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The customer has a right to file a product complaint up to 2 years after receiving the product. That means that Motley Denim up to 2 years after the customer has received a product must handle a complaint. It does however not mean that Motley Denim must repair or replace the faulty product. The right to file a complaint is not the same as warranty.

Filing a complaint always start with the customer showing to Motley Denim that the product at the time of complaint is faulty.

The customer may only file a product complaint by contacting Motley Denim via e-mail and send photos of the faulty product. If the defect cannot be documented on a photo the customer must cleraly in text describe the fault. Faulty products being returned to Motley Denim without prior e-mail contact will be treated as returns according to our current return policy.

If what the customer claims is a defect actually is a feature on the product Motley Denim does not need to handle the product complaint. The customer may then choose to keep the product or return it according to current return policy.

Product faulty at delivery:

For products which are faulty at delivery and where the right to return the product is still valid (read our terms for returns: https://www.motleydenim.com/return-terms/) the customer may decide if he wishes to:

-Return the product for full refund.

-Have the product exchanged for another item of the same product or similar product.

-Have the product repaired if this can be done for a reasonable cost for Motley Denim.

Products that break within 6 months after receiving.

For products that break within 6 months after receiving them Motley Denim must prove if the product broke due to usage of normal or abnormal kind, incorrect handling or washing of the product or anyhow otherwise broke after delivery and the fault was not there at the time of delivery of the product. If Motley Denim cannot prove that Motley Denim should:

-first hand, repair the product within reasonable time if it can be done for a reasonable cost for Motley Denim.

-second hand, exchange the faulty product to another item of the same product or similar product.

-third hand, if the customer wish to keep the faulty product offer a reasonable compensation.

-fourth hand, refund the whole amount after customer has returned the faulty product.

Product that break after 6 months after receiving.

For products that break after 6 months after after the customer has received the product the customer must prove to Motley Denim that the defect was there already when receiving the product. If the customer is able to prove this Motley Denim undertakes to handle the complaint as explained above. If the customer is not able to prove the defect was there at the time of delivery Motley Denim is not liable to repair, replace, compensate or refund the product.

 

EU Online Dispute Resolution

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