Complaint Form
Damaged shipments or defects / non-conforming goods
If you receive a damaged, incorrect or defective product, let us know as soon as possible. Claims and returns are submitted quickly and easily through our online portal (no login, in your language):
Submit a request via the portal →
How to submit a request
- Open the portal and enter your first name, last name, e-mail address and order number (found in the order confirmation or on the invoice).
- Select the item(s), the request type (claim / return) and describe the issue.
- Attach photos of the product and packaging or a video (large files via a WeTransfer/SwissTransfer link).
- You receive a request number and a confirmation e-mail; you can check the status at any time via the link in the e-mail.
We reply within the statutory period shown when you submit the request.
If repair or replacement is not possible or is disproportionate, you may request a price reduction or withdraw from the contract with a refund.
The seller is liable for non-conformities appearing within 2 years of delivery; if they appear within 1 year of delivery, they are presumed to have existed at the time of delivery. Notify us of any identified non-conformity within 2 months of the date you discovered it.
If the package is visibly damaged upon delivery, have the courier note this and send us photos of the packaging and product immediately.
Claims and returns are accepted exclusively through the portal. If the portal is not working, let us know at info@evitas.com so we can fix it.
