Missing or Damaged Items

Handling Missing or Damaged Items

Missing Items

  1. Report Missing Items:
    • If an item is missing from your order, please report it to our customer service team within 14 days of receiving your shipment.
  2. Verification Process:
    • We will verify your claim by checking our shipping records, including tracking information and packaging processes.
  3. Resolution:
    • Once verified, we will either send you the missing item or issue a refund, depending on your preference and item availability.

Damaged Items

  1. Report Damaged Items:
    • If you receive a damaged item, please report it to our customer service team within 7 days of receiving your shipment.
  2. Provide Proof of Damage:
    • To process your claim, you must provide clear photographs of the damaged item and the packaging it arrived in.
    • These photos should clearly show the damage and any evidence that it occurred during shipping.
    • Also include at least one photo that shows the whole item.
  3. Contact Us Before Returning:
    • Contact our customer service team as soon as possible before sending the damaged item back.
    • We will provide you with the necessary instructions on how to proceed.
  4. Return the Damaged Item:
    • Once you have contacted us and received instructions, return the damaged item to us in its original packaging. You are responsible for the return shipping costs.
  5. Inspection and Refund Process:
    • Once we receive the damaged item, we will inspect it to confirm the damage.
    • If the damage is confirmed to have occurred during shipping, we will either send you a replacement item or issue a refund, depending on your preference and item availability.

Eligibility for Refund

To be eligible for a refund for missing or damaged items, please ensure the following steps are taken:

  • Timely Reporting: Report any missing or damaged items within the specified time frames (14 days for missing items, 7 days for damaged items).
  • Provide Proof: Submit the required photographs for damaged items to help us verify your claim.
  • Contact Before Returning: Contact us before returning any damaged items to receive instructions.
  • Return Damaged Items: Return the damaged items using the instructions provided, at your expense, for inspection.

Limiting Fraud

We take the following steps to limit fraudulent claims:

  • Tracking Information: All shipments are sent with tracking information to verify delivery status.
  • Photographic Evidence: We require photographic evidence of any damage claimed to have occurred during shipping.
  • Inspection: Returned items are inspected to confirm the reported damage.

By following these procedures, we aim to ensure a fair and efficient resolution for all our customers while protecting against fraudulent claims.

If you have any questions or need further assistance, please contact me at info@10GU.nl

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