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I've received a damaged product, what's next?

Firstly, this is heartbreaking for us as we work hard to avoid situations of this nature and secondly, we do recognise that things do happen and we will do our utmost to get you up and running as quickly as possible.

2 questions you need to ask yourself:

Is the product useable at its current state? If yes, then do the following:

Take an image of the entire product with the damaged part in view

Take a close up image of the damage

Take a photo of the packaging

Our customer support team will then make a case for a partial refund to management. You will generally be refunded within 3-5 working days. If you are not satisfied with the partial refund offered, then, a replacement will be sent and the damaged product collected. Customer support will walk you through the easy returns process.

If the product is not useable.

Send images of the packaging as well as the damage. This will help our team raise a damage claim with the carrier. The carrier will collect the damaged product and deliver the replacement. As easy as that! 🙂

Didn't find an answer?

Our team is ready to answer any questions you might have.