My item is faulty or damaged, what do I do?Updated a day ago
We strive to ensure that all orders arrive in perfect condition. If your product is faulty or damaged, this must be reported within 24 hours of delivery with supporting photos of the item and packaging. We have two options. We can offer you a replacement or exchange with the same speedy delivery you received your first order. Secondly, we can offer you a full refund…
1. Start by following the same process as Unwanted Products by Submitting A Ticket our contact us form, but selecting the correct return reason of Damaged Product.2. When completing your form, we ask that you give us as much detail of the fault/damage as possible. On occasion, we may ask for photos of any faulty or damaged goods, including the original packaging, to determine the nature of the fault and log it in our system correctly. All of this means we can process your return much quicker.
3. You must retain all original packaging until the item has been fully inspected and accepted. Without the original packaging, we are unable to verify transit damage and claims may be declined.
4. A jolt in the back of a van happens. Try and package your items how you received the item, regardless of the initial fault, to ensure it doesn’t get damaged further during transit. This means you’ll receive your refund quicker and this product could be resold in our Seconds Outlet if they are in a useable condition.
5. Arrange an appropriate time where you’ll be in to review the pickup. Also be aware that couriers often have time frames across the day. Ask for a receipt once collected so you can track your order effectively. Items reported as damaged after use, assembly, or after 24 hours may be treated as wear and tear unless a manufacturing defect is identified.