If you have received wrong or damaged goods, this is called a warranty case. The Trusted Shops Buyer Protection does not represent a product warranty. In such cases, please contact the online shop directly.
Have you revoked the purchase contract or returned the goods and are now waiting for a refund? In this case, please be sure to contact us via your Trusted Shops account before your Trusted Shops protection expires. You can find instructions on how to do this here.