ef.com

Product issues and complaints

Important information

All products on this site are Printed On Demand and we hold no stock. This means your order is produced specifically for you, and complaints are not accepted for change of mind, exchange of design or refund.

Register complaint

Sorry to hear something was not as expected!

Register your complaint in this form. We will get back to your registered e-mail adress with information on how we will proceed or if we have any further questions.

Keep in mind:

  • Complaints are granted for so called original or pre-existing defects, this means that the fault where there when you recieved your product. Of course this applies even if you discovered the error at a later date.
  • We do not accept claims for defects that have arisen through incorrect use or handling.
  • Our common practice is to replace the faulty product. When this is not possible, we will refund you.

You will find your order number on the order confirmation that was sent to your email.
Please be as detailed as possible regarding the fault of the product and when you discovered the fault.
Upload an image of the product where we can see the defect. Accepted formats: JPG, PNG, HEIC, or PDF. Maximum file size: 3 MB
Drop files here or
Accepted file types: jpg, png, heic, pdf, heic, Max. file size: 3 MB, Max. files: 2.
    If you bought several products at the same time, please specify which product your complaint is regarding.

    Complaints or exchanges not made via this form cannot enter our quality control system & will not be processed.

     

    Reasons for complaints


    You received the wrong item

    Please send a photo of the incorrect item and we will follow it up for you.

    You received a damaged/faulty item

    Quality is our top priority, If you receive damaged or faulty gear you do not need to complaint it. The only thing we ask is that you send in your request through our form above within 7 days of receiving your order. If the damage or fault is clear, we will send you a new item 100% free of charge.

    Whilst all care is taken when hand making your product, there may be a slight variation to the pattern placement depending on the size you have ordered. Complaints are not accepted for minor variations in the placement of the patterns or alignment of the pattern at the seams.

    We can not accept complaints or exchanges if:

    You do not use the form to have your complaint request reviewed and approved by our team, prior to you sending your product back.

    • A ‘change of mind’ because we print on demand & do not hold stock. Please choose carefully as complaints are not accepted for exchange of design or refund. 
    • The item(s) have been worn or washed
    • The item(s) have been altered in any way
    • The item(s) are in any way defective from the original and salable condition unless the condition is our fault. 
    • The item(s) are part of a replacement order from a previous exchange
    • The item(s) were a Final Sale item
    • The item(s) do not have the original tags on them

    Any further questions about our complaint policy?
    Please send us an email at customerservice@exakt.se

    Complaints or exchanges not made via this link cannot enter our quality control system & will not be processed.