Damaged, Defective, Wrong or Missing Products Policy

1. ★ This is the most important document in the returns set#

1.1 Because what is in it is a statutory right, not a commercial courtesy.

1.2 It applies even if:

• the seven (7) day change-of-mind window has closed;
• the Item is in a category that is not returnable for a change of mind;
• you no longer have the original packaging;
• you have opened and used the Item.

2. ★ When a good is defective in law#

Article 6(A) of the Consumer Protection Law No. (7) of 2017 treats a good or service as defective in any of the following cases:

Article 6(B) treats each of the following as a breach of contractual obligations:

3. ★ Your statutory right#

3.1 Article 7(A)(1) provides that where the good is defective the supplier is obliged to take it back and refund its price at the consumer's request, or at the request of anyone to whom ownership of the good has passed.

3.2 Article 7(A)(2) provides that where the supplier cannot take the good back because the defect appeared after the consumer consumed it, the supplier is obliged to pay the consumer an amount equal to the value of the damage.

3.3 Article 7(C) provides that the supplier may — with the consumer's written consent — remedy the fault that caused the defect.

3.4 Article 19 makes the supplier liable for damage arising from a defective good, except where it did not place the good in circulation, or the damage was caused by the injured party's fault or by a cause unconnected to the supplier.

3.5 Article 20 provides that liability is joint and several among suppliers who caused the defect or knew of it.

4. Situations this document covers#

5. What to do — step by step#

Step 1 — document it immediately#

Step 2 — tell us as soon as possible#

• open a request from order details and choose the matching reason;
• or contact us through the official support channels.

Tell us as quickly as you can — preferably within forty-eight (48) hours of receipt for visible damage, wrong Items and missing Items. This is not a condition for your right to survive, but it makes it easier to establish that the fault existed at handover.

Step 3 — keep everything#

Keep the Item, its packaging and everything that arrived with it until the case is closed.

Step 4 — choose what you want#

We ask what you would prefer: a refund, or the correct Item sent where that is possible and appropriate.

Repair is applied only with your consent, under Article 7(C) of the Law.

6. What we do#

6.1 If we need longer, we tell you why and when to expect an answer. We do not leave your report unanswered.

7. Who bears the cost#

No cost is charged to a buyer who received a defective or wrong Item.

8. What is not a defect#

To be fair in both directions, the following are not defects:

• a slight colour difference between your screen and reality;
• damage you caused after delivery;
• wear from ordinary use over time;
• a failure caused by misuse, incorrect installation, or not following the manufacturer's instructions;
• not liking an Item that matches its description — that path is the Returns Policy;
• a size that does not fit where sizes were stated accurately — also the Returns Policy.

9. After the return window closes#

9.1 Your statutory right where the Item is defective does not expire with the seven days.

9.2 Article 6(A)(4) of the Law treats a good as defective where it is unfit for the use it was prepared for “over a period appropriate to its nature” — the measure is the nature of the good, not a commercial return window.

9.3 You may also have the manufacturer's or Seller's warranty, under the Warranty Policy.

10. If we do not agree#

10.1 The escalation path is in the Customer Complaints and Escalation Policy.

10.2 You may go to the Consumer Protection Directorate at the Ministry of Industry, Trade and Supply, which Article 11(B) of the Law makes competent to receive complaints from consumers about any violation of the Law, verify them and record them.

10.3 You do not have to go through us first.

10.4 Article 23 of the Law gives consumer-protection cases urgent status before the competent courts.

11. Version history#