Complaints

At POMPdeLUX, quality is our first priority. But if you unexpectedly do find that your product has an error or defect, your purchase is covered by the Sale of Goods Act, which gives you a 24-month warranty on all products.

So if a product is damaged or defective, you can make a return. You can use the enclosed return form to return your defective product and we will examine the complaint when we receive it. Naturally, return shipping is free as long as the complaint is accepted - just use our prepaid return label. You can print a prepaid return label from "My Page".

You must file a complaint within a “reasonable time” after discovering a defect in the item. We recommend that you complain as quickly as possible, and within 2 months of discovering the fault. 

If the claimed item cost less than EUR 32.99, send our customer service an email containing your order number, a photo and a description of the defect on the product. We will then contact you by email about how to proceed.

That way we can offer you a solution to the problem based on your information as fast as possible.


1. FILL OUT THE RETURN FORM
Use the return form that arrived with your order. If you can’t find it, you can print a new one on My Page.

2.  PACK YOUR PRODUCTS
Enclose the completed return form in the package.

3.  ATTACH LABEL TO PACKAGE
You can print our pre-paid return label on “My Page”.  The Return shipping is free (as long as the complaint is accepted), if you use the prepaid return label.

For orders inside of the EU: Attach the return label to your parcel – return label can be found here.  

For orders outside of the EU: You will pay the postage – however, we will refund a maximum of EUR 28 in shipping fee for the return of faulty items.              

4. SEND THE PACKAGE BACK
Drop the return package off at the nearest delivery location - the return label tells you which distributor to use.

5. IS THE COMPLAINT OK?
When we receive your return, we will evaluate the complaint*. If the complaint is approved, a new product will automatically be sent to you if we have it in stock. If the item is sold out, the paid amount will automatically be credited to your account. You will receive an email when your claim has been processed.

* If your complaint is rejected, you will be contacted by email.

Note:
For complaints regarding “Free Gift – promotional product” we refer to the section Promotional Products, under Returns.