Our service for you!
With the purchase of an ETHERMA product, you have not only decided on quality and durability, but also on first-class service. Should you ever need help, our customer service is there for you quickly and reliably.
You can reach ETHERMA customer service at the following telephone number and e-mail:
Mon-Thu: 07:30 a.m. - 04:00 p.m.
Fr: 07:30 a.m. - 12:00 p.m.
Austria & International:
+43 (0)
6214 7677
service.at(kwfat)etherma(kwfdot)com
Germany:
RETURN/RECLAMATION PROCEDURE
DO YOU HAVE A COMPLAINT?
If, contrary to expectations, something is wrong with your goods and there is reason for complaint, we will be happy to clarify and rectify this for you as quickly as possible. It is always our claim to deliver flawless goods. Please give us the chance to bring your order to a successful conclusion.
Fill out the request form below with all the necessary information and submit it to us with an accurate description of the defect and photos of the damaged merchandise, if applicable.
After we receive your return request, you will be emailed a return slip (with an RMA number) or a service representative will contact you within 24 hours.
PROCESSING OF RETURNS
To ensure the fastest and smoothest possible returns processing, we ask you to proceed as follows:
Fill out the request form with all necessary information and submit it to us. After we have received and checked your return request, we will send you a return slip (with RMA number) by e-mail.
Please do not send us any goods without a return bill. This leads to considerable delays in processing and the goods may not be assigned.
*For returns, §6.6 of the ETHERMA GTC's applies. Only stock items (see note about the product tables in the price list) in original packed condition and after prior agreement can be returned. Items that have been specially purchased or produced at the customer's request are not eligible for return.
The following costs will be charged for handling: 20% of the net order amount, but at least €25,- as compensation for our expenses as well as the postage or freight costs, if the delivery was prepaid.
RETURN VOUCHER
Please pack the goods so that they survive the return shipment without damage. At best, in the undamaged original shipping packaging. Please enclose the return bill (RMA form) with the goods. Send the goods with a parcel service or forwarding agent of your choice to the address indicated on the form.
Please do not send us any goods without a return bill. This leads to considerable delays in processing and the goods may not be assigned.
PROCEDURE IN THE EVENT OF TRANSPORT DAMAGE
Please always report any transport damage to us immediately:
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within 24h after delivery in case of open/visible damage. Report any open damage to the delivery person/driver immediately. Refuse acceptance if the driver does not want to note the damage.
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within 6 working days after delivery in case of hidden damage. Report concealed damage immediately upon discovery. Concealed damage must be reported within 6 days, otherwise a claim for compensation may expire.
In any case, the goods and packaging must be left in the same condition as they were when the damage was discovered.
Please take photos of the damaged packaging and goods and contact the respective service team stating the above points or use the request form below.
Do you have further questions about returns or complaints? Contact our service team by phone or write us a message.
