What to Do if You Receive a Damaged or Defective Item
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Unwind Haven, as a provider of quality products, is resolute in ensuring that every item dispatched is impeccable and arrives in pristine condition. Nonetheless, occasional slip-ups may occur during the shipping process, resulting in you, our valued customer, receiving a damaged or defective item. In such instances, we have devised a step-by-step guide to assist you in handling the situation and achieving a satisfactory resolution.
It is vital to document the state of the item by capturing photos of the damage or defect. This action is critical in enabling us to grasp the extent of the issue and determine the most appropriate course of action.
The next step is to notify us of the problem via phone, email, or our website, providing us with the order number and photographic evidence. It is very important to be clear and concise in outlining the issue and what redress you would like. We will then evaluate your submission and respond to you in a timely fashion, potentially requesting additional documentation or pictures to aid us in comprehending the situation better.
Please note for Dundalk Leisurecraft shipments, we will opt to send you replacement pieces as a first step toward resolving the issue.
If the crate arrives damaged, you can accept the shipment, however, please take pictures of the damage, and note the damage on the shipper’s Bill of Lading (BOL).
Immediately, contact us or Dundalk, so we can contact the shipper.
Mark the Bill of Lading (BOL) with “(Crate arrived open/damaged- Possible Hidden Damage)".
In the event that we validate the damage or defect, we will provide you with instructions on how to return the item. We may choose to replace the product or offer a refund depending on the situation. If you do not receive a response within a reasonable period, it is advisable to follow up with us to expedite the process.
Throughout the entire process, it is essential to keep a detailed record of all correspondence and documentation related to the request. This information will be advantageous if you require to escalate the issue or seek legal advice.
We apologize for any inconvenience that you may have experienced as a result of receiving a damaged or defective item. Rest assured that we will strive to resolve the issue as expeditiously as possible. We are grateful that you have chosen us as your online shopping destination, and we aim to provide you with a delightful shopping experience.