The first step is to document the fault or damage. Take clear photos or videos of the issue, including close-ups and the item’s overall condition. These visuals will help our team assess the situation accurately. Keep all original packaging, which may be needed for the return process.
Log in to your Shopexng account and go to the “Help Center” section. Select “Report Faulty/Damaged Item” and fill out the form with detailed information about the issue. Upload the photos or videos you’ve taken, and submit your report. You’ll receive a confirmation email once the report is successfully submitted.
Our team will review your report within 24-48 hours and may contact you for additional information. If the item is confirmed as faulty or damaged, you’ll be given options for a replacement or a refund. Replacement items are prioritized to ensure you receive them as soon as possible.
For certain high-value or technical items, we may arrange a quality check by our experts or the manufacturer before proceeding with a resolution. This ensures fairness and transparency for both parties.
In cases where a return is required, follow the return process outlined in your confirmation email. We’ll provide all necessary details, including the return shipping label and instructions. Once the item is received and inspected, your replacement or refund will be processed promptly.
Shopexng’s commitment to customer satisfaction drives our efforts to resolve any issues you may encounter. Our customer support team is always ready to assist and ensure a smooth resolution process.
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