Good afternoon,


We acknowledge receipt of your report, which we have analyzed with the utmost care.


Regarding the reported damage, we inform you that it is not covered by warranty, as you can see in the conditions below.


"This commercial warranty applies only to products purchased and used for household purposes and does not cover damage caused by misuse, neglect, non-compliance with KOELN's (TRISTAR & PRINCESS) instructions for use, or the product has been subject to unauthorized handling or repair, insufficient packaging by the owner of the product or incorrect transportation by the carrier. It also does not cover normal wear and tear, maintenance or replacement of consumables, nor in the following cases: (...) - stains, rust, discoloration or scratches."


Any further questions, please contact us!


Thank you,