Arrange a return
Before sending a return, confirm the return reference, destination, products, quantities and requested inspection. Receipt, visual inspection, functional testing and release for resale are separate services. The merchant determines refunds to its customer under applicable consumer law and its sales terms.
Damage or shortage
Document at handover where possible and report promptly. Include order and tracking references, receipt date, affected items and quantities, photos of the outer packaging, label, inner packaging and damage, and evidence of value. Keep goods and packaging for possible inspection until released. Observe contractual and carrier deadlines.
Loss, delay and resolution
Missing tracking updates do not establish loss. Request an investigation with the last tracking event and recipient checks. Refunds, replacement dispatch and compensation depend on cause, evidence, agreement and insurance cover; they are not automatic. Undeliverable parcels and incorrect addresses may cause return or reshipping charges, which should be clarified before further action.
Questions or requests
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