The customer is entitled to complain about a product if it is faulty in any way. In communication with the customer you agree on a solution to the complaint.
If you want the product in return for assessment you need to attach a return slip to us that is fully trackable so we can give it to the customer. You are responsible for costs associated with returning a product, e.g. return shipping, and are also responsible for the product during transport to you. After a complaint on a product is approved we will refund the customer.
A customer is entitled to complain about a product for 3 years after receipt. However, only in the first 6 months is it up to you, as the merchant, to prove that the fault was not original. When 6 months have passed, it is up to the customer instead to prove that the fault is original and not a handling error or general wear and tear.
If the complaint of the product is not approved, you have the right to charge the customer up to 10% of the value of the product.
In order to charge the customer, you must have had reasonable cause to use an external specialist for the troubleshooting. You need to submit supporting documents of the cost to Fyndiq.