Order arrived damaged – what should I do?

Has your Kardena order or product been damaged during transit?

Please document the damage as soon as possible after receiving the order.

1. Do not dispose of the packaging immediately

Please keep the following items:

• Shipping box
• Packing material
• Product packaging
• Damaged items
• Shipping label

⚠️ Important:
Do not dispose of the packaging until the issue has been resolved. In the case of damage during transit, photos and the packaging material may be required for further processing.

2. Take photos of the damage

Take photos that show as much detail as possible of:

• the outside of the shipping box
• any visible damage to the box
• the opened parcel
• the inner packaging
• the damaged product
• the shipping label

3. Contact Kardena support

Please then contact our support team.

When contacting us, please provide the following details:

• Order number
• Which item has been damaged
• A brief description of the damage

If possible, attach the photos directly to your message.

Is it just the packaging that’s damaged?

If only the product packaging is slightly damaged, but the product itself is complete and in perfect condition, please let us know this as well.

Is the smartwatch not working either?

If, in addition to visible transport damage, the smartwatch is not working properly, please also describe the fault.

💡 Tip:
Good photos of the parcel, packaging and product enable us to assess the damage much more quickly.

Updated on: 27/08/2026