What should I do if my order arrives damaged or with missing parts?

We always strive to deliver the highest quality products and ensure they are in pristine condition before they leave our warehouse. Although it is rare, some damage may occur during the shipping process due to the handling in transit.

If your order arrives damaged or with missing parts, contact us promptly. We're here to help, and your feedback is crucial in resolving the issue. Failure to report damage/missing parts in a timely manner or failure to follow the support team's instructions in such cases may negatively impact our ability to support and provide adequate resolution. Below is a guideline on what to do if you believe you've received a defective product.

Report the damage: If you believe you've received a defective product, please contact us within 7 days of receiving it. Provide details such as your order number, the defective item, and include a photo or video clearly showing the defect. 

Resolution process: Depending on the severity of the damage to your order, we reserve the right to offer suitable solutions tailored to your situation. These options may include:

• Compensation: In cases where the damage is minor and can be addressed without replacing the entire item, we may offer compensation as an appropriate resolution.
• Replacement Parts: If specific components of the product are damaged or missing, we may provide replacement parts to ensure the complete functionality of the item.
• Entire Replacement: For more severe damage that affects the overall usability of the product, we may offer a complete replacement of the item.

Warranty Terms: Products returned under warranty terms may be subject to inspection. We reserve the right to refuse a refund or exchange if there's a breach that voids the warranty coverage. This may include undisclosed damages, improper packaging, failure to follow handling instructions, or any condition that affects our ability to salvage, refurbish, or resell the product.

Return Initiation: To initiate an exchange or a return request, contact us via email. Include the following information:

Your order number
The defective or missing item
A clear photo or video of the defect

Prepaid Return Label: If an exchange or a return is approved under warranty terms, a prepaid return label will be provided free of charge. Note that the label is valid for fourteen (14) days from the date of issue via email. If you do not use the prepaid return label during its period of validity, you will be responsible for the cost of obtaining a second prepaid return label.

Exchange - Refund Process: Once we receive the returned package and conduct an inspection, the exchange or refund will be initiated.

We appreciate your cooperation and understanding. Our team is committed to resolving the issue promptly and ensuring your satisfaction. If you have any further questions or concerns, feel free to contact our customer service team.