If your order arrives damaged, incomplete, or different from what you expected, please report the issue within 48 hours of receiving the shipment by contacting us at:
You will receive an automated acknowledgment.
Please reply to that message and include clear photographic evidence showing:
the external packaging
the shipping label
the items received
any visible damage or missing parts
Delivery-related reports are treated with priority, and we will work to resolve your case as quickly as possible.
If a product does not operate correctly despite proper use and adherence to the supplied instructions, please contact our support team at:
After receiving the automated reply, please provide:
photos or a short video clearly demonstrating the malfunction (e.g., failure to power on, charging issues, operational faults)
If video evidence is unavailable or insufficient, we may request that the product be returned to our facility for further evaluation.
Return shipping costs are the customer’s responsibility
We do not accept cash-on-delivery (COD) returns
If you are not satisfied with the proposed solution or if no agreement can be reached, you may escalate the matter through an Alternative Dispute Resolution (ADR) entity or through the European Commission Online Dispute Resolution (ODR) platform:
👉 https://ec.europa.eu/consumers/odr
Only cases that meet the conditions outlined above will qualify for additional review or escalation.
For more details, please refer to our:
✅ Terms and Conditions
✅ Cookie Policy
These documents are always available at the bottom of every page on ktrstorum.com.