What happens if I receive a damaged item?

If you receive a damaged item, Qogita will assess the damage and issue a refund based on the severity of the damage and whether the item is still usable.

Refund percentages based on damage severity

The refund you receive depends on how the damage affects the item's usability:

Cosmetic Damage (Fully Usable): Partial refund

The item has minor aesthetic damage (e.g., damaged outer wrapping, dented box, torn packaging) but is fully functional and usable. In these cases, you'll receive a partial refund determined by the severity of the damage to the affected product.

Critical Damage (Not Usable): Full refund

The item is completely unusable due to the damage (e.g., broken containers with leaked product, contaminated cosmetics, severely crushed items, destroyed packaging that makes resale impossible). In these cases, you'll receive a full refund on the affected product.

How to submit a damage claim

If you receive a damaged item:

1. Raise a claim as soon as possible after receiving your order
2. Provide evidence of the damage (photos or video showing the extent of the damage)
3. Our team will assess the damage and determine the appropriate refund percentage
4. The refund will be processed to your cash wallet, where you can use it for future orders or withdraw it to your bank account

If you have questions about a specific damage claim, please reach out to our support team.