Frequently asked questions
Frequently asked questions.
Who can use the B2B service center?
Every Sebra retailer can use the service center.
For end consumers:
If you have ended up on this page in regards to a claim, please contact the store where the product was purchased. The retailer will assist in processing your claim.
I have received a claim. How do I handle it?
All claims must be made via the Claimlane claim system.
To use Claimlane, you must be a registered user. You can read more about Claimlane and request access to the system here: https://uk.sebra.dk/claimlane
How do I get my retailer reference number attached to my claim?
If you need a specific reference number for your claim, Claimlane has a specific field that can be filled in during the creation of the claim or afterwards. Please note that all claims will always be assigned a ticket number in Claimlane, which must be referenced in all enquiries to Sebra.
I have received a damaged item. What do I do?
According to Sebra's sales and delivery terms, the goods must be reviewed immediately upon receipt and before the goods are labeled or put into service, to ensure that they aren’t defective. Claims about defects during this check must be made immediately and no later than 8 days after delivery.
For other defects, including non-visible damage, a claim must be reported immediately after the defect has been discovered, but no later than 3 months after the delivery date. Note that the risk of the product's downfall or damage will surrender to the buyer upon delivery.
Are there any claims Sebra does not accept?
Yes. Sebra does not accept claims in regards to products that have been damaged due to carelessness / accident, for instance if a product is dropped or hit against hard materials such as clinks or wood flooring.
Incorrect use and misuse of products are also not accepted as claims, as well as products that change color or shape due to weather and wind, such as painted and printed products exposed to long-term and direct sunlight.
What is a batch-number?
A batch number, also called a production number, describes a specific shipment of products. It is very important that the batch number is attached in case of a claim, as a malfunction of a product in the worst case may be a major production failure.
The batch number typically consists of 4-9 digits that may be printed on the product itself, the packaging or on a label attached. Se examples here.
What should I do with a damaged product?
When a claim has been finalized, it will be up to Sebra to assess whether the product should be destroyed or returned to Sebra's warehouse. It is by no means permitted to sell defective/damaged Sebra products, if it is agreed that the product must be destroyed
How should I document the damage of the product?
To ensure a quick process for all parties, it is important to add image documentation of the claim upon first inquiry to Sebra. There is no requirement for image quality - mobile photos are fine as long as the damage is visibly documented.