Complaints & statutory warranty rights

If a product arrives damaged or may have a defect, please contact us. We will review the case and agree the next steps with you.

How to report a complaint

Email us at info@azela.eu. The following information helps us identify your order promptly:

• Order number
• Affected item
• A short description of the problem
• Clear photos, where possible

Please do not return goods subject to a complaint without contacting us first. Contact us so that we can coordinate the assessment and, if necessary, return transport with you.

Transport damage

Please inform us as soon as reasonably possible of externally visible transport damage. Where possible, keep the packaging and shipping label until the issue has been resolved. This helps us handle the matter with the carrier.

Statutory rights in respect of defects

New goods are covered by statutory rights in respect of defects. If a defect exists, we bear the costs necessary for statutory remedial performance, in particular the necessary transport, labour and material costs.

Please make the goods concerned available to us for assessment and remedial performance. If a return is necessary, we will agree the next steps with you.

Wear, use and care

Normal wear resulting from intended use does not in itself constitute a defect. The same applies to damage caused solely by improper use, external influences, overloading or care unsuitable for the material. Whether a defect exists is determined by the statutory requirements and the circumstances of the individual case.

Additional guarantee

An additional guarantee applies only if it is expressly promised for the individual product.