Complaints

Act immediately upon delivery:

If you notice damage to the package directly upon delivery by the carrier (e.g. DHL), it is best to have the damage noted by the delivery person immediately or refuse acceptance of the parcel.

• Take photos: Please take photos of the damage immediately – both of the outer packaging and the inside of the package. These images are extremely important as evidence for processing the damage claim.

• Contact us: Please contact our customer service directly. Briefly describe the damage and send us the photos by email.

Important! Do not throw anything away: Please keep the damaged packaging and all contents until the claim has been fully clarified with us.

Customer Service

If we have accidentally sent you the wrong item, we apologize. We will correct the mistake quickly and easily:

• 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 immediately send you a free return label by email so that you can send the incorrect item back to us.
• Fast exchange: As soon as the incorrectly delivered item arrives at our warehouse, we will send your originally ordered item to you right away.

If an item from your order is missing, we will be happy to help you as quickly as possible. In this case, please proceed as follows:

• Send us an email: Please contact our customer service team directly by email and provide your order number.
• We will investigate the issue: We will immediately check whether there was a packing error on our end, whether the item had to be canceled due to availability, 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, take photos of the packaging right away, as this may be important for resolving the issue.

We are sorry if an item has not arrived in the usual quality you expect from us.

To help us check and resolve the issue as quickly as possible, please proceed as follows:

• Send us an email: Please send a short email to our customer service team including your order number.
• Attach photos: Please include a few meaningful photos showing the defect or issue clearly.

Once we have received your message and the photos, we will get back to you as soon as possible to discuss the complaint and the next steps (e.g. 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.

Your claim will be processed as quickly as possible, usually within 2–5 days.

Sometimes things do not go perfectly, and an item may have a defect.

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

Complaint Guide