At Janki, we prioritize product quality and ensure that every order reaches you in excellent condition. However, if your order arrives damaged, we have a process in place to assist you. Please review the steps below to understand how to report a damaged order and request a resolution.
Inspecting Your Order Upon Delivery
Janki provides an open-box delivery service, where you can inspect your order at the time of delivery. This allows you to verify the condition of the item before accepting it. We strongly recommend thoroughly examining the item while the delivery personnel are present.
Important: If you notice any damage during the open-box delivery inspection, immediately inform the delivery agent and refuse the order. This will simplify the resolution process.
What to Do if You Receive a Damaged Item
If you discover damage to your order post-delivery (for instance, internal damage not visible on the outside of the package), please follow these steps:
Report the Damage:
- Within 24 Hours: Contact Janki Customer Support within 24 hours of receiving the damaged item. This helps ensure that we can address the issue promptly.
- Provide Details: When you reach out, include your order number, a description of the damage, and any relevant photos to help us assess the condition.
Documentation:
- Photos: Take clear photos of the damage, showing both the item and its packaging. These images will assist us in verifying the damage and processing your request quickly.
- Video (Optional): If possible, a short video showing the damaged item can provide additional proof, especially for items with internal malfunctions.
Submit a Claim:
- Log in to your Janki account, navigate to the “Order History” section, and select the damaged item. You should see an option to submit a claim for a damaged item. Click on it and follow the prompts to complete the claim submission.
- Alternatively, you can email our support team at [Contact Email] or call us at [Contact Number] to initiate a claim.
Resolution Options
Once your claim is verified and approved by our team, you may be eligible for one of the following resolutions:
Replacement: If available, we’ll arrange for a replacement of the same item at no additional cost. Our team will provide instructions on returning the damaged item before sending a replacement.
Refund: If a replacement isn’t available or preferred, a refund will be issued to your original payment method within three business days after the item is returned and inspected.
Store Credit: In some cases, we may offer store credit as an alternative to a refund. This credit can be used toward future purchases on our website.
Additional Information
Non-Returnable Items: Certain items, such as custom or final-sale products, may not qualify for a replacement or refund if damaged. These exceptions are noted on the product page at the time of purchase.
Warranty Claims: For items that fall under a manufacturer’s warranty, you may be directed to the manufacturer for repair or replacement if the damage is due to a defect rather than shipping.
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