Complaints

Please handle complaints about defective goods exclusively as follows:

We as the management consider defects of up to 5% of the annual turnover to be acceptable for the customer, due to the pricing of IKO and the calculation surcharge of the industry. We work with very low margins and therefore often offer you as a customer significantly better prices than competitors. Therefore we also try to minimise unnecessary work for both sides.
The processing of a complaint often costs more than the value of the goods complained about. Defective ceramic, poly or glass articles over 5% of the order value only need to be photographed and the photos sent to us by e-mail. Returns must be returned FREE to IKO, we will gladly provide a replacement. Freight collect shipments are generally rejected.
In case of freight damage we hold the forwarding agency liable. A prerequisite is the correct acceptance of goods (see "Correct acceptance of goods"). In this case, please fax or e-mail us the completed complaint form which is enclosed with every shipment (see "Complaint Form").

If you cannot accept this, please do not order from us.