Complaints, returns & warranty
Complaints, returns & warranty
Marine-Discount24 supports you with complaints, warranty claims, returns, transport damage and lost deliveries with clear processes and structured handling.
On this page you will find the most important information on reporting, requirements and procedures.
The report is made via the ticket support system. Images and damage photos can be uploaded directly in the ticket.
It can only be used when you are logged in.
Important information on reporting
In order for complaints, warranty cases and damage reports to be checked efficiently, it is important that the documentation is as complete as possible.
Please have your order number, the item number concerned, a precise description of the fault and meaningful photos ready.
Depending on the process, the requirements differ between complaints, warranty, returns, transport damage and the loss of a delivery.
A structured transmission of all relevant information speeds up processing and reduces queries
. In the case of returns, logged-in customers can find a return label directly in the detailed view of their order in the customer account.
Note: Images and additional documents can be uploaded in the ticket support system.
A logged-in customer account is required.
Processing areas
Complaints
A complaint is made when a delivered item is damaged, incomplete, incorrectly delivered or technically defective.
Please describe the issue as specifically as possible and enclose suitable evidence.
Warranty
A warranty of 24 months applies to new goods. A warranty of 12 months applies to used appliances and demonstration appliances.
The reported defect will be assessed on the basis of your information and, if necessary, after a technical inspection.
Transport damage Transport damage must be reported to the shipping service provider within the next 5 days. Obvious damage should be documented directly upon acceptance or reported by refusing acceptance.
Hidden damage must be documented with photos and reported to Marine-Discount24.
Returns / revocation
Unused and unopened items in their original packaging can be returned within 30 days of receipt of the goods.
If a return label has been provided for the order, this is available in the detailed view of the order in the logged-in customer account.
This is how the processing works
After receiving your report, the first step is to check the form and content. This involves assessing whether all the necessary information has been provided and what further steps are required.
Depending on the case, direct processing via the manufacturer, a return shipment, a technical check or additional feedback may be required.
- Transmission of the order and item data
- Brief and precise description of the defect or damage
- Enclosure of informative photos
- Check by customer service or technical department
- Feedback on how to proceed
Please do not return goods without being asked.
Returns should only be made after approval or after consultation with our customer service.
In the case of returns, the return label - if available for the process - can be stored in the detailed view of the respective order in the logged-in customer account.
Please check this area before sending the goods.
Warranty
We grant a warranty of 24 months on all new goods supplied by Marine-Discount24.
We grant a warranty of 12 months on all used and demonstration equipment supplied by us.
In the event of a warranty claim, please contact our customer service immediately by telephone on +49 (0) 33606 789140 or by e-mail at
[email protected]. If the problem cannot be resolved immediately, we will first check whether direct processing via the manufacturer is possible. If this is not possible, it may be necessary to return the item.
After checking the defect, we will decide whether a short-term, professional repair is possible or whether you will receive a replacement for the defective item.
If necessary, the item will then be forwarded to the manufacturer for repair or replacement.
Following a repair, the item will be checked again and then sent back to you.
If no defect is found, we reserve the right to charge for the costs incurred.
If the buyer is no longer in Europe and makes a guarantee or warranty claim for a product that was originally delivered in Europe, the buyer bears the shipping costs for the return transport of the product to Europe.
Transport damage and loss of a delivery
Transport damage
If damage occurs during transportation of your ordered items, please report this to the shipping service provider within the next 5 days in order to initiate further steps.
You can of course also inform us of the damage.
The following applies to other EU countries: If there is no station of the shipping service provider nearby, please inform us within the next 48 hours.
If there is obvious damage, please refuse to accept the parcel and inform us.
If there is hidden damage, please document the exact damage in detail with photos and contact us.
Loss of a delivery
If a parcel or a complete delivery does not arrive, please contact Marine-Discount24 customer service.
We will check the shipping status, coordinate the next steps internally and initiate the necessary clarification with the shipping service provider, quoting your order number.
To process a transport damage claim, we generally require:
- Order number
- Photos of the outer packaging
- Photos of the shipping label
- Photos of the damaged item
- Brief description of the damage
Damage photos and packaging images can be uploaded directly to the ticket support system.
The upload is only available when logged in.
Returning items
As a customer of Marine-Discount24, you have the option of returning originally packaged, unused and unopened items within 14 days of receipt of the goods without giving reasons.
If a return label has been provided for your order, you will find it in the detailed view of the respective order after logging into your customer account.
If you have any questions about returns or if no return label is available in the order details, please contact our customer service in advance.
Alternatively, you can send the items in question with the appropriate postage to the following address:
Marine-Discount24
Inh.
Jens Krüger
Möllenweg 19A
15299 Müllrose
Germany
What information we
require Mandatory information
Please send us your order number, the item in question, a description of the fault or damage that is as specific as possible and your contact details for any queries.
Image documentation
Photos speed up the inspection considerably.
Overview photos, detailed images of the defect and, in the case of transport damage, additional packaging and label photos are particularly relevant.
Additional technical information
For spare parts and technical components, additional information such as serial number, engine data, model code or installation situation may be required for the inspection.
Contact for complaints, returns and warranty
Marine-Discount24
Inh. Jens Krüger
46
15299 Müllrose
Germany
Phone: +49 (0) 33606 789140
Fax: +49 (0) 33606 789141
Email: [email protected]
Complaints, warranty claims and transport damage can be conveniently submitted via the ticket support system. It is also possible to upload images there.
Please note: Use is only possible when logged in.
Structured processing for clear procedures
With a complete damage or defect report, you support a quick check and efficient processing.
Marine-Discount24 processes complaints, warranty requests, returns and transport damage in a transparent, systematic and service-oriented manner
