Act immediately upon delivery:

• If you notice the damage at the time of delivery: If you notice that the package is damaged when it is handed over by the carrier (e.g., DHL), ask the delivery driver to document the damage immediately or refuse acceptance of the package.
• Take photos: Please take photos of the damage as soon as possible, including both the outer packaging and the contents inside the package. These photos are extremely important as evidence for processing the damage claim.
• Contact us: Please get in touch with our customer service team directly. Provide a brief description of the damage and send the photos to us by email.
• Important – Do not dispose of anything: Please keep the damaged packaging and all contents until the claim has been fully resolved with us. Do not throw anything away during this process.

If you have received the wrong item by mistake, we sincerely apologize for the inconvenience. We will correct the issue quickly and as smoothly as possible:

• Contact customer service: Simply get in touch with our customer service team and let us know which item you received by mistake.
• Receive a free return label: We will promptly send you a free return shipping label by email so that you can return the incorrect item to us.
• Fast exchange: As soon as the incorrectly delivered item arrives at our warehouse, we will immediately ship the item you originally ordered.

If an item is missing from your order, we will help you resolve the issue as quickly as possible. Please follow these steps:

• Send us an email: Please contact our customer service team by email and include your order number.
• We will investigate the issue: We will promptly check whether there was a packing error, whether the item had to be canceled due to unavailability, or whether it was lost during shipping.
• Important note: Was the package visibly damaged or opened when it was delivered? If so, please mention this in your email and, if possible, attach photos of the packaging, as this may be important for resolving the issue.

We are sorry that your item did not arrive in the quality you expected.

To help us review and resolve the issue as quickly as possible, please follow these steps:

• Send us an email: Please contact our customer service team by email and include your order number.
• Attach photos: Please include a few clear photos showing the defect or issue so that we can assess it properly. Once we have received your email and the photos, we will get back to you promptly to discuss your claim and the next steps, such as a replacement, repair, or refund.

You can make a claim under the statutory warranty for up to 2 years from the date of purchase. This applies to defects that were already present at the time of purchase, even if they only become visible later.

Please note: as soon as you notice a defect or issue with the product, you should report it to us immediately so that we can review and resolve the case as quickly as possible.

Always contact us first:

• Not every perceived issue automatically qualifies as a valid claim. Therefore, please always contact our customer service first before returning any items or opening a PayPal dispute.
• Include photos: To allow us to review your case quickly, please always attach a few clear photos to your message showing the issue clearly.
• Where was the item purchased? Even if the product is an original disana item, claims must legally be handled by the place of purchase (e.g. the respective local retailer or another online shop).
• Unknown place of purchase: If you no longer know where the item was purchased (or if it was a gift, for example), please understand that we cannot fully refund the purchase price, as we did not receive the payment for that purchase. However, we will still review the issue and work with you to find a fair solution.

If the claim is justified (for example in the case of a defective, faulty, or incorrectly delivered item), we will of course cover the cost of the return shipping label. In such cases, we will send you a free return label by email once your request has been reviewed.

Important: Please always contact our customer service first and do not return the item on your own initiative. Unfortunately, we are unable to reimburse postage costs for parcels sent back without prior approval.

Kundenservice

Sometimes things don’t go perfectly, and an item may show a defect.

However, not every change in a natural product is automatically a material defect – factors such as care, washing, or natural wear and tear often play a role. To help you understand exactly what qualifies as a valid claim and what does not, we have put together an overview for you.

To the overview