The product is missing/incorrect/stolen. Essentials tracksuit will gladly issue a corresponding refund as long as the seller has already refunded the end customer. Proof of customer refund is required before the Essentials Tracksuit team can issue a refund. Or you can request a reshipment, Essentials tracksuit will arrange a reshipment for free under these circumstances. (The above requirements apply to the situations below)
If only one product was sent missing: the customer needs to provide a photo of all the items received with the shipping label.
If the product is incorrect: the customer received a different sizing or wrong item, a photo of all the items received with the shipping label is required.
If the whole parcel is lost: the parcel was marked delivered but declared not received, evidence of customer refund is required (a snapshot).
DAMAGED / DEFECTIVE PRODUCT
If your customers receive a product that is damaged or defective, Essentials tracksuit will gladly issue a full refund (product cost + shipping cost) or reshipment as long as it’s within 7 days of an order being delivered. The only requirement is proof of the damaged or defective product (photo or video), shipping slip, and barcode along with the request. You can send the image and/or video to your dedicated support.
Scratches and dents are not covered by the damage policy. If your item requires additional packaging, please contact your account manager to discuss packaging optimization details and associated costs.