A supply is defective; what should I do?
Despite the care taken in selecting and preparing our orders, a supply may sometimes have a defect.
No worries: contact us before making any returns so that we can quickly offer you the most suitable solution.
How to report a defective product?
Contact our customer service via our contact form or by email at contact@gingerlily.fr.
In order for us to process your request quickly, please provide us with:
- your order number;
- the reference or name of the product concerned;
- a short description of the problem encountered;
- one or more photos showing the defect.
This information generally allows us to quickly identify the problem and tell you what to do.
Do I need to return the product?
Do not spontaneously ship the defective product.
Depending on the nature of the problem, a return is not always necessary. After examining your request, our team will tell you if the product needs to be returned to us and, if so, the procedures to follow.
When a return is necessary due to a defective or non-compliant product, we will provide you with the appropriate instructions.
What happens next?
After verifying your request, we will propose a solution adapted to the situation, which may take the form of a replacement or a refund, in accordance with the applicable legal guarantees.
This procedure concerns products with a defect or a conformity problem.
Have you simply changed your mind? In this case, use our withdrawal form and consult our Returns and Refunds Policy.
