You want to send us a complaint or want your disana article to be repaired?
First, these are the main points:
- Please check if it is a real complaint or if the customer is obliged to pay the repair.
- We better repair than replace the article.
- Please talk to us before returning an article to us.
- Something like “bad wool” doesn’t exist and no woollen article shrank by itself.
We as the manufacturer are often liable for a complaint. It is a complaint, when the article is already defected with the purchase – even if it’s discovered later.
The customer is obliged to pay a repair. That’s in case of damages which are cause through wear and tear.
In case of a complaint, you as a retailer are obliged to act by law. A repair is a mere service, to which there’s no claim.
Sometimes it’s not easy to differentiate if it’s a case of complaint or repair.
That’s why we’ve created a small advisor which is supposed to help you with this decision: