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What to do if a product is defective

How to preserve evidence, documents and packaging, and prepare for an independent product examination.

First steps

Keep the product, packaging, receipt, instructions, warranty certificate and correspondence with the seller. Photograph and film the defect before repairs or any work you carry out yourself.

do not open the product without documenting it;
do not discard the packaging or markings;
keep the seller's or service centre's response;
prepare photographs of the defect and the product's overall appearance;
describe when and how the defect appeared.

Inquiry

Send product photographs, documents and a description of the defect

You can send a receipt, order, product listing, warranty certificate, claim, seller's refusal, service centre report, and photographs of the packaging, markings, defect and signs of use.

for a consumer — establish the presence of a defect and its cause;
for a business — examine returned goods and assess its position on a claim;
quality checks, specialist opinions and report reviews;
marketplaces, shops and service centres.

Task You are contacting us as Your name Contact phone number or email * Product Briefly describe the defect and dispute * Attach photographs, receipt, claim, refusal or report

Up to 10 files of 10 MB each, with a total limit of 15 MB. Keep photographs of the defect and purchase documents; arrange transfer of the product itself separately.

I give consent to the processing of my personal data for the purpose of considering and responding to my enquiry.

How data is processed: Personal Data Processing Policy. Attach only materials relevant to the examination; redact unnecessary data about other people.

Leave blank

Before inspection, it is advisable to keep the product, packaging, markings, receipt, instructions, correspondence and the seller's record or refusal.

Attachments: up to 10 files of up to 10 MB each, with a maximum combined size of 15 MB. If a file is rejected, the enquiry is not sent.