Product Repair Information

Can a damaged product be repaired?

If a product bought in our shop has been damaged, what happens next depends on the cause of the damage, the purchase date and the availability of spare parts or service.

The product is defective or doesn't work properly

If the problem may be caused by a defect in the product or its non-conformity with the contract, file a complaint. The quickest way is our returns and complaints system:

Go to the returns and complaints system 

When filing a complaint:

1. Log in with the email address you used when placing the order.
2. Select the right order and product.
3. Describe the problem in detail, when it occurred and how the product was used.
4. Attach clear photos showing the whole product and the damaged area.
5. State your preferred way of resolving the complaint, if the system allows it.

Once we have reviewed your report, we will let you know what happens next. Do not send the product back on your own before you receive the relevant instructions from us.

The product was damaged during use

If the damage is not caused by a defect in the product, but you want to check whether it can be repaired or a spare part can be bought, write to us at info@moodnook.com.

In your message, give:

• the order number,
• the product name or code,
• a detailed description of the damage,
• information on how the damage occurred,
• photos of the whole product and the damaged part.

What solutions may be available?

• Repair under a complaint – if the problem is covered by the seller's liability and repair is possible.
• Product replacement – if this follows from the outcome of the complaint and is possible in the given situation.
• Manufacturer's warranty – if the product is covered by a warranty and its terms provide for repair or another remedy.
• Spare part – if the relevant part is available from the manufacturer or supplier.
• Paid repair – if it is technically possible and available for the product.

The availability of parts, repair or replacement is checked individually each time. We cannot guarantee that every product can be repaired or that all spare parts are available.

Other ways to file a complaint

Using the system is not mandatory. You can also file a complaint by email to info@moodnook.com with the subject “Complaint – order number” (attach a description and photos) or in writing to: Mood Nook, ul. Równa 19D, 80-067 Gdańsk. We will reply within 14 days, however you file it.