Sometimes, things don't go according to plan. It may be that something you received is damaged, missing a few items from your order, or something else. Whatever it is, we are here to help wherever we can. Depending on your claim and insurance status, we may not be able to accept your claim.
Types of claims
Delivery attempts
Qogita does not return, refund or reship goods. We do not accept claims regarding failed delivery attempts, and it is the Buyer's responsibility to arrange for any subsequent delivery attempts at their own cost.
Shipping and delivery times
We do not provide any guarantees regarding shipping or delivery times and do not accept claims regarding them. We use independent well-known shipping companies and couriers but cannot control or influence their shipping procedures.
Shopping preference
The responsibility of setting the shopping preference lies solely with you, our customer. Choosing the shopping preference that is suitable for you will ensure that you receive the goods from the selected region. If you chose the wrong shopping preference at the time of purchase, we would not accept your claim.
Claiming and shipping insurance
If your claim is about any of the below, it is unlikely that we consider the claim unless you purchased shipping insurance at checkout for the relative order.
- Damaged items
- Deliveries to incorrect addresses
- Shipments lost in transit
- Suspected stolen items
Without shipping insurance, our liability ends once we hand your items over to the courier. With insurance, our liability ends after the first delivery attempt.
Other claims
For claims regarding scenarios unmentioned in this article, please raise a claim, and we will investigate this case-by-case. This article's list of claim types is non-exhaustive, and we reserve the right to reject a claim request for otherwise unmentioned claim types.
Raising a claim
To raise a claim:
- Go to the relevant order in your orders
- Click Submit a claim
- Download the claim form
- Populate the claim form with the affected items you are claiming for
- Upload the completed claim form
- Upload your supporting evidence using the guidance below
- Click the Submit claim button
Please submit your claim no later than ten business days after we issue your final invoice for the related order.
If your claim is about items received later than ten business days after receiving your final invoice, please submit your claim no later than ten days after delivery. Claims submitted later will not be accepted.
Supporting evidence
Please provide the supporting evidence and documents listed below when you raise a claim. We will only consider refunds for the affected items that we receive evidence of.
Damaged or wrong item(s)
- Photos of the shipping package (external—images must include all shipping labels, and all labels must be legible)
- Photos of the shipping package (internal)
- Photos of all affected items (images must include EANs)
Missing item(s)
- Photos of the shipping package (external—images must include all shipping labels, and all labels must be legible)
- Photo of all received items as they arrived in their package(s)
Ingredients (e.g., banned substances)
- Photos of the shipping package (external—images must include all shipping labels, and all labels must be legible)
- Photos of the ingredient list for all affected items
What happens next
Once we receive your claim and supporting evidence, providing that your claim is valid, we will provide you with a claim number and investigate your claim.
If you do not provide the requested documentation within the timeframe, we cannot accept your claim.
Processing time
Typically, our claims process takes around ten business days; however, we endeavor to process your claim as quickly as possible.
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