complaints and repair
Please note that for every warranty claim, you must wash or clean your product according to the instructions for hygiene reasons before sending it to your Gonso retailer. Otherwise, we or the retailer reserve the right to charge you a fee for the cleaning service. Communication and shipping of your damaged Gonso item must always be handled through the retailer with whom you concluded the purchase contract. Direct returns to Gonso are unfortunately not possible. In the case of a warranty claim, it is essential to provide your proof of purchase in order to use the repair service. Without it, only a paid repair is possible. If you placed your order directly in our online shop at gonso.de, you can find the information about complaints and repairs here.
Warranty claim within the 2-year warranty period
You have acknowledged the above points: your item is defective through no fault of your own within the 2-year warranty period, you have the proof of purchase, and your product has been washed/cleaned.
Repair at your own expense outside the 2-year warranty period or in case of damage caused by user error
You have acknowledged the above points: your item is defective due to user error or outside the warranty period, or you no longer have the proof of purchase. Your product has been washed/cleaned.
Issues with warranty processing through the retailer
You have acknowledged the above points. You have been in contact with your retailer, but they are referring you to Gonso for the warranty processing.