Complaints and technical problems are always annoying. Of course we understand this and would like to help you as efficiently as possible.
Information we need when you submit a claim
Order number
Please enter the order number associated with the purchase. This will enable us to find your transaction quickly and check your complaint.
Product details
Please provide the name or description of the product in question. This will help us to identify the specific item that is the subject of the complaint.
Batch number
Please provide the batch number for the affected part or product. It’s a mandatory step that lets our production team track the exact manufacturing run and find the right solution for you.
Description of the problem
Please provide a detailed description of the problem you are experiencing. The more specific you are, the better we can understand the problem and find a solution.
Supporting evidence: Photos and videos
To support your complaint, we need visual evidence. Depending on the nature of the problem, please provide the following.
Where can I find the batch number on my product?
Different parts/products have different numbers! Please check the exact component that is faulty (e.g., the specific beam, louver, screen, or control box).
- What it looks like: A short code made of letters and numbers (e.g., A1626AA).
- Where to look: You can find it on a sticker on your shipping carton, or directly on the product as a small matte metal sticker or laser engraving.
💡 Not sure where to look? Check out our visual Batch Number Location Guide for exact photos and tips.
Evidence needed for the claim
Missing parts
- Photo of the packaging/box: Include a clear picture of the box the product arrived in.
- Photo of the other parts in the box: This helps us to check what has been received and what is missing.
Damaged parts
- Photo of the packaging/box: Show any damage to the box that could indicate improper handling during shipping.
- Photo of the damaged parts: Clearly show the parts that are damaged.
- Photo of the other parts in the box: This will allow us to assess the extent of the damage and possible impact on other items.
Different sizes
- Photo of the packaging/box: Show the box to verify the label and shipping details.
- Photo of products in wrong sizes: Clearly show the size discrepancy.
- Photo of the other items in the box: This helps to verify the correct and incorrect items.
Defective electronics
- Video of the defective product in use: Record a video showing the defect. Make sure the video clearly shows the problem to confirm if it is a manufacturing defect and not an installation or user error.Damage from use/wear
- Photo/video of the damaged product/parts: Capture images or video that clearly shows the damage.
Damage due to weather
- Photo/video of the damaged parts as well as the connected parts: Provide visual evidence of the weather-related damage, including pictures or video of the installation area to verify that the product was installed correctly.
Next steps
Once you have gathered all the necessary information and evidence, please submit your claim HERE. Our team will review your complaint and get back to you as soon as possible with the next steps.