Customer support · Returns and claims
Policy för returer, reklamationer och klagomål
Choose the correct route for changing your mind, reporting a missing or damaged item, raising a product claim or reporting a possible safety incident.
Buying for yourself?
EU consumer rights can apply to online purchases, including withdrawal rights and a legal guarantee for faulty goods. Product-specific exceptions may apply.
Go to private customer guidance →Buying for an organisation?
Business returns follow the agreed order terms and normally require written return instructions before goods are sent back.
Go to business guidance →What do you need help with?
Select the closest topic below. If you are unsure, contact Testora and include your order number where available.
A normal return, a claim about a faulty product and a possible safety incident are handled differently. If the product may be unsafe, stop use, keep it and its packaging, and follow the incident route.
For private customers
Changing your mind after an online purchase
Consumers buying online in the EU normally have 14 days from delivery to notify the trader that they wish to withdraw, without giving a reason. Send a clear statement to support@testora.eu and include the order number.
Contact us before dispatch so we can provide the correct return address and handling instructions. Your notification date—not prior approval—determines whether you notified us within the applicable period.
Products that may not qualify for change-of-mind return
Exceptions can apply, including to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed, and to personalised or rapidly deteriorating goods. An exception is assessed against the exact product, its condition and applicable law; buying a health-related product does not automatically remove consumer rights.
Return cost and refund
For a valid change-of-mind return, the consumer normally bears the direct return cost when informed of that before purchase, unless Testora agrees otherwise. Refund timing and any permitted withholding until goods or dispatch evidence are received follow applicable consumer law.
Wrong, missing, damaged or faulty goods
Kontakta Testora with the order number, product name, photographs and batch or lot details where available. Under EU rules, consumers have at least a two-year legal guarantee for goods that are faulty or not as described; national rules may provide additional protection. Available remedies depend on the circumstances and applicable law.
Possible product-safety issue
Stop use if continued use could create a risk. Keep the test, packaging, instructions, batch or lot number and photographs. Do not post the product until Testora or the relevant responsible operator provides safe handling instructions.
For businesses and professional buyers
Report the issue
Email the company name, order number, product, quantity, batch or lot information, expiry date where relevant, photographs and a concise description. Separate delivery shortages from quality or safety complaints.
Return instructions
A conforming business return normally requires written agreement. Use the return reference, address, carrier and packaging instructions supplied by Testora. Written return instructions do not by themselves confirm that a credit or refund is due.
Condition and traceability
Opened, used, unsealed, customised, private-label, expired, temperature-sensitive or otherwise non-resalable products may be ineligible for a discretionary return unless defective, incorrectly supplied or otherwise covered by the contract or mandatory law.
Assessment and outcome
Depending on the facts and applicable terms, Testora may correct an error, replace affected goods, issue a credit, refund an amount or explain why the claim is not accepted. Safety actions and recalls follow separate instructions.
Start a return or claim
State whether you are a private or business customer and whether the issue is change of mind, damage, missing goods, a defect or a possible safety concern.