As a consumer, when you purchase goods, there are certain guarantees that are made to you. One of these guarantees is that the goods are of acceptable quality. This means that the product should meet certain standards and fulfill your expectations.
A product is considered faulty or not of acceptable quality if it meets any of the following criteria:
- The product is not safe, durable, or free from defects, considering what is reasonable for the type of product and its cost.
- The product does not perform the functions that you would reasonably expect it to, or it is not suitable for its intended purpose.
- The product does not match the description provided by the seller, whether it is on the packaging, labels, or through promotions and advertising.
If you receive an item that is not of acceptable quality, you may be entitled to a repair, replacement, or refund.
In order to make a claim for a faulty item, you need to:
- Provide the original receipt or some other form of proof of purchase for the faulty item. If you purchased multiple items in the same transaction and the credit card or bank statement does not clearly show the faulty product, it may not be sufficient as proof of purchase.
- Return the product to the seller. If you are unable to return the product to a physical store, you will be responsible for the cost of return postage, unless the cost is significant.
If you are an international customer, please contact the customer service team before returning the product.
Please note that photographs alone will not be accepted as proof of a fault. The physical product must be in the possession of the seller before they can accept your return request.
If the item is deemed faulty, the seller will refund the cost of returning the item. Make sure to keep your postage receipt so that the refund can be facilitated.
In some cases, where a product needs to be assessed by the supplier, the process can take 2-6 weeks. While the seller will try their best to reach a resolution as quickly as possible, they cannot provide an exact timeframe for the supplier's assessment.