Oh no! We are very sorry to hear that. Our team takes great care to ensure your products arrive in perfect condition, but we understand that sometimes mishaps happen. Don't worry, we're here to help!
📸 Step 1: Prepare your evidence
Before starting your request, we will need you to prepare 3 key photographs. This is essential for our quality team to review the case with the shipping company:
🖼️ The damaged product: A photo clearly showing the defect or breakage.
🏷️ The shipping label: A clear image of the label attached to the box (where your details and the barcode are legible).
📦 The box and packaging: A photo of the exterior of the box (showing if it has any dents/damage) and the internal packaging used to protect the product.
💻 Step 2: Register your claim
Follow these steps on our website to initiate the process:
Log in to your account: Use your email and password.
My Purchases: Click on your name (top right) and select My Purchases.
Select the product: Under the affected item, click on Return this product and then on RETURN.
Reason: In the form, select the reason: "The product is in poor condition or does not work."
Details and photos: Leave a brief comment explaining the situation and attach the photos you prepared in Step 1.
Action: Click on RETURN or REPLACE and choose the number of units.
Finalize: Review your refund summary on the left and click Request.
👨💻 What happens next?
One of our agents will review the information and photographs to find the best solution for you as quickly as possible.