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Damaged product

If a product arrives damaged, the customer is requested to present photos that show the damage. These images will help our Quality Assurance team to identify recurring issues and improve our products. All vidaXL products have a warranty period of 2 years after delivery.

Europe & Japan

Within 30 days after delivery Within 6 months after delivery Within 2 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement or full refund.
  • Full replacement for the product
  • Part replacement
  • Partial refund

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement.
  • Part replacement
  • Partial refund

Note: part replacement can only be offered when the product is shipped in multiple boxes for Japan

Australia & USA

Within 30 days after delivery Within 2 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement or full refund.
  • Part replacement
  • Partial refund

Iceland & Ukraine & Turkey

Within 14 days after delivery within 6 months after delivery within 2 years+2 weeks
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement

Note for partly damaged products:

  • Return of the product may be required for full replacement or full refund.
  • Part replacement
  • Partial refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement.
  • Part replacement
  • Partial refund

Portugal & Spain

Note: This only applies to orders placed since 01-01-2022

Within 30 days after delivery within 6 months after delivery within 3 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement or full refund.
  • Part replacement
  • Partial refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement.
  • Part replacement
  • Partial refund

United Arab Emirates & Saudi Arabia

Within 14 days after delivery within 6 months after delivery within 2 years after delivery
  • Part replacement
  • Partial refund
  • Full refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement or full refund.
  • Part replacement
  • Partial refund
  • Full replacement

Note for partly damaged products:

  • Part replacement or partial refund is advised.
  • Return of the product may be required for full replacement.
  • Part replacement
  • Partial refund

Damage

  • Damaged during transit
    • This occurs after the parcel has left vidaXL’s warehouse and before reaching the customer’s doorstep.
  • Factory damage
    • The item contains undesired features which can be traced back to the factory or area where the item was manufactured.
  • Weather conditions
    • The product is damaged due to weather conditions. In this instance, dropshippingXL will not be held responsible for products damaged due to weather conditions.
  • Customer handling
    • The product is damaged due to the way it is assembled or used by the customer. In this instance, dropshippingXL will not be held responsible for products damaged due to customer handling.
  • Special case

Step 1

Request images of the damaged product from your end customer.

Step 2

Check the available solutions in the table above. Please note that for light damage, a part replacement or partial refund is advisable.

Step 3

Send your request to dropshippingXL customer services including:

  • Order number
  • SKUs and quantity
  • A clear image or video of the damaged product
  • Expected solution: part replacement/ partial refund/ full refund/ full replacement

dropshippingXL customer services will check the video and confirm if the expected solution is acceptable or not

Step 4

Partial replacement

  • dropshippingXL customer services will provide the list of parts for the damaged product
  • Give your end customer the part list and ask them to identify the part SKU code and quantity needed
  • Provide the requested part SKU code and quantity to dropshippingXL customer services. We will create the replacement order which will be shipped directly to your end customer

Partial refund

  • dropshippingXL customer services will inform you of the amount that will be refunded. Please pass this information on to your end customer
  • dropshippingXL customer services will process the refund request which will be credited to your Wallet. You can process the refund to your end customer based on your selling price.

Full replacement or refund

  • dropshippingXL customer services will give you return instructions to pass on to the end customer.
  • dropshippingXL customer services will wait until the return tracking number is active before creating a replacement order OR refund. If no return is needed, the replacement order or refund will be processed immediately.