Complaints🔗︎
It can always happen that something does not go quite as planned. We recommend that you first report complaints to us by contacting our customer service department using the form below. Do this in any case within 14 days after the order was received by you. Of course we will do our best to resolve your complaint to your satisfaction!
It is always annoying when a final product does not meet your requirements. The premise of our production process is that the customer is responsible for supplying the correct files.
!!! warning "Order according to the delivery specifications and guidelines". If a drawing falls outside the set specifications and specific guidelines, Dumaco cannot be held responsible for loss of quality of the produced product.
My order was not delivered at the expected delivery time.🔗︎
After the expected delivery date, please contact us and we will sort it out for you.
I have received too few products.🔗︎
This, of course, is not the intention. It may be that it is a partial delivery. You can find more information on the packing slip that came with the products. Is there no information about a partial delivery? Please contact us.
What tolerances can I expect?🔗︎
Because our products are made by machines, we have set a number of tolerances. To be sure, please check the specifications in our knowledge base first.
The dimensions of my ordered product are not correct.🔗︎
We will gladly help you find out why this could happen and seek for an appropriate solution.
There is damage to my product.🔗︎
This is certainly not the intention. We would like to solve this together with you. If you have received a damaged or defective product, we recommend that you take pictures of the damage or defect immediately. Is the packaging also damaged? Please take a picture of this as well.
How do I share a complaint with you?🔗︎
If you have a quality issue with your order, please let us know. You can fill out the form below to do so. Your complaint is our priority: our customer service staff will do their best to come up with a solution as soon as possible.
What specific information from a complaint do we need?
- A clear description of your complaint;
- The order number (DP number);
- Line number and/or lot line number;
- Photos of the product with quality problem (in case of size discrepancy please include a photo with the measured value with a caliper);
- Photos of the product with damage (please also include the packaging in the photo, as you received it);
- Desired solution;
We will then have all the necessary information to solve it for you. Our staff will contact you within 48 hours (on business days).