A damaged parcel is of course not what we want. Fortunately, we can sort it out for you quickly. Below, you can read what is best to do.
Can you see the damage at the door?
Is the box clearly damaged when the delivery driver is standing at your door? You can refuse the parcel. It will then be returned directly to us. Let us know, and we will send you a new device or refund the amount as soon as possible.
Have you already accepted the parcel?
Check your order as soon as possible after receiving it. Check not only the box, but also the device and the included accessories.
Take photos before unpacking or throwing anything away. Photograph:
- the outside of the shipping box, including the shipping label;
- the inside of the box and the packaging material;
- the damage to the device or accessories.
Report the damage to us
Contact our service desk and include the photos. Please state:
- your order number;
- what has been damaged;
- when you received the parcel.
Report the damage as soon as possible after receiving the parcel, preferably within a few days. This allows us to deal with the matter properly with the carrier.
What happens next?
We will review your report and come up with a solution. Depending on the situation, we may:
- send you a replacement device;
- repair your device in our own workshop;
- or refund the purchase price.
We will let you know what is possible in your case. Does your device need to be returned to us? It must then be registered as a return, and you will receive a free return label.
Keep the packaging
Keep the shipping box and packaging material until the damage has been dealt with. The carrier may ask for them as part of an investigation into the damage.
Only the box is damaged
Is only the outer packaging dented or torn, while your device works normally? Then you do not need to do anything. Are you unsure? Send us a photo and we will take a look with you.
Contact
Our service desk is available on working days from 08:00 to 17:00 via WhatsApp, chat, telephone and email. For damage reports, WhatsApp is convenient because you can send your photos directly there.