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Complaint / Warranty

Complaint / Warranty

 

If your product is damaged, defective, incomplete or does not match your order, please contact Superserie.eu customer service. We will review the case and help you find an appropriate solution.

Important: for complaint or warranty cases, please keep the product, original packaging, shipping label and any damaged parcel materials until the case is reviewed.

When to contact us

Please contact us if:

  • your product arrived damaged,
  • you received an incorrect product,
  • the product is incomplete,
  • the product appears defective,
  • the delivered item does not match the order or product description.

How to submit a complaint

To submit a complaint, contact us at: order@superserie.eu

Please include:

  • your order number,
  • the email address used for the order,
  • a short description of the problem,
  • clear photos of the product, packaging and shipping label,
  • photos of damaged parcel materials, if the parcel was damaged in transit.

Legal guarantee

Consumers are protected by the legal guarantee for goods that are faulty, defective or not as described, in accordance with applicable consumer law.

Depending on the situation, the solution may include repair, replacement, price reduction or refund. Each case is reviewed individually based on the product condition, order details and applicable legal requirements.

Damage during delivery

If the parcel arrives visibly damaged, please take photos before opening it. Keep the packaging and contact us as soon as possible. This helps us verify the case with the carrier and protect your claim.

Products modified after delivery

For miniature kits and hobby products, issues caused by assembly, painting, cutting, conversion, improper storage or incorrect use may not qualify as a product defect. Please contact us before modifying a product if you notice a possible issue.

Complaint review

After receiving your message and required information, we will review the case and contact you with the next steps. In some cases, we may ask for additional photos or details to properly assess the issue.

Complaint / warranty contact: Email us at order@superserie.eu with your order number, description of the issue and clear photos.

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