Customer service
Do you have a question or a problem, or do you simply need help quickly? We are here for you. So that we can help you quickly, just describe your request using the form. The more precise your details – for example the model name, item number and a photo of the piece of furniture – the faster we can find the right solution. Just fill in the following form. We will get back to you as quickly as possible.
Complaints
We are very sorry if there is reason to complain about your goods. In the case of a justified complaint, we will of course provide a free replacement via the specialist retailer. Unfortunately, complaints cannot be handled directly by PAIDI.
Please contact your PAIDI specialist retailer, who will be happy to help you with your complaint. Please note that characteristics resulting from the design and manufacturing process are not grounds for complaint.
General quality and assessment criteria for industrially manufactured furniture in accordance with RAL GZ 430 and DIN EN 68871:
- Defects are assessed from a distance of 50 cm in diffuse light (overcast sky)
- The defect must be immediately “obvious” to an unbiased observer (without sunlight, spotlights etc.)
- It is also relevant whether the complaint concerns fronts or areas that are not directly visible or of secondary importance
- The “harmonious” overall impression from a distance of 2–4 metres (at eye level) must be preserved and free of defects when new.
To help us assist you as quickly as possible in the event of damage, it is very helpful if you observe the following points:
- Detailed documentation/description of the defect, including the actual/suspected cause of the complaint.
- The symbol number as shown in the assembly instructions
- At least 3 photos of the damaged part from different angles. These must be provided to the specialist retailer.
- A close-up of the defect from a distance of approx. 50 cm together with a reference object such as a coin or a folding rule
- A photo of the entire component (please mark the defect).
- A photo of the entire piece of furniture (please mark the defect).
If you have any questions or anything is unclear, please feel free to contact our customer service via the enquiry form.