I received a defect or malfunctioning product

Contact customer service immediately

No one likes to receive a malfunctioning or defect product, but unfortunately this can happen. Products are sometimes damaged during transport and/or they can be subject to a malfunction coming from the manufacturing process. These are rare but it can happen. If that is your case, you need to contact and inform customer service immediately after the receival of your parcel. You will need to notice and provide customer service with important information so that the case can be handled. 

Information about your order and about the concerned article(s)

We will firstly need to have your name, email, your order number, date of delivery and the reference(s)  of article(s) concerned.

Information about the issue

We will then ask you to describe the issue and to provide us with all the possible information to understand its nature. We need photos (and sometimes when necessary short videos) that show the evidence of the problem.

Please provide us also with photos of the parcel upon its arrival and at the opening. Is the parcel in good condition?  Is it damaged also or show transport marks? Are the products well protected within the parcel? How is the product packaging? Did you notice anything special about tranport? All information about the parcel and product packaging condition can be relevant to understand the problem.

Then you can also provide us with additional information such as specific visual findings and tests you may have tried to confirm a malfunctioning product (like using other batteries or another adapter for instance). 

What will happen next

With all of this information, Customer service will assess the situation and together with you come to a solution. It could be a return of the product, a product exchange, a repair, a compensation, a refund depending on the assessment about the situation. When the product needs to be returned, customer service shall issue a return label and inform you about the retour procedure with the transporter. 

You can initiate a request about a defect or malfunctioning product here.