📋 What Qualifies as Damaged or Defective

• Items that arrived with visible physical damage (broken, cracked, dented).
• Products that do not function properly right out of the box.
• Wrong item delivered that cannot be used as intended.
• Missing essential parts that make the product unusable.

🚨 Steps to Take Immediately

• Do not discard packaging or shipping box.
• Take clear photos of the damaged item and outer box.
• Report the issue via My Account → Orders → Report Problem.
• If delivered by courier, note visible damage on the delivery receipt.

📸 Required Photos & Documentation

To approve your claim quickly, include:

• Photo of the damaged area up close.
• Photo of the item in its original packaging.
• Photo of the outer shipping box/label.
• Your order confirmation number.

🔄 Replacement vs. Refund Options

• Replacement: If the same item is in stock, it ships out in 2–3 business days.
• Refund: If out of stock, a refund will be issued to your original payment method.
• Store Credit: Available if you prefer immediate future purchase credit.

💰 Shipping Costs & Responsibility

• For damaged or defective items, Pulingo covers return shipping.
• You’ll receive a prepaid return label by email and in your account dashboard.
• No restocking fees apply in these cases.

⏱️ Timeframe for Resolution

• Claims are typically reviewed within 48 hours of submission.
• Replacements ship within 2–3 business days once approved.
• Refunds follow the standard 5–7 business days timeline.

🤝 When to Contact Support

Reach out if:

• Your claim hasn’t been acknowledged within 48 hours.
• The replacement hasn’t shipped after 5 business days.
• You need additional help with large or high-value items.