I have received damaged/faulty products

What to Do If You Receive Damaged or Faulty Products on Solgert Enterprise

At Solgert Enterprise, we are committed to ensuring a seamless and satisfactory shopping experience for all our buyers. However, in rare instances where you receive a damaged or faulty product, we have a straightforward process to help you resolve the issue quickly and efficiently.

Step 1: Inspect the Product Upon Delivery

1. Carefully examine the package and its contents immediately upon receiving your order.
2. Check for visible damage to the packaging or product.
3. Test the functionality of the item (if applicable) to ensure it works as expected.

Step 2: Document the Damage or Fault

1. Take clear photos of the damaged or faulty item, including:
   • The product itself, highlighting the issue.
   • The packaging, especially if it shows signs of damage.
   • Any labels, receipts, or order confirmations.
2. Write a detailed description of the problem to provide additional context.

Step 3: Contact the Seller

1. Log in to your account on https://solgertenterprise.com.
2. Navigate to the “My Orders” section and select the order with the issue.
3. Click on “Contact Seller” or “Report Issue.”
4. Provide the following details:
   • A description of the problem.
   • Photos and documentation as evidence.
   • Your preferred resolution (e.g., refund, replacement).

Step 4: Wait for the Seller’s Response

1. The seller will review your complaint and respond within the platform’s specified timeframe.
2. They may:
   • Request additional information.
   • Offer a resolution, such as a refund or replacement.
3. Be responsive to any questions or requests to expedite the process.

Step 5: Escalate to Solgert Enterprise Support (If Necessary)

1. If the seller does not resolve the issue or fails to respond:
   • Go to the “Help Center” on the platform.
   • Select “File a Dispute” under the “Support” section.
   • Submit your complaint with supporting evidence.
2. Solgert Enterprise’s support team will review your case and mediate a resolution.

Step 6: Return the Damaged or Faulty Product (If Required)

1. Follow the seller’s or platform’s instructions to return the item.
2. Use a reliable shipping service and retain proof of postage for tracking purposes.

Tips for Avoiding Issues

• Review Product Descriptions: Carefully read product listings to understand what you are purchasing.
• Check Seller Ratings: Opt for sellers with high ratings and positive reviews.
• Inspect Packages Promptly: Address any problems immediately to meet return or dispute deadlines.

Refunds and Replacements

• Refunds are typically processed within the platform’s standard timeframe after approval.
• Replacements may depend on stock availability; if unavailable, a refund will be issued.

Conclusion

Receiving a damaged or faulty product can be disappointing, but Solgert Enterprise is here to support you. By following these steps, you can resolve the issue quickly and continue enjoying a hassle-free shopping experience. If you need additional assistance, don’t hesitate to contact our support team.