Complaints

Almost all shipments arrive safely, but in rare occasions damage may occur in transit. If this happens, it is important that we get the necessary photo documentation from you within 3 days of the shipment being in your possession. That way, we can resend you a new item free of charge.

Note! Therefore, it is important that you open the shipment upon receipt and check that the products are intact, even if you do not have to use the products immediately.

If transport damage has occurred, we ask you to send us the following photo documentation:

1. The damaged product.

2. The front of the package. All four corners must be visible in the image.

3. The back of the package. All four corners must be visible in the image.

4. The package's internal protection, including bubble wrap and air cushions.

5. The package label (clear and legible).

The pictures, your order number and the description of the complaint must be sent to info@brainchild.dk

Note! We would like to point out that exchanges of products purchased online must be handled online. As a rule, they cannot be handled in our physical store in Horsens without prior agreement.

In case you have a complaint for a product purchased in our physical store in Horsens, you can contact us at our physical store.

You can contact info@brainchild.dk in advance and tell us about your complaint. In this way, we can make sure that you get the best possible service when you contact our store – if you need a new product, for example, we can make sure it is in stock and prepare it for collection.

Remember to bring your receipt when you contact our physical store.

Note! Please note that complaints and exchange of products purchased online must be handled online. You cannot bring til products to our physical store in Horsens.