At Tecexel, we take quality seriously. If you receive an item that is faulty, damaged, or not functioning as intended, we’ll make it right — provided the issue is reported within the correct timeframe and follows the process below.
What Counts as a Faulty or Damaged Item?
An item may qualify if:
- It arrives physically damaged
- It does not power on or function as described
- It has manufacturing defects not caused by misuse
- It differs materially from what was ordered
Normal wear and tear, accidental damage, or damage caused after delivery does not qualify.
What to Do Immediately (Very Important)
If your item arrives damaged or faulty:
- Notify us within 48 hours of delivery
- Contact our support team via Contact Us
- Provide:
- Your order number
- Clear photos or videos of the defect or damage
- Original packaging (if available)
Failure to report within this window may affect eligibility.
Inspection & Verification Process
Once we receive your report:
- Our team will review the evidence provided
- The item may need to be returned for inspection
- In some cases, supplier or manufacturer verification is required
This process ensures fair resolution for both parties.
Resolution Options
If your claim is approved, we will offer one of the following:
- Replacement of the same item (subject to availability)
- Repair (where applicable)
- Refund to the original payment method or store credit
The resolution method depends on product type, defect nature, and stock availability.
Items That Are Not Eligible
We cannot process claims for items that:
- Were damaged due to misuse, water exposure, power surges, or neglect
- Show signs of tampering or unauthorised repairs
- Are returned without original accessories or packaging (where required)
- Were reported outside the allowed timeframe
Shipping Costs for Faulty Items
- If the fault or damage is confirmed, Tecexel covers return shipping
- If no fault is found after inspection, shipping costs may be charged back to the customer
Important Notes
- Keep all original packaging until the issue is resolved
- Data backup is the customer’s responsibility
- Refund timelines depend on payment provider processing times (usually 5–10 business days)
Need Help?
If you believe your item is faulty or damaged, contact us immediately so we can assist you quickly and efficiently.
📩 Visit Contact Us
📲 WhatsApp support available
📧 Email support for detailed claims
We’re committed to fair resolutions and quality service — every time.
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