I received the wrong or damaged product

We’re sorry to hear that your order arrived damaged or that you received the wrong item. We’ll help resolve this as quickly as possible.

What counts as a damaged or incorrect product?

Please contact us if:

• The item is broken, cracked, leaking, or not functioning properly.

• The product packaging arrived significantly damaged.

• You received a different product than the one listed in your order confirmation.

• An item is missing from your order.

What we need from you

To help us process your request quickly, please send the following:

• Order number (for example: SOC-458291)

• Full name used for the order

• Email address used at checkout

• A brief description of the issue

• Clear photos of:

  • The product received

  • The outer shipping box (if damaged)

  • The product packaging and label

  • Any visible damage

How to submit a request

You can contact our support team through:

• Support portal / Help Centre

• Email

• Live chat (if available)

Please include the photos and order number in your first message so we can assist you faster.

What happens next?

Once we receive the required information:

1. We will review the photos and order details.

2. We may ask for additional information if needed.

3. We will arrange one of the following:

   • A replacement product

   • A refund

   • The correct item to be shipped

Response and resolution timelines

• Initial response: Within 1 business day

• Review of photos: Usually within 1–2 business days

• Replacement shipment: Typically dispatched within 1–3 business days after approval

• Refunds: Processed to the original payment method; bank processing times may vary.

Important: keep the product and packaging

Please do not dispose of the product or the original packaging until your case has been reviewed. In some cases, we may ask you to return the item or provide additional photos.

Frequently asked questions

Do I need to pay for return shipping?

If the product is confirmed to be damaged, defective, or incorrectly shipped, return shipping (if required) will be covered by us.

Can I get a replacement instead of a refund?

Yes. In most cases, you can choose between a replacement and a refund, subject to product availability.

What if only the outer box is damaged?

If the product inside is intact and functioning normally, a replacement may not be necessary. However, please still send us photos so we can assess the shipment.