If there is a fault or defect – complaint
If you have received a product with a fault or defect, we will be happy to help you.
Important – to ensure you receive the correct assistance:
- If you purchased the product from a retailer (e.g. a DIY store or installer), you must contact them directly, as the complaint must be handled by the place where the purchase was made. See a selection of retailers here.
- If you purchased the product via pressalit.com, you can submit a complaint directly to us. See the guide below.
When you purchase as a consumer, you generally have a 2-year right to submit a claim for faults or defects. You must submit your claim within a reasonable time after discovering the fault. If you submit your claim within 2 months, it will generally be considered to have been submitted in time.
Here is what you need to do
Please note: This applies to complaints regarding products purchased directly on pressalit.com.
- Submit a claim.
We recommend using our online form, as it helps us collect the necessary information from the start and thereby process the case faster. However, you may also contact us by e-mail at [email protected]. - Provide or attach proof of purchase.
This may, for example, be your order number, invoice, order confirmation or other proof of purchase. - Briefly describe the fault.
Write a short description of the fault or defect, so we can assess the case as accurately as possible. - Attach photos, if relevant.
Please attach photos of the entire product and a close-up of the fault. If it helps us process the case, you may also attach photos of the label, packaging or other relevant details. - Wait for instructions.
Do not send the product to us until you have received instructions. Keep the product and any packaging until the case has been resolved.
Important details about complaint
If you purchased the product through a retailer, DIY store, wholesaler, or plumbing installer, you must contact them directly. Your complaint must always be handled by the company where the purchase was made. See a selection of retailers here.
If you purchased your product on pressalit.com, you can submit a complaint to us via the form.
Do not send the product to us until you have received instructions from us. You must keep the product you have submitted a claim for until the case has been resolved and you have received further instructions from us. This also applies if we send you a new product or offer another solution in the meantime.
This is because we first need to assess the case and decide on the next steps. In some cases, we will ask you to send the product to us. In other cases, a different solution may be relevant.
If we ask you to return a product to us, it must be sent to the following address:
Pressalit A/S
Bakkelyvej 17
DK-8680 Ry
Denmark
We do not accept parcels sent without home/business delivery or parcels sent cash on delivery.
Once we have received your claim, we will assess the case and guide you through the next steps.
If the claim is justified, we will generally offer repair or replacement first, if this is possible and reasonable. In certain cases, a price reduction or refund may apply instead. Repair or replacement must take place within a reasonable time and without significant inconvenience to the customer. If the claim is justified, we will cover the reasonable and necessary costs related to return shipping, freight or other handling.
If the parcel or product is visibly damaged upon delivery, we recommend that you respond as quickly as possible.
If possible, you should:
take photos of the parcel and the damage
keep the packaging
contact us as soon as possible, so we can help you with the next steps
If you discover damage after unpacking the product, you should also contact us as soon as possible, so we can assess the case and advise you on the next steps.
If the product is clearly damaged upon delivery, you may also choose to refuse delivery, if this is practically possible. In some cases, this may make the case handling easier.
If you discover transport damage, we recommend that you keep both the product and the packaging until the case has been resolved.
Separate guarantees may apply to certain products in addition to your statutory rights.
For example, Pressalit provides a 10-year guarantee on toilet seats upon presentation of proof of purchase. For these products, claims must be submitted to the dealer or store where the seat was purchased. Read more here: Guarantee
For claims and other defect-related claims from business customers, the agreed terms of trade and any separate trading agreements apply. If you are unsure which terms apply to you, you are welcome to contact us.
Pressalit A/S
Pressalitvej 1
8680 Ry
Denmark
E-mail: [email protected]
Complaints and claim form
Fill in the form and we will help you proceed with your claim.
Please include your order number if possible, as this helps us process your request faster.
Note: This form is only for customers who have purchased directly on pressalit.com.
If you as a consumer wish to make use of your 14-day right of withdrawal, please go to our returns form here.
Are you unsure?
If you are not sure which rules apply to you, or how a larger product should be handled, you can contact Pressalit before sending anything back.