The order arrives with “knocked package” symptoms. At Emuca Online we will manage the process with the logistics operator. It will be necessary to inform us of the incident within 24-hrs from the delivery time, providing photos of the knocked package.
Dispatch of incorrect products to your end customer
Emuca Online will accept changing products sent incorrectly and we will cover the re-shipping costs provided that the distributor informs of this situation within a period of 48-hrs from the date of receiving the consignment. You must provide a photo of the product and another photo of the product label. Once the necessary checks have been carried out, Emuca Online will inform you about the possible collection of the product and its replacement.
In the event that you receive a defective product, and within a period of 30 calendar days following delivery, you can choose to cancel the order ,request a return or replacement of it (with the price paid returned) or to have a discount on the price of the product proportional to the defect. After 30 days it will not be possible to make any claims.
In the event you receive a defective product, it will be necessary to contact the Customer Support Service in order to outline the problem with the product. Each case will be handled individually and a solution will be provided as quickly as possible.
In order to carry out this process you will need to have the following information: Emuca Online order no., indicating the product to point out; a description of the problem with the product and photographs in the case of visible damage. You will find the email address of Customer Support Service/Technical Support Service in the Welcome Manual.