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FAQ
Faulty Products
How can we help if you feel a Product is Faulty upon delivery or up to 2 years thereafter?
As an online wholesaler we do not have physical retail stores where you can return your faulty products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly, and so that we can resolve your issue. The following steps explain the process for returning a faulty product:
Help, my product is Faulty?
Faulty Products
If you are experiencing issues with your product, please refer to our FAQ first for instant answers to frequently asked questions and product specific troubleshooting. If you are unable to find an answer or solution to your issue, you can also contact the Vendor.
Please note that where Products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be submitted to the Vendor within 3 days of receiving the product.
Failure to do so may result in your claim being denied.
How to Make a Claim?
To lodge a claim: Simply contact the Support team through your account dashboard or email a detailed description of the fault.
To assist in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.
All claims are reviewed and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product.
If it is determined via troubleshooting that your product may be faulty, you will be provided with instructions to have the product returned to the brand's service centre for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you.
For larger items, an on-site assessment may be arranged through the brand's manufacturer or in-house service centre.
Once the product has been received or assessed on-site, technicians will assess it and determine how to best resolve the issue.
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