Complaints
Not satisfied with a product or our service? We would like to hear about it — we take every complaint seriously and look for a suitable solution together with you.
How we handle your complaint
1
Let us knowIs something not right? Email us via the contact form or at info@kideo.store. Mention your order number and describe your complaint as clearly as possible — a photo often helps.
2
We confirm your complaintWithin 1 working day you receive a confirmation that we have received your complaint, including the name of the person handling it.
3
We look for a solutionWithin 14 days of receipt you get a substantive reply. If a complaint needs more time, we let you know and tell you when you can expect an answer.
4
Not happy with the solution?If we cannot work it out together, you can submit your complaint through the ODR platform of the European Commission for independent dispute resolution.
Good to know
Filing a complaint is always free of charge
Report a defect in a product within a reasonable time after discovering it — within 2 months is on time in any case
A complaint does not suspend your payment obligation
Is the product damaged or faulty? Also see exchanges and returns
Send a complaint
In short
ConfirmationWithin 1 working day
Substantive replyWithin 14 days
CostsNone
DisputesODR platform (EU)
Prefer to call?
Sometimes a complaint is settled faster in a conversation. We are here for you on working days from 9:00 to 17:00.
Get in touch
