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Complaints 

At Pirscher Shop and our manufacturers, we always strive to offer the best quality in our products. However, unfortunately, mistakes do sometimes slip through. At Pirscher Shop, we communicate openly about complaints. Here you will find all the information you need on what to do and what to bear in mind in the event of a complaint within the 24-month statutory warranty period. 

Step 1: 

Submit your complaint via our online returns portal here. 

Step 2: 

Our service team will review your photos and details and get back to you as soon as possible to let you know the next steps. 

Step 3: 

We may ask you to send us the faulty item. We will then check it ourselves or forward the item to the manufacturer or supplier. If you are returning textiles, please ensure they are clean or washed before sending them back to us. Our staff would be grateful if you could do this. 

Step 4: 

We will contact the manufacturer and clarify the next steps. Every manufacturer handles complaints differently. Should an item purchased from the Pirscher shop become damaged within the warranty period, we will forward it to the relevant manufacturer or supplier, who will then decide on repair or replacement. Unfortunately, we can only accept complaints once they have been confirmed by the manufacturer. 

We aim to process and resolve your complaint as quickly as possible. However, the process does take some time, for example to investigate the matter in consultation with the manufacturers and suppliers. We therefore ask for your understanding in advance. 

Further information:
The warranty is provided in accordance with statutory provisions. For any defects arising within the statutory warranty period of two years from delivery, you have a statutory right to rectification. We accept no liability for damage or defects resulting from improper use, operation, storage, negligent or incorrect care and maintenance, overuse, or improper repair by an unauthorised service partner. Details regarding the warranty can be found in our Terms and Conditions.