|
|
koolerbuy
My Cart- 0 item(s)
Home >> Back to Help Center Home
 
If an item is physically broken or damaged

"I Received My Item But It Got Broken During Delivery"

Rarely, rough handling by the courier can lead  physical damage to your goods, e.g. broken screen.

If this has happened, please follow these steps:

1.
If possible, raise a complaint directly with the delivery representative of the courier company before you sign for the goods. They will advise you on the complaint procedure.

2.
If you already signed for the packet, take photos showing the damage and contact the local office of the courier/delivery company to complain. They will have a complaing procedure which will enable you to get compensation.

3.
Next, contact Koolerbuy  with your order number and a full description / pictures of the broken item issue. We will contact the courier company from our end.

4.
Once the courier company confirms that the case is valid, they will compensate Koolerbuy, and we will pass on this compensation to you. The compensation varies from case to case and is different for each delivery company. In some cases you will need to pay to post the broken item back to Koolerbuy in order for us to send out a new piece. If this is the case, it can take a while, and you are advised to make a new order for the same item in the meantime if you need it fast.

For larger or higher value orders, you are strongly advised to purchase freight insurance. If you require this, please ask us at the time of placing your order.