I’ve received a faulty/damaged item

At OUENZE.COM, we strive to ensure that every product we send is of the highest quality. However, if you receive an item that is faulty or damaged, we’re here to help you resolve the issue. Follow the steps below to report the problem and get assistance.

1. Inspect Your Item

As soon as you receive your order, please inspect the item carefully. Check for any signs of damage or defects. If you find that your item is faulty or damaged, take the following steps:

Step 1: Document the Issue

• Take Photos: Capture clear photos of the faulty or damaged item, including any defects or damages. These photos will help us process your claim.
• Keep All Packaging: Retain all original packaging materials, including boxes, wrappings, and any accessories that came with the item.

2. Report the Faulty/Damaged Item

Step 2: Contact Customer Support

• Reach out to our customer support team at [email protected] as soon as possible. In your email, please provide the following information:
• Your order number
• A description of the issue (faulty or damaged)
• Photos of the item and packaging

Step 3: Follow the Instructions

• Our customer support team will review your request and may provide further instructions on how to proceed, which could include returning the item for inspection.

3. Resolution Options

Once we receive your report, we will work with you to resolve the issue. Options may include:

• Replacement: If the item is faulty or damaged, we will send you a replacement at no additional cost.
• Refund: If you prefer, we can issue a full refund for the faulty or damaged item, provided that it is returned to us.
• Store Credit: Alternatively, you may choose to receive store credit for future purchases.

4. Important Notes

• Time Frame: Please report any faulty or damaged items within 30 days of receiving your order to ensure a smooth resolution.
• Return Shipping: We will cover the return shipping costs for faulty or damaged items.

5. Contact Us

If you have any questions or need further assistance regarding a faulty or damaged item, please do not hesitate to reach out to our customer support team at [email protected].

Thank you for choosing OUENZE.COM! We appreciate your understanding and are committed to resolving any issues promptly.