How can we help you?

Order is damaged

I’ve received a faulty/damaged item

Q: I’ve received a faulty or damaged item. What should I do?

 

A: We sincerely apologize for any inconvenience caused by receiving a faulty or damaged item. Here’s how we can assist you in resolving this issue:

 

Document the Issue:

 

Upon receiving the package, carefully inspect the contents for any signs of damage or defects.

Take clear photos or videos that clearly show the issue with the item. Include close-up shots of the damage or defect.

Contact Customer Support Immediately:

 

Notify Us Promptly:

Contact our customer support team as soon as possible to report the faulty or damaged item.

Provide your order number, details of the issue, and attach the photos or videos you took.

Timeframe:

It’s important to report any issues with faulty or damaged items within a reasonable timeframe after receiving your order, typically within 48 hours.

Assessment and Resolution:

 

Evaluation:

Our support team will review the information and evidence provided to assess the nature and extent of the issue.

We may request additional information or documentation to facilitate the process.

Options:

Depending on the assessment and product availability, we will offer one of the following options:

Replacement of the faulty or damaged item (if available).

Refund for the faulty or damaged item.

Store credit or voucher for future purchases.

Return Process (if applicable):

 

If a return is necessary due to a faulty or damaged item, we will provide you with a return shipping label.

Package the item securely in its original packaging, including all accessories.

Drop off the package at the designated shipping location as instructed.

Customer Support:

 

Our dedicated customer support team is committed to resolving your issue promptly and ensuring your satisfaction.

Contact us with any questions or concerns regarding your faulty or damaged item, and we will assist you every step of the way.

We apologize once again for any inconvenience caused and appreciate your cooperation in helping us resolve this matter swiftly. Your satisfaction is our priority, and we are here to ensure a positive shopping experience with us.

 

 

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