Complaints Policy

Information about the complaints process for products purchased on felinashop.com

At Felina Shop, we strive to ensure that all products offered in our store are of the highest quality. However, if the item you received is defective or does not match the product description, you have the right to file a complaint.

Company details

Felina Shop UG
Elisabethstr. 24
02826 Görlitz
Germany
Contact email: info@felinashop.com

Legal basis for complaints

Complaints are handled in accordance with the provisions of the German Civil Code (BGB) concerning statutory warranty rights, as well as our Terms and Conditions.

Valid reasons for filing a complaint

You may file a complaint if the product exhibits:

• a physical defect (e.g. broken seams, damaged underwire, faulty elastic),

• a manufacturing defect,

• non-compliance with your order (wrong size, model, or color).

Time limit for complaints

You have up to two years from the date of receiving the product to report a defect, provided it was not caused by improper use.

How to file a complaint

1. Prepare your complaint:
   Please send an email to info@felinashop.com with the following:

   • Your order number or a copy of the invoice,

   • A detailed description of the defect,

   • If possible, a photo clearly showing the issue.

2. Assessment:
   We will review your complaint and respond within 14 business days.

3. Product return (if required):
   If a return is necessary, we will provide the return address and detailed instructions. If your complaint is justified, return shipping costs will be reimbursed.

4. Possible outcomes:
   Depending on the case, we may offer:

   • Repair of the product,

   • Replacement with a new item,

   • A full or partial refund.

Products excluded from the complaints policy

The following are not covered by the complaints policy:

• Damage caused by improper use or failure to follow care instructions (e.g. washing at high temperatures, using a tumble dryer),

• Natural wear and tear due to long-term use (e.g. fading after multiple washes).

Contact

If you have any questions regarding the complaints process, please contact us at: