Complaints and repair

Please note

that you need to clean your complaint case product according to the instructions (for hygienic reasons) before sending it to your Gonso retailer. Otherwise, we or the retailer reserve the right to charge you the cost for the washing service.
that all communication about and shipping of your damaged Gonso Product must be managed via the retailer you bought the product from. Unfortunately, sending it directly to Gonso is not possible.
that you need a proof of purchase to be eligible for a warranty claim. Without one, you´ll have to pay for the repair.

If you have placed your order directly in our online shop at gonso.de, you will find the information on complaints and repairs here.

Warranty cases within the 2-year Warranty
You´ve taken note of the aforementioned issues: your article is defective within the 2-year guarantee without you causing the damage yourself, you have a proof of purchase. Your product has been washed / cleaned.

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Chargeable repair outside the 2-year Warranty or damaged through your own fault
You´ve taken note of the aforementioned issues: your article is damaged through your own fault, outside the 2-year guarantee, or you don´t have a proof of purchase. Your product has been washed / cleaned.

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Problems with processing the warranty case with the retailer
You have taken note of the aforementioned issues: you´ve been in contact with your retailer who´s referring you to Gonso for processing your claim.

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