At PiNNED by K we try our very best to deliver you your order in perfect condition. However, every now and then it might happen that an item gets damaged during transport or due to another incident that you can claim under warranty. Legally, you are obliged to report any damages to us within two months after having detected the defect. Should the defect fall within warranty, we will of course take care of the repair or provide a replacement free of charge.
In case you have a complaint, please contact us as soon as possible by sending an e-mail to firstname.lastname@example.org so we can find a fitting solution together. Your e-mail will be answered within 14 days from the day of receipt. In case your complaint has a foreseeable longer processing time, we will still reply on your e-mail within 14 days to confirm that we have received it and we will give you an indication of when to expect a more detailed answer.
As of 15 February 2016, customers in the EU can file a complaint through the ODR platform introduced by the European Commission. You can find this platform on http://ec.europa.eu/odr. If your complaint is not yet under consideration elsewhere, you are free to file your complaint through this platform.