We help each other
If something goes wrong
- complaints
In the event of a complaint, we appoint a responsible person/staff member who helps you through the entire process. The complaint is entered into our business system and prioritized highly to avoid delays in your projects or production.
Investigation and
responsibility allocation
We find out what went wrong and what is required to fix the error. If it is a detail problem, we ask you to send details, pictures, or videos for quick assessment. The complaint manager collaborates internally to investigate the error and determine the appropriate action.
When it’s Ackurat’s fault
If we have sent bad or incorrect details or if one of our suppliers has not delivered goods, you can choose between the following:
- Request new details and delivery
- Cancel the order completely
If the error is ours, we cover the costs for deliveries to and from us. You pay according to the original agreement if you do not choose to cancel it. We do not compensate for other costs that may have been caused by the error.
When it’s the customer’s fault
If we agree that the customer has caused the error, we can buy back standard details provided that the goods are recently delivered standard details in unopened packages.
We pay a maximum of 75% of the previous invoiced price for the product.
You pay any additional costs such as shipping.
The goods must be sent back within 30 days after the agreement.
NOTE! We do not buy back the customer’s unique/special items that have been complained about, as we cannot sell these to other customers.
