Submit a claim
You may submit a claim if the product you purchased does not function properly or is defective or damaged. Please complete the claim form below.
Important information regarding claims:
- Claims for items such as mouldings, flooring, tiles, wallpaper and paint are not accepted after installation or application.
- Variations in natural materials such as knots and grain are normal and are not considered valid grounds for a claim.
- Unfinished brass oxidises naturally and is therefore not considered a defect.
- We do not compensate labour or installation costs unless agreed in advance.
Click here to read more about our full claim terms
Frequently asked questions about claims can be found further down this page.
Frequently asked questions about complaints
You can complain if the item has an original defect, such as a material defect, manufacturing defect, or if it does not function properly under normal use.
In Sweden, you have the right to complain within 3 years of receiving the item. For other countries, we follow the complaint period that applies in that country. Please complain as soon as you discover the fault.
Yes, the right to complain still applies even if the product has been used – as long as the fault is not due to wear and tear or incorrect use.
We will normally respond within 2–4 business days after you submit your complaint. However, some complaints require consultation with subcontractors, which may extend the processing time.
We make an assessment based on your description and any images/documentation. In some cases, we seek support from the manufacturer/subcontractor.
Sometimes, we assess this on a case-by-case basis. In such cases, we will help you with instructions for returns/pickups.
If the complaint is approved, you may receive a replacement, price reduction, or refund, depending on the type of defect and the condition of the product.
In the event of normal wear and tear or deterioration in function due to age. Or if the fault is due to incorrect installation, handling, overloading, or use that does not comply with the instructions. Also if a repair carried out by the customer has caused the fault or makes assessment difficult.
Complaints regarding building materials (e.g., moldings, flooring, tiles, wallpaper, paint) will not be accepted after installation/painting.
Variations in natural materials such as twigs and grain are normal and are not accepted as grounds for complaint.
Untreated brass oxidizes naturally. This patination is a normal process and is therefore not accepted as a complaint.
We do not reimburse indirect costs, such as craftsmen or installation, unless agreed in advance. The warranty only applies to the product itself.
Complaints regarding building materials (e.g., moldings, flooring, tiles, wallpaper, paint) will not be accepted after installation/painting.
Variations in natural materials such as twigs and grain are normal and are not accepted as grounds for complaint.
Untreated brass oxidizes naturally. This patination is a normal process and is therefore not accepted as a complaint.
We do not reimburse indirect costs, such as craftsmen or installation, unless agreed in advance. The warranty only applies to the product itself.