Complaints and Dispute Resolution

The fastest way to submit a complaint is to fill out the online complaint form on the Complaint Handling page. The form guides you through the necessary information in 4 steps: contact information, order details (order number, product name, bank account number), a description of the problem with photos, and then a review and statement. Alternative options: - By email to complaints@multiviewdigital.com - As a registered user, in the "Cases" menu of your account We send an automatic confirmation for every report with a unique case number.

To fill out the complaint form, you will need the following information: Required information: - Contact information: full name and email address - Order number (format: MVD-YYYY-XXXXX — found in the order confirmation email) - Name of the product in question - A detailed description of the defect or issue, at least 50 characters long (when you noticed it, under what circumstances it occurred, how it manifests itself) - Photos illustrating the defect — at least 1, up to 5 images, maximum 10 MB each (JPG, PNG, or WebP format) - Bank account number (IBAN) and account holder's name for processing the refund Not required, but helpful for assessment: - The payment method and status - The presence of the original packaging - The method of delivery (in person, by proxy, to a pickup point) If the package arrived damaged, a report filed in the presence of the courier will also assist the process.

The following steps take place after a complaint is submitted: 1. Automatic confirmation: You will receive a unique case number via email (in the format CASE-XXXXX), which serves as a reference ID throughout the entire process. 2. Preliminary review: Our staff typically reviews the report within 5 business days and, if necessary, will contact you to request clarification or additional information. 3. Substantive investigation: Depending on the nature of the case, we will examine the product, consult with the supplier if necessary, and then make a decision. 4. Notification of results: We will notify you of the outcome via email and offer the solutions specified by law (repair, replacement, price reduction, or refund). Throughout the entire process, you will receive automatic email notifications regarding the status of your case whenever there is a change.

Our representative will typically contact you within 5 business days, and we will complete the substantive review within 30 days at the latest. We will notify you of the outcome via email.

After submitting your complaint, you will receive a unique case number in the confirmation email. You can then track the status of your case in several ways: Email notifications: We will send automatic notifications about every status change (receipt, review, result) to the email address you provided. You can also send additional information regarding the case by replying to these emails. With a registered account: If you have an account, you can view the current status at any time on the "My Account" page under the "Cases" tab, reply to customer service, and attach additional documents (such as a shipping receipt or supplementary photos). If you have any questions, please contact our customer service referencing the case number, or if you have an account, you can message us directly on the "Cases" tab.

You can file a complaint in the following cases: - The product has a manufacturing defect or is defective - The product does not conform to the product description or the contract - You did not receive the product you ordered (wrong delivery) - The product was damaged during shipping - The product is incomplete (parts, accessories, or documentation are missing) Important distinction: if the product is not defective but you have simply changed your mind, this is not a complaint but a withdrawal from the contract. The right of withdrawal may be exercised within 14 days of receiving the product, without giving a reason — in this case, the buyer bears the cost of return shipping (you will be informed of this on the product page, the checkout page, the Right of Withdrawal page, in the General Terms and Conditions, and in the withdrawal confirmation email). In the event of a complaint, however, the seller is obligated to resolve the issue and will also bear the cost of return shipping. Details regarding withdrawal can be found on the Right of Withdrawal page, and warranty rights on the Warranty and Guarantee page.

In the event of a valid complaint, you may choose from the following solutions: First step: - Repair — free repair of the product - Replacement — free replacement of the product with a defect-free item of the same type If repair or replacement is not possible, would involve disproportionately high costs, or cannot be completed within a reasonable timeframe: - Price reduction — a proportional reduction of the purchase price - Withdrawal and refund — withdrawal from the contract and a full refund of the purchase price Your choice takes precedence: You may decide whether you want a repair or a replacement. The seller may only deviate from this if the solution you have chosen is objectively impossible or would entail disproportionately high costs compared to the other option.

In the event of a valid complaint, the refund will be processed as follows: Refund method: - Original payment method: By default, we will refund the amount using the payment method used for the original transaction (bank card, digital wallet). - Bank transfer: If you provided a bank account number (IBAN) on the complaint form, the refund will be transferred to the specified account. Refund timing: After receiving and inspecting the returned product, we will process the refund as soon as possible. The refund includes the purchase price and — in the case of a warranty claim — the verified cost of return shipping. We do not charge any handling fees.

For a defective product, you may file a warranty claim within at least 2 years from the date of receipt of the product. You can find information about deadlines, the rules regarding the burden of proof, and country-specific details on the Warranty and Guarantee page.

If you disagree with the resolution, please contact us — our goal is always to find a mutually acceptable solution. Requesting a review: Reply to the email you received regarding the decision and request that the case be reviewed again. Attach any supporting documents (such as an independent expert opinion or additional photos) that may assist in the review. If internal mediation does not yield a result, you have options for out-of-court dispute resolution provided by law — you can find information about these in our question below, "Where can I find out-of-court dispute resolution options?"

If you disagree with the resolution of your complaint and internal negotiations have not yielded a result, the following out-of-court options are available to you: - You can contact the conciliation body in your place of residence — the procedure is free of charge. - For cross-border purchases, the European Consumer Centres Network (ECC-Net) provides free assistance. If you are unsure which option is closest to you, please contact our customer service — we will be happy to help you find the right information.

Please inspect the parcel in the presence of the courier. If the packaging is damaged, ask the courier to draw up a damage report, document the damage with photographs, and report the issue to our customer service within 3 working days of receipt.

In the case of a justified warranty or guarantee claim, the cost of returning the defective product shall be borne by the seller. The justification of the claim is determined by the seller in accordance with applicable legal provisions.