What if my order is damaged?

What to Do If Your Order is Damaged

At EasyBuildMat-Net.com, we strive to deliver all orders in perfect condition. However, if you’ve received a damaged item, we’re here to make the process of resolving the issue as easy as possible. Follow the steps below to report and resolve any damage to your order.

1. Check the Damage Upon Arrival

When your order arrives, inspect the package and the items inside immediately. If the damage is visible (e.g., a crushed box, dented materials, or broken parts), please take the following actions right away:

• Take clear photos of the damaged product and packaging.
• Document any damage to the item, including visible cracks, tears, or other defects.

2. Report the Damage to Us

To report the damage and begin the process of resolution, follow these steps:

1. Log into your account on www.easybuildmat-net.com.
2. Go to your Order History section under your account dashboard.
3. Find the order with the damaged item and click on the Report Damage button.
4. Fill out the damage report form, providing:
   • A description of the damage.
   • The photos of the damaged item and packaging.
   • Any other relevant information to help us understand the issue.
5. Submit the damage report for review.

3. Return or Exchange Options

Once we receive your damage report, our customer service team will review it and offer a resolution. Depending on the situation, you will be provided with one of the following options:

• Return the damaged item for a full refund.
• Exchange the damaged item for a replacement at no additional cost.
• Partial Refund or Discount: If you wish to keep the item despite the damage (e.g., minor cosmetic issues), we may offer a partial refund or discount.

4. Prepare the Damaged Item for Return

If we ask you to return the damaged item, please follow these guidelines:

• Repackage the item in its original packaging, including any accessories, manuals, or other parts that came with it.
• Label the package with the return address provided in the return instructions we send you.
• Keep the original invoice: Include a copy of your order invoice or receipt when returning the item.

5. Return Shipping Costs

• Free Return Shipping: If the item was damaged during shipping, we will cover the return shipping costs.
• Customer-Paid Return Shipping: If the damage was caused by other factors (e.g., misuse or accidents), you may be responsible for the return shipping.

We recommend using a trackable shipping service to ensure the safe return of your damaged item.

6. Processing the Replacement or Refund

Once we receive the returned damaged item, we will process either a replacement or a refund within 7 business days. If you’ve opted for a replacement, we will ship the new item to you at no additional cost. If you’ve requested a refund, we will credit the original payment method. Please note that the refund may take a few additional days to appear in your account, depending on your payment provider.

7. Need Assistance?

If you have any questions or need further help with a damaged order, please contact our customer support team:

• Email: support@easybuildmat-net.com
• Phone: 0800140158
• Live Chat: Available on our website (9 AM – 5 PM, Monday to Friday)

We are committed to ensuring that any issues with your order are resolved quickly and efficiently. Thank you for choosing EasyBuildMat-Net.com!

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