How to File a Complaint about a Product


How to File a Complaint about a Product

Products Not Purchased from Our Online Store If the product was not purchased from our online store, please contact the retailer where you bought the item. Check your receipt for the retailer’s details. If you are unsure which retailer to contact, refer to your receipt. The retailer will handle your complaint.

Complaints for Products Purchased from Pinewood's Online Store If a product purchased from our online store does not meet the desired quality, we will help you file a complaint. Follow the instructions under "Return a Product.

If you wish to file a complaint because you received a different item than what was stated in your order confirmation or if the product is defective, we will replace the item with a new one, provided it is in stock and the complaint is approved.

For complaints regarding defective products that are older than one year from the delivery date, we may apply a usage/wear deduction on a case-by-case basis, meaning that not the entire purchase amount will be refunded if it is deemed that you have had significant use of the product before it became defective. Also, refer to the section "§9 Warranty" in the purchase terms. If the product breaks after minimal use, we will replace it free of charge.

Questions or Concerns about Your Complaint?

Email us at

You do not need to order a new product from the online store. We will ensure you receive a replacement. We cover the return shipping costs to and from you for approved complaints. If the product is not in stock, the entire amount will be refunded through Klarna.

If the complaint is not approved, we will charge the return shipping cost to you through Klarna.

Missing Your Return and Complaint Form? 

Download the return form

Missing Your Return Address Label? 

Email with your order number, first and last name, personal ID number, address, and phone number, and we will send you a new return address label.