What if my order is damaged?

We’re Here to Help with Damaged Orders

At Ouenze.com, we take great care to ensure that your order arrives in perfect condition. However, we understand that sometimes items can get damaged during shipping. If you receive a damaged item, we’re here to make it right.

Steps to Take if Your Order is Damaged

1. Inspect Your Package: As soon as you receive your package, carefully inspect it for any visible damage.
2. Document the Damage: Take clear photos of the damaged item(s) and the packaging. These photos will help us process your claim quickly.
3. Contact Customer Service: Reach out to our customer service team within 7 days of receiving your order to report the damage.
   • Email: Send an email to [email protected].
   • Phone: Call our customer service team at [customer service phone number].
4. Provide Necessary Information: In your communication, please include:
   • Your order number
   • A description of the damage
   • Photos of the damaged item(s) and packaging

Resolution Process

1. Review and Verification: Our customer service team will review your claim and verify the damage based on the information and photos provided.
2. Return Instructions: If the damage is confirmed, we will provide you with instructions on how to return the damaged item. In some cases, we may ask you to dispose of the damaged item appropriately.
3. Replacement or Refund:
   • Replacement: We will send you a replacement item at no additional cost.
   • Refund: If a replacement is not available or if you prefer, we will issue a full refund to your original payment method.

FAQs

How long do I have to report a damaged item?

• You must report any damaged items within 7 days of receiving your order.

What if I only notice the damage after opening the package?

• Even if the damage is not visible until after you open the package, please follow the same steps to document and report the damage.

Do I need to return the damaged item?

• In most cases, we will ask you to return the damaged item. We will provide a prepaid return label for your convenience. In some instances, we may advise you to dispose of the item.

How long will it take to receive a replacement or refund?

• Once we have processed your claim and received the damaged item (if applicable), replacements are usually shipped within 3-5 business days. Refunds are typically processed within 5-7 business days.

Who covers the return shipping costs for damaged items?

• Ouenze.com will cover all return shipping costs for damaged items.

Need Assistance?

If you have any questions or need further assistance with a damaged order, please contact our customer service team at [email protected].

Our Commitment

At Ouenze.com, customer satisfaction is our top priority. We are committed to resolving any issues with damaged orders quickly and efficiently, ensuring you can shop with confidence.

Thank you for choosing Ouenze.com! We appreciate your business and look forward to serving you again.