I’ve received a faulty/damaged item

We’re Here to Help with Faulty or Damaged Items

At Ouenze.com, we take great care to ensure that your items arrive in perfect condition. If you receive a faulty or damaged item, we’re here to resolve the issue quickly and efficiently. Here’s what you need to do.

Steps to Report a Faulty or Damaged Item

1. Inspect Your Item: As soon as you receive your package, carefully inspect the item(s) for any faults or damages.
2. Document the Issue: Take clear photos of the faulty or damaged item(s), including any packaging and shipping labels. 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 issue.
   • 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 fault or damage
   • Photos of the faulty or damaged item(s) and packaging

Resolution Process

1. Review and Verification: Our customer service team will review your claim and verify the fault or damage based on the information and photos provided.
2. Return Instructions: If the fault or damage is confirmed, we will provide you with instructions on how to return the item. In some cases, we may ask you to dispose of the 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 faulty or damaged item?

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

What if I only notice the fault or damage after using the item?

• If you discover a fault or damage after using the item, please follow the same steps to document and report the issue. We will work with you to resolve the problem.

Do I need to return the faulty or damaged item?

• In most cases, we will ask you to return the 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 faulty or 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 faulty or damaged items?

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

Need Assistance?

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

Our Commitment

At Ouenze.com, customer satisfaction is our top priority. We are committed to resolving any issues with faulty or damaged items 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.