Damaged, defective, incorrect, or missing item

Document what arrived

1. 1Keep the product, included parts, packaging, and shipping label.
2. 2Take clear photos of the item and any visible damage, mismatch, or missing contents.
3. 3Send your order number and a short description of what is wrong.

Do not buy return postage first

For an item that arrives damaged, defective, or incorrect, contact support before purchasing a return label. Branch will confirm the appropriate resolution and any return shipping arrangement.

Do not discard evidence

Packaging, labels, and photos can help confirm what was shipped and may be needed when reviewing a carrier-related issue.

Describe the problem you can actually see

For a wrong item, compare the received product, model, size, or color with your order confirmation. For missing contents, list what was in the parcel and what you expected. If the product does not work, describe the symptom and any safe checks you have already tried.

For visible damage, photograph the affected area, the outer and inner packaging, and the shipping label where useful. Do not continue using an item that appears unsafe, and do not dismantle it just to produce evidence.

Ask support to confirm the resolution

1. 1Give the order number, delivery date, and exact item involved.
2. 2Explain whether the issue is damage, a defect, the wrong product, or a missing item or part.
3. 3Mention the photos or other evidence you can provide. Email attachments can be used when helpful.
4. 4Wait for the return instructions and shipping arrangement before buying a label or sending the item back.

A change-of-mind exclusion is not the same as the treatment of defective, incorrect, or misdescribed goods. Support needs to review the actual issue rather than apply the wrong return reason.