If you ordered your item directly from kettlershop.com and have a complaint, we are of course happy to help. In order to review your request quickly and smoothly, please proceed as follows.
1. Submit your complaint to us
Please send your complaint by email to info@kettler.com or via "Submit a request" at the top right of this page.
2. Required information
To process your request promptly, we need the following information:
Your order or invoice number
a brief description of the problem
meaningful photos or videos of the defect
for table tennis tables or larger items, additionally a photo of the product label with the serial number (this is usually located on the underside of the product)
The more complete your information is, the faster we can review the complaint.
3. Review by our service team
After we receive your message, we will review the matter internally. Depending on the type of defect, this may also involve consulting with our technical team or the manufacturer.
4. Feedback & solution
As soon as the review is complete, we will get back to you with feedback and suggest an appropriate solution. Depending on the case, this may include, for example:
Sending a replacement part
Replacement of individual components
Price reduction
Return of the item under statutory warranty
5. Further steps
If a return is necessary, we will of course inform you in advance about the next steps.
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