Claims

With immediate online support and fast claims resolution, we ensure that otherwise dissatisfied customers stay happy and loyal in the event of a claim. The entire process is designed to resolve claims as quickly (and as stress-free) as possible for the customer.

How customers can file a claim

If a customer with Hakuna product protection approaches you about a product issue, you can give them information on how to file a claim with us.

Warranty defects occurring within the statutory warranty period (which is between 12 and 24 months from the date of fulfillment, depending on the type of customer and the condition of the product) are the responsibility of the seller and should not be filed as claims with Hakuna.

To file a claim with us, customers can choose between two simple options:

1. Hakuna claims chat

Customers can use our claims chat to file a claim super easily. Our virtual claims specialist will guide them through the entire process step-by-step. Whenever they need any additional support, they can add a live support agent to the chat with the click of a button.

2. Email

Another way customers can file a claim is by sending a short email to [e-mail]. We'll get back to them with a short overview of the information we need to process the claim, and let them know that they can continue via email or the claims chat.

How claims are resolved

Within 24 hours of submitting a claim, we'll let customers know whether or not the damage they've reported is covered by their insurance. In most cases, we'll even provide them with an immediate response.

Once a claim has been accepted, we'll send the customer a confirmation email with information about the next steps.

Sustainability is important to us, so we repair first, whenever possible. If repair isn’t an option, we’ll replace or refund the product.

Repair

If repair is possible, we will arrange an appointment with the customer at one of our registered service partners or send them a shipping label so they can send the product in for repair. The product will be repaired within a few working days and then returned to them.

Replacement

If repair is not possible, e.g. in the case of a stolen product, we may provide the customer with a replacement product.

Refund

If repair is not possible, e.g. in the case of a stolen product, we may refund the purchase price to the customer in a voucher.

No matter how the claim is resolved, we’ll make sure that the customer has a working product back in their hands as soon as possible.