While rare, damage including a damaged box and/or a missing item can occasionally occur during shipping—but don’t worry, we’re here to help.
If your package arrives damaged and the item is missing, please report it as soon as possible. Prompt reporting helps us resolve the issue quickly and allows the vendor to lodge a claim with the shipping carrier. While we recommend doing this within a few business days of delivery, this timeframe does not affect your rights under the Australian Consumer Law (ACL).
When reporting the issue, please provide photos of
- The packaging, including all sides
- The shipping label, including the tracking number
To contact us, follow the instructions here.
Important Notice: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You're entitled to a replacement or a refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure doesn't amount to a major failure.
If you are not satisfied with a remedy under the 12-Month-Vendor Warranty period and/or you feel that your ACL rights are not being appropriately observed, then you can submit your concerns in writing to escalation@reebelo.com.au.