How to correctly submit a complaint or warranty claim
1. Photograph the vehicle and window tint film
In order for us to review your complaint accurately and efficiently, we require clear photos of the vehicle from the front, rear and side. This allows us to identify the correct body type without ambiguity.
In addition, please provide photos that clearly show the affected area of the window tint film (tint film / solar film). Further guidance can be found in our photo guide.
2. Measure the deviation precisely (in millimetres)
Please always state the deviation as a single, exact total measurement in millimetres (e.g. “9 mm” instead of “between X and Y mm”). The deviation must also be described in writing.
Different measurement methods or unclear values may lead to misunderstandings. For this reason, we ask that all measurements are clear, consistent and easy to verify.
Important: The window tint film must be installed before measuring, as only an installed film shows the actual fit and allows the deviation to be measured correctly. This ensures that any replacement film can be produced accurately and prevents the same issue from occurring again.
3. Complete and submit the form
Once the vehicle and window tint film have been photographed correctly and the deviation has been measured precisely, you may submit your complaint using the form.
How to photograph a complaint – quick guide
Follow these guidelines when photographing your vehicle and window tint film, so we can assess your case quickly, clearly and correctly.
1. Photos from the outside
Less suitable: Close-up detail photos alone are usually not sufficient to assess the body type and overall situation.
Ideal: A photo showing the vehicle, window and entire film. This allows us to reliably assess installation, fit and potential production issues.
2. Photos from the inside
Less suitable: One-sided detail photos (e.g. only one corner) often make it difficult to assess the overall fit.
Ideal: A photo showing the entire film from the inside, allowing both sides of the window and the full fit to be evaluated.
How to photograph your vehicle correctly
Follow these guidelines to photograph your vehicle correctly, so we can assist you efficiently with complaints, warranty cases or questions regarding the correct body type selection.
Common causes of deviations
A common issue is measuring the film on the glass before installation. During installation, the window tint film is stretched by approximately 5–10 mm. For this reason, a complaint can only be assessed based on an installed film.
If only 1–2 mm are missing after installation, this often indicates insufficient stretching during installation. In such cases, we will usually ask for a reinstallation before proceeding further.
Discounted re-order as part of our warranty solution
Within 12 months of your original delivery, you are entitled to a 20% discount on replacement films. This allows you to re-order individual films or a complete set at a reduced price if needed.
Before submitting a complaint
- Please verify that your order is correct before submitting a complaint – especially if the delivered films do not fit at all. The determining factor is the body type (model series), not the model year.
- Information regarding returns and withdrawal rights can be found on our page Returns & complaints.