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I received a faulty item, what do I do?Updated 9 months ago

If you discover that your product is faulty, we deeply apologise for the inconvenience and are here to help resolve the issue promptly. Please follow the steps below to expedite the resolution process:

Immediate Notification:

As soon as you identify any fault, please contact us. In your email, include your order number, the product's name, and a detailed description of the fault. If possible, include photographs depicting the issue, as this will help us assess the situation more efficiently.

Product Assessment:

Our quality control team will assess your claim based on the information and photographs you've provided. Occasionally, we may require additional information or, in some cases, request that the item be returned to us for inspection. If a return is necessary, we will guide you through the process and may provide a prepaid shipping label, depending on the circumstances.

Resolution Process:

If the fault is confirmed, we will proceed with the appropriate resolution. This could include:

  • Replacing the item with the same product (subject to availability),
  • Offering a store credit for the value of the purchased item, or
  • Providing a full refund of the purchase price.

Shipping of Replacement or Repaired Items:

If your item is to be replaced or repaired, Growplay will handle the shipping logistics. We will strive to expedite this process so you can get back to enjoying your purchase as quickly as possible.

Customer Satisfaction:

We understand how frustrating a faulty product can be, especially when you're excited about your new purchase. Our team at Growplay is dedicated to making things right and providing a smooth, fair, and stress-free resolution process. Thank you for understanding, and again, we apologise for any inconvenience caused.

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