Information about Online Dispute Resolution
DefectsIs one of your ordered products defective? Please contact our customer support so we can get the issue sorted out straight away.
Incorrect deliveriesIf you have been sent the wrong item, please contact customer support so we can get to the bottom of the mishap right away.
Missing items | Wrong deliveriesWhen you accepted the package, did you ensure that the box was not damaged and that the security seal was intact? We ask you to check the contents of your package once more. Missing items are often found between the packing material in the box. Please check the enclosed invoice to see if items are being sent in a subsequent delivery. Once these factors can be excluded, please contact customer support so we can sort out this mishap straight away.
ComplaintsIs one of your ordered products defective, or does it not meet your expectations? Please contact customer support so we can get to the bottom of the issue right away.
Returns | Returning goodsWe ask customers to contact customer support before returning products ordered from Com-Tra.de. Please wait for a response from us before returning any goods. Many thanks.
RMA-NumberOnce we have processed your query, we will assign you a service case and a return number, or Return Merchandise Authorisation (RMA number). Please clearly write your received RMA Number on the return slip.
Returns | Return policy | CancellationThe Com-Tra.de team guarantees you a comprehensive right of cancellation - more information can be found under Cancellation.
Service query | Service replacementWe ask customers to give us their support. First of all, please contact our customer support for ALL service cases [defects, incorrect deliveries, missing items, returns, cancellation], only by doing so can we ensure that your service query will be processed quickly and smoothly. Many thanks for your cooperation.
Transport damageOnce deliveries arrive, you should immediately inspect that they are complete and intact [damage to the security seal/immediately check package upon handover and have any damage recorded by the Deustche Post AG delivery person]. Missing items should be reported to customer service immediately.
Damage to the delivery/packaging - such as concealed damage not recognised upon delivery - or a partial loss of the delivery, should be reported within 24 hours to Deutsche Post AG, in so far as they were not immediately reported to Deutsche Post AG and confirmed in writing upon delivery. Please ALWAYS demand a written acknowledgement of the transport damage [PROTOCOL/LOG] since it is not possible to settle claims for damages with Deutsche Post AG without this document. We also ask you to inform our customer support. You should always leave the goods and packaging in the (damaged) condition in which you found them. If you have any questions relating to this, please get in touch with us - together we can always find a solution for whatever issue you are facing.