Faulty ProductsUpdated 9 months ago

Our commitment to quality means that we take concerns about faulty items seriously. This policy provides guidance on how we address these concerns to ensure you receive the products you deserve.

Faulty items are products that:

• Arrived damaged or broken.
• Do not function as they're supposed to, based on the product's description and purpose.
• Have manufacturing defects.

Customers have 30 days from the date of receipt to return any item they believe to be faulty. 

Procedure for Returning Faulty Items:

• Notification: Please notify our customer service team within 7 days of discovering the fault, providing a detailed description and photos, if possible.

• Package & Return: Once your return is approved, package the item securely, preferably using the original packaging. Include all original contents.

• Shipping: Depending on the situation, we may provide a prepaid return shipping label. If not, we recommend using a trackable shipping method. We cannot be held responsible for items lost in transit.

Refund/Replacement:
Upon receipt and verification of the fault, customers can choose between:

• A full refund to the original payment method.
• An exchange for the same item, if in stock.
• Store credit for the value of the returned item.

Technician Oversight:
For certain products or specific types of faults, we may require an assessment by a technician before approving the return. This is to ensure that the fault is genuine and to determine if a repair is more appropriate than a return. Our customer service team will inform you if your return request necessitates technician oversight. The technician's assessment can either:

• Validate the fault and proceed with the return process.
• Offer a repair or replacement if the product can be fixed without a return.
• Determine if the fault was due to misuse, in which case the product might not be eligible for return.

The technician's findings are final and will determine the subsequent steps in the return process.

Exceptions:
Items damaged due to misuse, neglect, or accidents are not considered faulty for the purpose of this policy. Items showing normal wear and tear are also excluded.