At Tecexel, we take packaging and delivery seriously. However, in rare cases, items may be damaged during transit. If this happens, we’ll work quickly to resolve the issue.
The key is reporting it correctly and on time.
What to Do If Your Order Arrives Damaged
If your order arrives damaged, please follow these steps within 48 hours of delivery:
- Contact our support team via Contact Us
- Provide your order number
- Attach clear photos or videos showing:
The damaged item
The external packaging
The internal packaging (if applicable)
- Briefly explain the issue
Early reporting helps us investigate and resolve the matter faster.
Important Inspection Guidelines
- Always inspect your package upon delivery
- If visible damage is present, document it immediately
- Keep all original packaging until the issue is resolved
Failure to report damage within the required timeframe may affect eligibility for a replacement or refund.
What Happens Next?
Once we receive your report:
- Our team will assess the damage
- We may liaise with the courier or supplier if needed
- You’ll be informed of the outcome and next steps
Depending on the situation, we may offer:
- A replacement
- A repair
- A refund or store credit
The solution will be based on product availability and the extent of the damage.
When Damage Is Not Covered
Damage may not be eligible for resolution if:
- The issue is reported outside the stated timeframe
- The item was damaged due to misuse or mishandling after delivery
- Evidence provided is insufficient or unclear
- The product shows signs of tampering or modification
Return Shipping for Damaged Items
- If approved, return instructions will be provided
- In cases of confirmed transit damage, return shipping may be covered
- Do not send items back without written confirmation from Tecexel
Unapproved returns may be declined.
Need Assistance?
Our support team is here to help resolve damaged order issues quickly and fairly.
📩 Visit Contact Us
📲 WhatsApp support available
📧 Email support for detailed claims
Your satisfaction matters — and so does doing things properly.
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