Complaints and Dispute Resolution

How can I file a complaint?

You can submit your complaint by filling in the complaint form on this page, or by sending an email to ">. We can only accept complaints submitted in writing.

What information do I need to provide?

Please include the following information when filing your complaint — the more detailed your report, the faster we can process it:

• Order number
• Name of the affected product
• Detailed description of the defect
• Photographs showing the defect (if possible)
• Your chosen remedy (repair, replacement, price reduction or rescission of the contract)

Complaint handling process

1. Acknowledgement of receipt — We will send you an automatic email confirmation upon receiving your complaint.
2. Investigation — Our team will examine your report and may request additional information if necessary.
3. Decision — We will inform you in writing (by email) of the outcome within 30 days of receiving your complaint. If you do not receive a substantive response within the 30-day deadline, you are entitled to contact the consumer protection authority or the competent conciliation body in your country.
4. Resolution — In the case of a justified complaint, we will take action in accordance with the remedies provided by law (repair, replacement, price reduction, rescission of the contract and refund of the purchase price), based on your request, within a reasonable time and without significant inconvenience to you.

What to do if your parcel is damaged

If the parcel is visibly damaged at the time of delivery, please follow the steps below:

1. Inspect the parcel in the presence of the courier — If the packaging is damaged, request the courier to prepare a damage report at the time of acceptance. In case of severely damaged parcels, refusing delivery is also an option.
2. Document the damage — Take photographs of the damaged packaging and the product, preferably during the unboxing process as well.
3. Report it to us immediately — Please report the shipping damage using the complaint form below within 3 working days of receipt, attaching the photographs.

Important: A damage report prepared with the courier and detailed photographic documentation significantly facilitate the assessment of your complaint. In the absence of proper documentation, we will assess the legitimacy of the damage on a case-by-case basis, based on the available evidence.

Hidden damage

If the damage becomes visible only after opening the parcel (the packaging appeared intact on the outside), please document it with photographs in the same way and report it to us as soon as possible after discovery. You may also exercise your rights in the case of hidden damage.

Return of defective products

In the case of a justified complaint, the cost of returning the product shall be borne by Multi View Digital. We will communicate the exact method and address for the return when processing your complaint. For large products (over 30 kg) or pallet-shipped items, we also offer door-to-door pickup and return — we will inform you about this option when processing your complaint.

Please note: a complaint regarding a defective product is not the same as the 14-day right of withdrawal. You can find information about the right of withdrawal on our dedicated page.

Multi View Digital is not the manufacturer of the products offered. Some manufacturers provide their own warranty for their products — the terms of such warranty are set out in the warranty certificate enclosed with the product.

Legal guarantee of conformity

Under the consumer protection legislation of the European Union (Directive 2019/771/EU), Multi View Digital as the seller is liable for the conformity of the products sold. This means that if a product is defective or does not conform to the contract, you are entitled to request a remedy.

Guarantee period

You may exercise your guarantee rights within at least 2 years from the date of delivery of the product — this is the same in most EU Member States, although some Member States may provide for a longer period. For the exact guarantee period, please consult the consumer protection legislation of your country.

Reversed burden of proof

Within 1 year from the date of delivery of the product, it is presumed that the defect already existed at the time of delivery, unless this is incompatible with the nature of the product or the nature of the defect. This presumption operates in your favour, and the seller bears the burden of proving otherwise.

What remedies can you request?

In the case of a defective product, you may exercise the following remedies, in the following order:

1. Repair or replacement — You may choose between the two, unless the chosen remedy is impossible or would impose disproportionate costs on the seller.
2. Price reduction or rescission of the contract — If repair or replacement is not possible, was not carried out within a reasonable time, or caused significant inconvenience to you, you may request a proportionate reduction of the price, or you may rescind the contract and request a full refund of the purchase price.

Rescission of the contract as part of a guarantee claim is not the same as the 14-day right of withdrawal without giving reasons, about which you can find information on our dedicated page.

Difference between legal guarantee and commercial guarantee

The legal guarantee is the seller's statutory obligation, which applies to all products — the seller is responsible for ensuring that the product conforms to the contract. A commercial guarantee, on the other hand, is a voluntary, supplementary commitment by the manufacturer or the trader, which may grant additional rights beyond the legal guarantee. The existence of a commercial guarantee does not affect or limit legal guarantee rights.

Alternative Dispute Resolution

The European Commission's former Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025. For cross-border consumer disputes, the European Consumer Centres Network (ECC-Net) provides free assistance:

ECC-Net — European Consumer Centres Network

The email address of Multi View Digital for dispute resolution purposes: ">.

National consumer protection authorities

If you do not agree with the outcome of the complaint, you have the option of contacting the competent consumer protection authority or conciliation body of your country. Information about the competent authority can be found on the ECC-Net website.