I’ve received a faulty/damaged item

 

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I’ve Received a Faulty/Damaged Item

At Maltibase, we strive to provide the highest quality products. If you’ve received a faulty or damaged item, we are here to help you resolve the issue quickly and efficiently. Follow these steps to report a faulty or damaged item.

Step 1: Review the Item Condition

• Inspect the item: Check the item carefully to determine if it’s truly faulty or damaged. Common issues include broken packaging, missing parts, or damage during shipping.

• Take Photos: If the item is damaged or defective, take clear photos showing the issue. This will help with your refund or replacement request.

Step 2: Contact Maltibase Support

1. Report the Issue

   • Visit the Contact Us section of the website or go to Order History in your account dashboard.

   • Select the order containing the faulty/damaged item.

   • Click on Report a Problem or Request Assistance.

2. Provide Details

   • In your message, describe the issue with the item in detail and attach the photos of the damage or fault.

   • Include your order number and any other relevant information.

Step 3: Resolution Options

After contacting support, you can choose one of the following resolutions based on your preference and the nature of the damage:

• Replacement: If the item is faulty or damaged, you can request a replacement.

• Refund: If you prefer a refund instead of a replacement, you can request to have the item refunded to the original payment method.

• Store Credit: Some items may be eligible for a store credit if you prefer to shop for something else.

Step 4: Return Process

• If a return is necessary, our support team will provide instructions on how to return the faulty/damaged item.

• Return shipping fees may be waived depending on the nature of the fault or damage.

Step 5: Follow-up

• You will receive an update via email or SMS regarding the progress of your refund, replacement, or store credit.

• If you haven’t received an update in a reasonable amount of time, feel free to follow up with our support team.

Important Notes

• The item must be reported within the specified return window outlined in our Refund Policy.

• Faulty or damaged items will be evaluated on a case-by-case basis by our support team.

Need Assistance?

• If you have any issues reporting a faulty or damaged item, contact Maltibase support:

  • Email: Support Email

  • Live Chat: Available on the website

We’re committed to ensuring that you’re satisfied with your purchase and are here to resolve any issues that may arise!