ALL Claims need to be sent to us via email. To prevent unnecessary claim delays, we ask that the following is included on the initial claim email:
- Order Number
- Manual with missing parts indicated (if applicable)
- Images/Video clearly showing fault (if applicable
- Images/Video clearly showing goods in original packaging (if applicable)
- Note: All images and videos must be attached to emails at an appropriate size, we are not able to make a clear assessment off image thumbnails.
Please do not dispose of items before contacting us. We need to inspect the item. We will not provide credit in cases where goods have been disposed of before submitting a claim to us.
Faulty or Damaged in Transit Products
- Send an email including pictures or video of the product received demonstrating the fault (If applicable, also include the manual with the part needed circled and inform the quantity). Also provide a brief explanation of fault and what you would prefer in the way of compensation or replacement parts/product.
- We will assess each situation on a case by case basis. We will advise on whether we will send replacement parts, offer a full or partial refund or replace the product.
- Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label. Any postage cost incurred by the customer for return postage will not be refunded if a return label has been provided.
- If a single part is missing or damaged, please specify using the instruction manual of what part is missing or is damaged and the quantity needed. Where possible, mark the part in manual and send us picture of it.
- Once we receive the details of what is needed, we can issue for a part to be sent as soon as possible. We will send an email containing tracking information when it is available.
Returns and Refund Procedure
All refunds are given in the form of credit. This will be issued in a credit invoice weekly. In all cases please email us and we will advise if the product needs to be returned.
Change of Mind
- We only accept change of mind within 7 days after the item is delivered
- Please send an email including pictures or video of the condition of the product received and an explanation on why they would like to return product and if the item is eligible for return.
- For Change of Mind product, it must be in unopened and in its original packaging.
- Please do not return the product to us without our prior consultation – credit will not be given in this case.
- We prefer that returns due to change of mind are done so at the customers arrangement.
- If return label provided to you, we will refund the total order amount MINUS initial postage, return postage and restocking fee of 15% - If return label NOT provided to you, we will refund the total order amount MINUS initial postage and restocking fee of 15%
- If customer changes their mind before item is received and require action of RTS (Return to Sender), we will refund the total order amount MINUS initial postage and restocking fee of 15%
- All items that are returned due to incorrect or incomplete delivery information will be treated as a Change of Mind returns including items Returned to Sender due to being unclaimed