Damaged Products

Last Updated: January 10, 2024

If your Sollume hydrogen bottle arrives damaged, it's crucial to inform us promptly. We carefully pack our products, but shipping mishaps can happen. This guide explains how to report a damaged item on delivery and what follows next.

REPORTING A DAMAGED ITEM
Received a damaged Sollume bottle? Please contact us within 48 hours of delivery. Email us at support@sollume.com with a clear photo of the damage. This helps us verify if you're eligible for a free replacement. Include in your email:

Order number
Item name and description
Brief description of the damage
Clear photo of the damage

Our team will review your case to determine eligibility for a replacement. If you qualify, we'll send a new item as quickly as we can. Note: We don't offer refunds, replacements, or accept returns for items damaged through normal use or wear and tear.

ITEMS THAT QUALIFY FOR A REPLACEMENT
A product is deemed damaged if it's defective or physically broken upon arrival. Damage to packaging during shipping, like dented boxes, doesn't qualify if the product inside is intact. Eligible items will be replaced at no cost to you.

ALTERNATIVE SOLUTIONS
If a replacement isn't warranted, we might offer other solutions, such as a discount on future purchases or store credit. For any queries, feel free to reach out to us.

KEY TAKEAWAYS

Report a damaged item within 48 hours of delivery at support@sollume.com with a photo.
Include order details, item description, and damage description in your email.
Eligibility for a free replacement is determined upon review.
Packaging damage with an intact product is not eligible.
We don't refund, replace, or accept returns for items damaged through normal use.

FINAL THOUGHTS
We understand the frustration of receiving a damaged item. By following these steps, you can efficiently report the issue and potentially receive a replacement, at no extra cost, provided you notify us within the specified timeframe with adequate proof. Our commitment is to offer the best customer service and resolve any issues swiftly.