What should I do if the package arrives damaged?
Check the package in the presence of the courier. If the package is dented, torn or wet, do not accept delivery, have a report drawn up and return the product. For damage or shortages noticed after delivery you must report it with photos within two days; in defective delivery the return shipping cost belongs to the seller.
What to do step by step:
- Check at the moment of delivery. If there is crushing, tearing, tape opening or wetting on the outside of the carton, open the box in the presence of the staff member.
- Do not accept delivery if there is damage. Have the courier staff draw up a damage report and take a copy. The report is the most important document that speeds up the subsequent process.
- Notify us. Get in touch with your order number; the options of replacement or refund are offered.
If you noticed the damage after delivery, make the notification within two days, together with photos of the package and the product. In defective, wrong or incomplete delivery the return shipping cost belongs to the seller, and under Article 11 of Law no. 6502 you may choose one of the rights of free repair, replacement with a defect-free equivalent, a reduction in price or withdrawal from the contract.
Make your notification from the contact page.